June 2021: Service Desk Update

Hello everyone,

Hope you are all well.

There has been much talk over the last few weeks on sporting events such as the Euros, Wimbledon or for those Ice Hockey fans the Stanley Cup.

Time for the KPI review for June:

  • We resolved 1134 tickets last month, which 92% were resolved in under an hour
  • First Response SLA stands at 92.73%
  • Customer Happiness stands at 100.00%

We had another month of 100% positive feedback from our ticket surveys, as well as an increase on the amount of feedback being provided. Your feedback is always appreciated and if you have not already, please do leave us feedback on the ticket closure emails to help us improve our service or just to let the team know they are doing an excellent job.

New SLAs now Live (as of 1st July)

We previously announced the new SLAs went live from the 1st of July for all customers. We have already had positive feedback from many clients on our new ‘Quick Fix List’ and the improved response times, which are based on the ticket priority.

As always, I hope you found this update useful. Let us know if there is anything else we can do to help.

Thanks

Sam

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