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

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