Proportion of our members who needed to contact the agents in May
In May the proportion of members who needed to contact he Agents was 1.65% which has slightly increased from 1.60% a month before. Even with the slight increase, these stats are definitely good news as it means more issues got resolved on the Help forum. A massive thanks goes out to all you fantastic helpers for this.
Agent satisfaction, as rated by members who've had their problems resolved
(average rating out of 5 stars)
Our Agent satisfaction score this week has slightly dropped from 4.49 the previous week to 4.44 this week. These changes can be due to the number of services issues we experienced this week one of them possibly being quite influential in terms of members reaching out to the Agents for help. The score, however, can be affected by many factors, it can be a coincidence of many new members joining at the time we're dealing with a service issue or masts being down in some particular area. Nevertheless 4.44 is still an indicator that we're doing very well. As ideally our target is to reach 4.5+ we're clearly on the right track.
It's worth to mention that not always issues our Agents are dealing with are easy to solve, it takes a sharp mind and ability to define an issue in order to successfully deal with it in given period of time. So what happens if a member accidentally changes their number while porting in and ends up losing the number? Our amazing Agent Conor would definitely know what to do in a situation like this, he would step in ,take that extra mile for our member and get their number back when the member thought all hope was lost. True story!
Thanks for reading and make sure you check back for next weeks scores.