Monday, 2 June 2014

Latest support statistics from Start Software

We are very careful to log and track every call for assistance from our clients.  We can help our customers by telephone and PC remote control 24x7 and we typically receive more than 450 calls each month on our help desk number, 0845 612 2402.

In May, we resolved 458 calls for assistance and 403 of those were resolved in the time-scales requested by the caller.  That's really pretty good especially considering the urgent nature of many of the calls we receive:

Month
In time (%)
In time (H) (%)
In time (total)
In time (H) (total)
Total solved
2014-05
87.99
91.61
403
142
458
2014-04
88.86
88.41
375
122
422
2014-03
85.65
82.35
358
140
418
2014-02
83.80
85.64
357
155
426
2014-01
90.62
87.04
618
262
682
2013-12
90.60
92.15
453
176
500
 
 
 
2564
997
2906

Looking at the reasons our callers get in touch, you can see that very few relate to "bugs" - they are mainly requests for software changes or queries with data:

Breakdown of calls received by Start Software in May 2014
The data we use to produce these statistics comes from our own Alpha Tracker system and is produced automatically by Tracker Dashboard.  All data is audited by ISO 9001 Quality Assessors to ensure that it is correct and accurate.

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