Communication andresponse management

reporting dashboard

March 2008

switched-on reporting1This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

10,611 292,777Number of visits

82% 92%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United Kingdom – 4,890United States – 4,039N/A - 917Sweden - 237Australia - 69China - 54France - 45Singapore - 41Germany - 34India - 33

11% 16%SME %

7% 11%Corporate %

00:07:59 00:08:23Average dwell time

7 11Average number of pages visited

14 57,288Residential

4 7,242Business

18 64,530Total

Total number of online searches

Netherlands - 24Hong Kong - 22Japan - 20Switzerland - 19Romania - 18Italy - 16Canada - 14Poland - 13Ireland - 11Spain - 10

REPORT 17

March 08

153 4,069

Welsh Welsh

2 0

switched-on Website TrafficREPORT 17

February 08

02,0004,0006,0008,000

10,00012,00014,00016,00018,00020,000

No

. o

f V

isit

s

Months

Number of Visits per Month

Average Dwelling Time per Visit (Minutes)

02468

1012141618

Ma

r-0

7

Ap

r-0

7

Ma

y-0

7

Jun

-07

Jul-

07

Au

g-0

7

Se

p-0

7

Oct

-07

No

v-0

7

De

c-0

7

Jan

-08

Fe

b-0

8

Ma

r-0

8

Month

Ave

. M

inu

tes

0500

1,0001,5002,0002,5003,0003,5004,0004,5005,000

No

. o

f V

isit

s

Mar

-07

Apr

-07

May

-07

Jun-

07

Jul-0

7

Aug

-07

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Month

Number of Online Searches (Residential vs. Business)

ResidentialBusiness

0%10%20%30%40%50%60%70%80%90%

100%

% o

f V

isit

s

Month

Percent of Visits by Residential - SME - Corp.

CorporateSMEResidential

switched-on reporting

Call CentreCall Centre

00:01:17

This Month

00:00:14

Cumulative

Average time call waiting

64 1,620Total number of calls (Operator & IVR)

80% 74%Split Residential %

12% 10% SME %

0% 6% Corporate %

41 992IVR only

23 628No. of live operator calls only

100% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:02:11 00:01:37Average call duration

Top reasons to call

• CPE (equipment compatibility)

• Migration date and information

• FAQ's

REPORT 17

March 08

-

This Month

-

Cumulative

Total no. of searches(Operator & IVR)

8 142Emails recorded & white mail received

8 142No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

8% 10% CP’s %

1This Month Cumulative %Exchanges switched-on 2 0

2

51

8

0

5

Volume

1,203

162

91

164

Volume

switched-on Call Centre TrafficREPORT 17

March 08

020406080

100120140

No. of Calls

Mar

-07

Apr

-07

May

-07

Jun-

07

Jul-0

7

Aug

-07

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Months

Total Number of Calls Received(Split by Response Mechanism)

IVR Only Agent Only Abandoned

Split of Calls Recieved

Residential, 74%

SME, 10%

CP's, 10%Corporate, 6%

Call Centre: Avg. Time Call Waiting

00:00

00:17

00:35

00:52

01:09

01:26

Mar-

07

Apr-

07

May-0

7

Jun-0

7

Jul-07

Aug-0

7

Sep-0

7

Oct-

07

Nov-0

7

Dec-0

7

Jan-0

8

Feb-0

8

Mar-

08

Months

Wait

ing

Tim

e (

mm

:ss)

Monthly Average Time Cumulative Ave. Time

Avg. Call Duration Per Month

00:00

00:4301:26

02:1002:53

03:36

Months

Tim

e (m

m:s

s)

Monthly Average Time Cumulative Av. Time

switched-on reporting

REPORT 17

March 08

Communication MethodsCommunication Methods

0

This Month CumulativeResidential

Customers reached via door drop(DM used to date)

-Awareness %

0Reach % of total Households

SME

Customers reached via DM

Awareness %

Reach (% of Total SME’s)

Where did you hear about switched-on?

0

This Month Cumulative

-

0

Leaflet

Poster

Direct Mail

-

This Month Cumulative

-

-

Information Pack

Word of Mouth

Other

-

-

-

-

-

-

-

-

-

86

-

0

759

-

0

1This Month Cumulative %Exchanges switched-on 2 0