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Communication and response management reporting dashboard November 2009 switched-on reporting November 09 Exchanges switched-on REPORT 37 This Month Cumulative % 0 13 0 Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 3,567 467,615 Number of visits

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switched on reporting
switched-on reporting

November 09

Exchanges switched-on

REPORT 37

This Month

Cumulative

%

0

13

0

Website

This Month

Cumulative

100%

100%

Website availability %

Welsh

Welsh

3,567

467,615

Number of visits

6,019

Top 20 Countries this month

(visits to website)

1

84%

77%

SplitResidential %

United Kingdom - 3,207

United States - 45

n/a - 33

India - 21

France - 20

Germany - 16

Ireland - 15

The Netherlands - 13

Canada - 13

Russia - 12

Italy - 11

Japan - 10

China - 9

Taiwan - 8

Australia - 7

Belgium - 7

Spain - 7

Finland - 6

Ukraine - 5

Sweden - 5

11%

14%

SME %

5%

9%

Corporate %

00:06:27

00:01:49

Average dwell time

Average number of pages visited

4

9

Total number of online searches

Total

140

65,155

switched on website traffic
switched-on Website Traffic

November 09

REPORT 37

switched on reporting4
switched-on reporting

November 09

Exchanges switched-on

REPORT 37

This Month

Cumulative

%

0

13

0

Call Centre

This Month

Cumulative

This Month

Cumulative

Total no. of searches

(Operator & IVR)

00:00:03

0

0

00:00:15

Average time call waiting

52

3,385

Emails recorded & white mail received

Total number of calls (Operator & IVR)

1

258

Volume

Volume

92%

79%

SplitResidential %

48

2,672

Top reasons to call

8%

10%

SME %

4

350

  • Migration date
  • Compatibility
  • Speed of broadband

3%

0%

Corporate %

0

90

0%

8%

CP’s %

0

273

37

2,111

IVR only

This Month

Cumulative

15

1,274

No. of live operator calls only

No. of emails/ white mail/info despatched

258

1

100%

100%

% of calls resolved on first contact

Welsh speaker requests

0

0

22

0

Calls forwarded from CP’s

00:03:04

00:01:48

Average call duration

switched on reporting6
switched-on reporting

November 09

Exchanges switched-on

REPORT 37

This Month

Cumulative

%

0

13

0

Communication Methods

Where did you hear about switched-on?

Residential

This Month

Cumulative

This Month

Cumulative

Customers reached via door drop

(DM used to date)

0

63,000

-

-

Leaflet

-

-

-

-

Awareness %

Poster

-

-

0

0

Reach % of total Households

Direct Mail

-

-

Information Pack

SME

This Month

Cumulative

-

-

Word of Mouth

0

8500

Customers reached via DM

-

-

Other

-

-

Awareness %

0

0

Reach (% of Total SME’s)

slide7

November 09

REPORT 37

Google Analytics v Smarter Stats

At the monthly level the Google Analytics (GA) figures are consistently lower than

the Smarter Stats (SS) figures.

Note that GA tagging began on 3 Sept, which explains why the difference is slightly

greater in Sept.

executive summary
Executive summary
  • Call volumes remain low as expected in a non - migrations period
  • However the small volume of calls are predominantly enquiring about migration dates
  • Web visits remain consistent with low traffic volume as expected in a non - migrations period
  • The ratio difference between Smarter Stats and Google analytics remains roughly constant
    • We will continue to monitor both through to the first migration