Communication andresponse management

reporting dashboard

September 2008

switched-on reporting0This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

9,276 352,983Number of visits

71% 76%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United States - 3,905United Kingdom - 3,883N/A - 909Sweden - 86India - 54Germany - 46China - 45Europe - 37France - 36Australia - 28

15% 14%SME %

15% 9%Corporate %

00:06:20 00:07:31Average dwell time

7 10Average number of pages visited

14 57,417Residential

2 7,250Business

16 64,667Total

Total number of online searches

New Zealand - 24Netherlands - 18Israel - 17Canada - 15South Korea - 14Switzerland - 13Spain - 12Japan - 10Taiwan - 9Italy - 9

REPORT 23

September 08

154 4,984

Welsh Welsh

2 0

switched-on reporting

switched-on Website TrafficREPORT 23

September 08

6,000

8,000

10,000

12,000

14,000

16,000

18,000

20,000

No

. o

f V

isit

s

Month

Number of Visits per Month

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

Average Dwelling Time per Visit (Minutes)

02468

1012141618

Se

p-0

7

Oct

-07

No

v-0

7

De

c-0

7

Jan

-08

Fe

b-0

8

Ma

r-0

8

Ap

r-0

8

Ma

y-0

8

Jun

-08

Jul-

08

Au

g-0

8

Se

p-0

8

Month

Ave

. M

inu

tes

0500

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

No

. o

f V

isit

s

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Apr

-08

May

-08

Jun-

08

Jul-0

8

Aug

-08

Sep

-08

Month

Number of Online Searches (Residential vs. Business)

ResidentialBusiness

switched-on reporting

Call CentreCall Centre

00:00:13

This Month

00:00:16

Cumulative

Average time call waiting

104 2,073Total number of calls (Operator & IVR)

80% 76%Split Residential %

12% 10% SME %

0% 4% Corporate %

70 1,243IVR only

34 830No. of live operator calls only

100% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:01:41 00:01:40Average call duration

Top reasons to call

• Migration date

• FAQs

REPORT 23

September 08

-

This Month

-

Cumulative

Total no. of searches(Operator & IVR)

7 176Emails recorded & white mail received

7 176No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

8% 10% CP’s %

0This Month Cumulative %Exchanges switched-on 2 0

0

83

12

0

8

Volume

1,570

217

87

199

Volume

switched-on Call Centre TrafficREPORT 23

September 08

0

20

40

60

80

100

120

No. of Calls

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Apr

-08

May

-08

Jun-

08

Jul-0

8

Aug

-08

Sep

-08

Months

Total Number of Calls Received(Split by Response Mechanism)

IVR Only Agent Only Abandoned

Split of Calls Recieved

Residential, 76%

SME, 10%

CP's, 10%Corporate, 4%

Avg. Call Duration Per Month

00:00

00:43

01:26

02:10

02:53

03:36

Months

Tim

e (m

m:s

s)

Monthly Average Time Cumulative Av. Time

Call Centre: Avg. Time Call Waiting

00:00

00:17

00:35

00:52

01:09

01:26

Sep-0

7

Oct-

07

Nov-0

7

Dec-0

7

Jan-0

8

Feb-0

8

Mar-

08

Apr-

08

May-0

8

Jun-0

8

Jul-08

Aug-0

8

Sep-0

8

Months

Wait

ing

Tim

e (

mm

:ss)

Monthly Average Time Cumulative Ave. Time

switched-on reporting

REPORT 23

September 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 SMEs)

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

0This Month Cumulative %Exchanges switched-on 2 0