I hope you’re all doing well.
We’ve been getting some really positive feedback from you folks on this monthly update and I know a few of you requested that I put last month’s scores out before I head away for some time off, so my apologies if this update is a little shorter than usual.
As always, our agents and members have done a cracking job and here are the numbers to prove it.
The contact rate for September was: 1.53%
So 1.53% of our members had to contact an agent for support in resolving an issue. This is 0.03% points lower than what the contact rate was for the month of August, meaning that fewer members had to contact the agents and more issues were resolved on our help and support board.
This is also the 9th month running where the contact rate for agents is below 1.6%.
As for our member satisfaction score - the score our members give to our agents after having contacted them, this was 4.30 out of 5. Along with this, the agents were able to solve a whopping 80.5% of the cases with just a single response (Kudos to them!).
Now, let’s have a look at a few things our members had to say about the agents:
‘The agent (Aarron) understood my problem straight away. I didn’t have to give any more info. It really felt like true empathy. Thank you very much!’
‘Never have I received a more detailed response to an inquiry. Good job guys!’
'The agent (Natalia) checked that my giffgaff settings were ok and then made a suggestion about the recent phone system upgrade that I’d mentioned. Finally she told me that if the problem wasn’t my phone software it must be a Paypal issue and she described in some detail what they would need to do to fix it. Brilliant. What a pleasure to deal with someone so well trained and helpful and obviously highly intelligent.'
Thank you all for doing such an amazing job! I’ll check back in next month with another round of agent scores.
Have a great week everyone.
Henna =] x