Proportion of our members who needed to contact the Agents in September
As mentioned before
, the percentage has gone up a bit, due to the fact that during September's service issues we had to advise members to contact the Agents. Although that was really helpful in speeding up the resolution, it did increase the overall number of members who contacted the Agents. We will be aiming to get this as low as possible again.
Agent satisfaction, as rated by members who’ve had their problems resolved
(average rating out of 5 stars)
Our Agent satisfaction score has been jumping up and down lately due to the same reason the proportion of members who needed to contact the Agents has increased the previous month. We have been working on couple of service issues during the past 2 weeks but now we're just waiting for the last updates to get them resolved. We hope that the next week this score will go up again. However, it's not only service issues that have impacted this - September and October are both really important months for us as many new members are joining giffgaff. This means more new members will be contacting Agents regarding different issues that sometimes can be very simple and resolvable on the Help forum but also more tricky ones that can take a bit more time. That's not bad news though as we're gaining many new Community members who, I'm sure, will be enjoying their time here. 🙂
As usual our lovely Agents have prepared a story for us to share and this one is about a member who accidentally bought £12 4G goodybag without knowing their phone doesn't support 4G. As an existing member who joined prior to 2nd September they were still able to use 3G goodybag option but decided to change to 4G. Unfortunately, their phone wasn't 4G ready so they payed for 4G goodybag but only received 3G signal. Our Agent Cathal picked up the case and removed the 4G goodybag applying the £12 as credit and allowed the member to purchase the goodybag they meant to buy. The member signed off with this:
"thank you Cathal you are a star!!
I am so grateful for your time and help"
Have a wonderful week everyone,