ICC Customer Service & Helpdesk Support Statistics
At ICC we take customer service delivery and service visits very seriously, especially through these unprecedented and uncertain times. Through our management system we strive to provide the very best helpdesk support to our customers, with fast and efficient response times, first time fix rates and meeting SLA targets. We offer positive customer experiences and deliver product or services that our customers expect to receive from ICC.
This infographic shows some of our excellent service delivery statistics average from the last quarter Q2 from July through to the end of September 2020. Our mission is to provide customers with professional IT services and hardware that compliment their business requirements and exceed their expectations.
Service Level Agreement (SLA) Rate
The SLA is a commitment between ICC and its customers, which defines the level of service that they expect to receive and by which the service is measured.
An SLA contract usually includes the following:
- Statement of objectives
- Scope of services to be covered
- Responsibilities of the service provider
- Responsibilities of the customer
- Performance indicators (response times, resolution times etc)
- Penalties or remedies for contract breach
- Exclusions from the contract
Therefore, it is important to be able to accurately report whether the criteria of the SLA have been met, as promised. ICC are happy to report a monthly SLA rate as an achieved percentage of performance indicators. This SLA measurement reflects the service delivery success rate for meeting standards, performance and customer expectations, that you can expect from The ICC Group.
First Time Fix (FTF) Rate
ICC are proud to report a consistently high first time fix rate across all managed services contracts, throughout the last three quarters of 2020 (see table of statistics below). This rate shows the percentage rate a field service engineer or technician is able to fix the issue first time, without the need for additional resource, information or parts. It also shows that ICC are able to fix the issue in one visit, without the need to return to site at another point in time, going the extra mile and therefore keeping customers happy.
This excellent FTF rate means that we are able to achieve higher customer satisfaction by delivering what we set out to do first time round. There are many factors that can negatively impact this first time fix rate, these include:
- Availability of parts
- Customer or asset availability for service
- An incorrect diagnosis of the issue
- Engineer or technician without the right skills
- If the fix was only temporary
Therefore, when a high percentage of the first time fix rate is achieved, this positively increases efficiency, productivity, customer satisfaction, customer retention and can help to reduce costs.
Average Response Time
ICC are pleased to report an average response time of 16 minutes 14 seconds in the last quarter (July to September) and an impressive average of 10 minutes and 43 seconds over the first nine months of 2020. This is an excellent industry leading SLA average response time of calls raised to the helpdesk over a nine month period.
The time recorded is from the moment an issue is raised, either by phone, email or customer portal, until an action plan has been put in place and communicated to the customer. There are many factors that can increase the response time such as complicated issues raised, volume of calls, demand for support, skills of technical advisers, parts availability, to name a few.
It is therefore important to ICC to deliver quick response times in order to achieve excellent service delivery, customer satisfaction and above all meet service level agreements. ICC’s impressive average response time statistics are a testament to the helpdesk support team, their customer service skill and commitment to providing excellent and consistent customer service.
ICC are appreciative to be rated ‘Excellent’ on TrustPilot with 74 reviews from customers with an overall trust rating of 4.8 out of 5. ICC’s reviews show how customers feel and reflects the great customer service they receive long term.
The TrustPilot review platform allows customers to give honest feedback with transparency and ensures reviews are legitimate. Customers can provide comments about any aspect of the business whether it is service delivery, hardware supply or maintenance support. This helps to build ICC’s overall credibility and company reputation. It also allows new customers to make informed choices when it comes to their buying process.
If you would like to give ICC feedback on any aspect of our IT services or support, you can do so through this link: The ICC Group TrustPilot Review Page, we look forward to hearing from you.
Customer Satisfaction (CSAT)
The field service engineer first time fix rate often has the most impact on overall customer satisfaction. When problems or issues are resolved quickly and efficiently, first time and without complaints, customers will be satisfied with the results.
We are very happy that our customers who have responded to our feedback survey have been 100% satisfied in the first nine months of 2020. We are happy that our customers can contact us through a variety of means including website contact forms, live chat, customer portal, email and telephone these all help to keep communication channels open so that we are easy to reach at all times.
Customer service feedback is important to us, not only to ensure we are delivering good customer service but also to highlight areas that may require improvement. If you would like to offer us feedback following service delivery you can do so through this link: ICC Helpdesk Survey. We would love to hear about your customer service experiences.
Service Delivery Statistics Overview
This table shows ICC’s service delivery statistics per month in 2020, highlighting ICC’s targets and reporting a year to date (YTD) average. It shows more granular statistics which fluctuate from month to month, caused by different impacting factors, as mentioned above. We are pleased to report stable and consistent statistics for the first three quarters of 2020 from January to the end of September.
Making IT Happen and excellent service management is at the heart of what we do.