Every month, information about the customer support is collected to put together statistics. These are then analysed to highlight performance indicators and measures are taken to guarantee a quality service! But what are the main indicators?
Our focus is customer satisfaction. It is sometimes hard to measure this directly in relation to the customer support. This is why we carry out a customer satisfaction survey every year, in which the customer support service is assessed. In 2016, the percentage of customer satisfaction achieved was around 80%. This is encouraging and we are constantly striving to do better. This is why we contact any customers who were not happy to find out what we can do to improve our service in their opinion.
The first direct analysis looks at the daily volume of tickets created and handled during the month that has ended. By doing this, we can put in place the resources needed to cope with this workload. It may vary from month to month as it depends on a number of different factors (specific accounting period, number of new customers, annual leave etc.).
The second analysis looks at responsiveness, in other words, the average time it takes to resolve a customer support ticket. We need to combine efficiency and quality. 80% of tickets were resolved within 3 days, which is a good result. In order to guarantee better responsiveness, we are working on prioritising tickets to guarantee an even shorter response time when the ticket is deemed to be high priority. More than 94% of priority tickets are resolved within this same period of 3 days.
The third analysis that is of interest to us and affects the way we work is how the tickets are created. Most of the time, they come via our Extranet (https://my.easi.net/). This is the best way to work as it guarantees a high level of responsiveness and makes it easier to follow up communication between the different parties involved. We can see that 73.5% of tickets were created via the Extranet while 26.5% came from telephone calls.
It is on the basis of these statistics, and above all what we do with them, that we can guarantee that our customer support provides an excellent service!