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Deskside Support Service Metrics (August 2014 - July 2015)

Service Metrics

  • Tickets Resolved by the Deskside Services Team by Service Product

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Total Tickets Resolved: 11,912

NB: Each ticket may contain multiple tasks

  • Deskside Resolved 'Tickets' by Call Type

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Performance Metrics

  • Monthly average time to resolve 'tickets'

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    *On average Users can expect their call to be resolved within 2 working days (i.e. 16 hours). Exludes calls relating to Workarea Service.

  • Monthly resolution against Service Level Target

    Deskside resolution against SLT

    *SLT relates to standard priority (P3) calls which are expected to be resolved within 4 working days. Over the current period, resolution average for P3 calls resolved by Deskside team within 4 working days is 93%.

Customer Feedback for Calls Resolved by Deskside Services

The survey response method used is the Net Promoter Score(NPS) which is an industry standard that calculates a score between -100 and +100 based on customer survey responses.Customers respond on a 0-to-10 point rating scale and are categorized as follows: Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6).The service NPS score is calculated by taking the percentage of customer survey responses that are Promoters and subtracting the percentage from those that are Detractors.

NPS SCORE: 83

// A score of +50 is considered excellent

Click images to go to the relevant chart.

Calls by Service Product
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Calls by Type
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Avg Time to Resolve
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Resolution SLT

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Customer Feedback
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