ICC Customer Service & Helpdesk Support Statistics
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 technical 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 us.
Our mission is to provide customers with professional IT services and hardware that compliment their business requirements and exceed their expectations. We believe that these industry leading statistics demonstrate how we achieve and deliver this mission.
Average Response Time
We are pleased to report an average response time of just 7 minutes 25 seconds for Q4 January to March 2021. This is an excellent industry leading average response time of calls raised to the helpdesk over the quarter and a great start to 2021.
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. We also can’t ignore the impact of Covid-19 which has put pressure on the helpdesk team, such as remote working and limited access to parts. However, they have pulled through and have continued to deliver an outstanding service despite these added complications.
It is important that we deliver quick response times in order to achieve excellent service delivery, customer satisfaction and above all meet service level agreements. Our impressive average response time statistics are a testament to the helpdesk support team, their customer service skills and commitment to providing excellent and consistent customer service.
Service Level Agreement (SLA) Rate
The SLA is a commitment between ICC and our 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 has been met, as promised. We are proud to report an SLA rate of 97% for Q4 January to March 2021, 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. Although this rate falls just below our target of 98%, we are working hard behind the scenes to improve the delivery of service level agreements and it is an improvement priority for 2021.
First Time Fix (FTF) Rate
We can report a FTF rate of 90% for Q4 January to March 2021. Although this rate is below our target, it is above industry standard and we are continually working to increase this rate and hit our target of 95%. 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 we 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. 2020 has proved to be an extremely difficult year, but despite the impact of Covid-19, with additional safety procedures to follow and travel restrictions to take into account, we have managed to keep the FTF rate consistently high throughout last year and through to Q4 2021.
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
- Covid-19 variables and/or travel restrictions
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.
We appreciate being rated ‘Excellent’ on TrustPilot with 74 reviews from customers with an overall trust rating of 4.8 out of 5. Our 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, maintenance support or managed services. This helps to build our 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 us 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 and thank you for your support.
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 proud that our customers who have responded to our feedback survey have been 100% satisfied in Q4 2021. 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 2020
This table shows our service delivery statistics per month in 2020, highlighting our targets and reporting an overall annual average for 2020. It shows more granular statistics which fluctuate from month to month, caused by different impacting factors, as mentioned above.
We are pleased to report industry leading and consistent statistics throughout the whole year of 2020, and we are proud to have exceeded our targets.