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iQuda October 2017 Service KPIs

All systems were go at iQuda throughout October. The service desk team maintained and improved on a number of service metrics despite an increase in tickets closed. Keep it up, team!

October 2017 Service KPIs

  • 93.83% Customer Satisfaction
  • 98.61% SLA Resolution Met
  • 2296 Reactive Tickets Closed
  • 76% Same Day Resolution
  • 6 Second Average Call Wait

Service KPIs in September

  • 92.86% Customer satisfaction
  • 98.58% SLA Resolution Met
  • 2043 Reactive Tickets Closed
  • 78% Same Day Resolution
  • 6 Second Average Call Wait

Find out more: iQuda September 2017 Service KPIs.

Customer Satisfaction

Customer satisfaction is measured via post-ticket surveys. The final score represents the number of “Good” ratings received. “Ok” and “Bad” ratings make up the remainder of the 100% score. In October we received a total of 202 good, 11 ok and 1 bad ratings overall.

SLA Resolution Met

Our average SLA resolution met increased marginally by 0.03 percentage points from 98.58% to 98.61%. This figure has remained well above target for at least the past 12 months.

Reactive Tickets Closed

The number of tickets handled rose by 12% on September. This increase may be behind the fall in our same day resolution rate, a decrease of 2 percentage points from September to October.

Average Call Wait

Our average call wait time remained at a record 6 seconds in October, almost three-quarters down on the same time last year (25 seconds in October 2016).

Expanding Team

The team will be growing over the next few months. No less than 3 new staff are expected to join the service desk team in a range of roles. The change, driven by CEO Stephen Macintosh, is being made to expand our capacity and fill the space in our newly renovated offices.

Find Out More

In the market for managed IT services? Discuss your needs with an advisor today on 01442 251 514, or reach us on info@iquda.co.uk

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