Customer satisfaction is extremely important to us. That's why we publish these statistics to keep everyone at PlusNet focused on your needs.
If we're not meeting our target times, we'll be working hard to make improvements.
Calls to the Customer Support Centre
Residential Call statistics (updated at least every 3 minutes)
Current calls waiting
Longest call waiting now
Average answer time today
0
0 seconds
3 minutes and 17 seconds
Last updated:
November 20, 2009, 10:14 pm
Residential Call statistics (updated every 30 minutes)
Inbound Call Handling
This graph represents the number of inbound calls into our call centre in any given 5 minute period. As you can see there are certain times of the day where we are busier than others. However, we actively monitor our peak times to ensure we always have enough people on the phones to answer your queries without keeping you waiting too long in a queue.
Business Call statistics (updated at least every 3 minutes)
Current calls waiting
Longest call waiting now
Average answer time today
0
0 seconds
59 seconds
Last updated:
November 20, 2009, 10:15 pm
No graph is shown for business calls because of the relatively low call volumes and high answer rate.
Customer Question handling
When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 4 hours.
Question Handling Statistics
Average closure time
Target closure time
2 days, 14 hours, 18 minutes and 19 seconds
4 hours
Last updated: November 20, 2009, 8:43 am
Connection Faults
When a customer reports a physical fault on their broadband connection, e.g. intermittent sync, we work with third parties such as the network supplier to fix the problem. Connection faults can therefore take up to 7 working days to clear.
We sell broadband, phone, VoIP and more to homes and businesses in the UK. Winner of 9 out of 11 Categories in the 2008 USwitch survey. Winner of "Best Consumer ISP" at 2008 ISPA awards. Voted number 1 in the Broadband Choices 2008 survey.
