Broadband Fault Handling Survey: February 2008

‎20-02-2008

After another quarter has passed it's time to review our previous quarters progress on our broadband faults handling. As part of the review, we survey customers at the conclusion of their fault, looking at the key parts of the process, utilizing the result as a key indicator of our progress. Each month we then look into the results, and make any changes to the nature of the survey questions, and every quarter we then look over the results and use this information we have gained to further improve our fault logging process to benefit the customer. The most recent results are now in and we would like to share these with you in both how we have improved and areas we may even have declined in. First of all, if we look at the previous quarters survey results we have the following key figures from the surveys that were completed. Of the customers who completed the survey after their broadband fault was resolved:-

36% Were not aware that we can offer an SMS text update to their fault.
27% Were not aware of the 0808 free dial-up connection we offer as a backup when a fault is raised.
70% Rated the experience as above average.
47% Were extremely, or very satisfied with the experience.
25% Felt that we did not understand their problem very well.

This compares to this quarters results as follows. Of the customers who completed the survey after their broadband fault was resolved:-

58% Were not aware that we can offer an SMS text update to their fault.
36% Were not aware of the 0808 free dial-up connection we offer as a backup when a fault is raised.
74% Rated the experience as above average.
57% Were extremely, or very satisfied with the experience.
25% Felt that we did not understand their problem very well.

From this we can see that more of our customers are happy with the way their fault was handled, with almost half of all the customers surveyed advising they were extremely or very satisfied with how we dealt with the fault. The number of customers who felt that we could improve on understanding the problem has remained steady, but this is once again too high as we want our customers to feel that if they have a problem with their service they can contact us and we will know what the problem is and how to get it resolved. Once again the number of respondents has doubled. With a higher sample comes a higher confidence in these results. A slight decline in the number of customers raising their faults via our Members Centre has been seen, to 48%. Since our last survey update, we have implemented a new system of calling customers with updates regarding faults. A minimum of two calls to a customer are being processed with both in and out of standard office hours to ensure maximum success of talking to the customer, addressing the required questions and progression of the broadband fault. This itself may account for a decline in the use of SMS with an increase in the number of customers we do not actually need to use this with, especially the sharp decrease of awareness. With the increase in satisfaction of the process, we hope to focus on the element of understanding faults. Plans to target training across the board to ensure a common level of understanding amongst all areas of the support centre. One specific target area will be broadband speed faults, with a huge 22% difference in initial assistance and fault understanding, thus a good starting point. Some other key contributions for Q1 2008 will be the placement of a broadband faults team, dedicated to just one goal. Whilst there are many core agents currently handling this as a team, the skill is spread apart. A dedicated broadband faults team will be central to the target of reaching a common level of understanding.