PlusNet: Raising the Bar
Once again, Plusnet have shown the rest of the Broadband UK how to communicate customer service levels.
The note is extremely detailed and unbelievably contains some KPIs which would even mean something to its customer base: average call answer times (11 mins), average ticket close time (30 hours), support backlog, provisioning backlog, etc.
The most interesting metric to me is the fault rate per supplier group: comparing the LLU base, Max base and standard resold base. Interestingly, the fault rate on the BT rate adaptive product is approaching the fault rates on the Tiscali LLU platform.
Well done, PlusNet.
The note is extremely detailed and unbelievably contains some KPIs which would even mean something to its customer base: average call answer times (11 mins), average ticket close time (30 hours), support backlog, provisioning backlog, etc.
The most interesting metric to me is the fault rate per supplier group: comparing the LLU base, Max base and standard resold base. Interestingly, the fault rate on the BT rate adaptive product is approaching the fault rates on the Tiscali LLU platform.
Well done, PlusNet.
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