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Support Ticket Ratings

Service

When a support Question (also known as a Ticket) is closed, every customer has the opportunity to rate the support that they have received.

The table below shows results for the last 12 weeks:

Date Range	Number of Tickets rated	Ticket Rating
Date Range	Number of Tickets rated	Satisfactory		Undecided		Disappointed		Disappointed (With reason)
17/03/08 - 23/03/08	632	480	75.95%	105	16.61%	37	5.85%	10	1.58%
24/03/08 - 30/03/08	818	609	74.45%	152	18.58%	46	5.62%	11	1.34%
31/03/08 - 06/04/08	1041	777	74.64%	167	16.04%	88	8.45%	9	0.86%
07/04/08 - 13/04/08	1076	799	74.26%	203	18.87%	63	5.86%	11	1.02%
14/04/08 - 20/04/08	1096	788	71.9%	225	20.53%	76	6.93%	7	0.64%
21/04/08 - 27/04/08	1143	816	71.39%	235	20.56%	86	7.52%	6	0.52%
28/04/08 - 04/05/08	1196	878	73.41%	227	18.98%	74	6.19%	17	1.42%
05/05/08 - 11/05/08	1085	818	75.39%	168	15.48%	83	7.65%	16	1.47%
12/05/08 - 18/05/08	1225	903	73.71%	227	18.53%	73	5.96%	22	1.8%
19/05/08 - 25/05/08	885	637	71.98%	167	18.87%	65	7.34%	16	1.81%
26/05/08 - 01/06/08	806	598	74.19%	138	17.12%	50	6.2%	20	2.48%
02/06/08 - 08/06/08	859	617	71.83%	148	17.23%	72	8.38%	22	2.56%

Explanation of Ticket ratings:

Reason	Details
Satisfactory	A customer has closed their support request and is happy with the response given.
Undecided	A customer has closed their support request and is indifferent to the response given.
Disappointed	A customer has closed their support request and was not happy with the answer. However, the request was looked at by a Customer Service Team Manager who is satisfied that the responses given were as helpful as possible. For instance, a customer may not be happy with the 30 day notice period required to terminate their broadband contract, but the answer is technically correct.
Disappointed (With Reason)	A customer has closed their support request and wasn't happy with the answer. A Customer Service Team Manager has looked into the requested and has confirmed that the Support Team could have done more to assist.

The following graph shows the percentage ratings for each category for the same time period:

Graph showing information on responses asking customers to rate the response they received on their online support requests

This page last updated 12th June 2008

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