We believe it is important to share information about how we are performing and statistics about the work we are doing. Here you can find a variety of charts and tables providing regularly updated details about the number of requests we have dealt with, our satisfaction ratings as well as other information you may find interesting or useful. A commentary is also provided to explain the background to the figures and trends we are seeing.
The information on this page was last updated on 19 July. The next update will be early next month.
The chart below shows the number of requests we have received each month along with a moving 12 month average (red).
Our experience is that all clients systems and services are operating well, clients themselves are busy and are making use of self-support capabilities and so we expect the overall long term trend to be a continued steady reduction in requests to the helpdesk.
We saw a jump in the number of requests in May and June and this is likely to be the result of a significant expansion by one of our clients both in number offices and headcount and this in turn has led to an upturn in requests. This should start to ease back from July and we expect July and August in particular to be quieter.
We randomly send out a survey when a request is completed asking the individual a number of questions about how we performed on that occasion. The overall satisfaction rating is an average of the past 3 months and is the average of the answers received over each month to determine how satisfied people are with the service being provided.
Below shows our average (to end June 2017) satisfaction rating for past three months:
The chart below shows the monthly satisfaction ratings from January 2016.
The average satisfaction ratings for the past 3 months have increased to 96.5% and another 100% was achieved in May.
As a thank you, for every survey received we make a donation to a nominated charity and to date we have donated £901.