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