Our Service Delivery KPIs Explained Our Service Delivery KPIs Explained

On the homepage of our website you will see we publish 5 key performance indicators for the service desk. These are just a few of the metrics we monitor to ensure our high standard of customer service is achieved each month and that we are fulfilling our obligations and exceeding expectations. We can produce reports for our customers on all aspects of their service delivery.

We choose to showcase these particular 5 KPIs as they reflect what our customers deem to be the most important to ensure their business is productive and that any IT issues or requests are dealt with promptly and lets them see to what level the service is being utilised.

Average Waiting Time

This is the average time it takes for one of our service desk technicians to answer the phone when you call in.

We do not employ call loggers so when you call in you get to speak to a technician who will understand your issue, log it correctly with possible courses of action or if it is a straight forward call fix it there and then while you are on the call.

Reactive Tickets Closed

This is the total number of reactive tickets logged in the previous month, this will include support calls and service requests but not tickets created automatically by our remote monitoring systems as these have their own metrics that we work to.

We include this metric as our customers like to see how many tickets their users are logging and from an overall view it is easy to get high KPIs when your workload is low so we show the total volume of tickets each month to show that we have the resources and skill sets to maintain a high level of service regardless of the workload placed upon us thanks to our well-staffed and monitored service team.

Reactive Tickets Closed

SLAs Met

Our Service Level Agreements (SLA) is what we agree with our customers to ensure we deal with IT issues and requests within an agreed upon time-frame.

The value shown on the homepage is how often we responded within those agreed upon SLAs. The higher the percentage the better.

Different customers require different levels of SLA and even different types of calls will differ, a major outage for one customer may be a 1-hour response time, another it may be 15 minutes. A service request may have a 2-day SLA for one customer and 4 hours for another. These are tailored to each customer’s needs at time of signing on.

Fixed Within 2 Hours

This is the percentage of calls that are fully resolved and closed within 2 hours of being logged on the system either by phone, email or client portal.

We strive to close all requests as quickly as possible, a lot of the time on initial call but this will not always be possible for example it maybe a complex issue that requires investigation and troubleshooting or that requires third party intervention or parts for a system.

However, we feel that to resolve over 75% of tickets within 2 hours is well above industry benchmarks and what we consistently strive to achieve, the higher the percentage above 75%, the better. It demonstrates that we treat each call with urgency and have capable, experienced technicians dealing with requests in a timely manner.

Fixed Within 2 Hours

Customer Satisfaction

If you visit our “About Us” us page you will see we strive to be the very best at what we do, we pride ourselves on our excellent customer service and this KPI reflects what our customers think of their service from us.

After every support or service ticket is complete the client is asked to rate us on 4 key metrics giving us a score out 5, they are also able to leave additional comments on their level of service and we will be posting some of these on our social accounts to highlight the good work the members of the service desk do on behalf of our clients.

We read each survey that comes in both positive and negative and any negative surveys are investigated by the service desk manager to ascertain where the issue was as listening to our customers allows us to constantly refine our service for continual improvement.

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This form collects your name and phone number so that we can contact you. Check out our Privacy Policy for the full story on how we store, process and protect your submitted data. If you choose not to consent, please use an alternative contact method shown on our Contact page.