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Communication and response management reporting dashboard September 2009 September 09 Exchanges switched-on REPORT 35 This Month Cumulative % 0 13 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 3,195 460,324

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switched on reporting

September 09

Exchanges switched-on

REPORT 35

This Month

Cumulative

%

0

13

0

switched-on reporting

Website

This Month

Cumulative

100%

100%

Website availability %

Welsh

Welsh

3,195

460,324

Number of visits

6,016

Top 20 Countries this month

(visits to website)

4

81%

77%

SplitResidential %

United Kingdom - 2,787

United States - 56

China - 35

India - 32

Czech Republic - 19

Germany - 18

n/a - 18

Australia - 15

Taiwan - 14

Brazil - 13

France - 12

Japan - 11

Russia - 10

Ireland - 10

The Netherlands - 9

Sweden - 9

Canada - 8

Italy – 7

Belgium - 7

Singapore - 7

12%

14%

SME %

7%

9%

Corporate %

00:06:42

00:02:00

Average dwell time

Average number of pages visited

5

9

Total number of online searches

57,522

1

Residential

7,259

0

Business

Total

1

64,781

switched on reporting4

September 09

Exchanges switched-on

REPORT 35

This Month

Cumulative

%

0

13

0

switched-on reporting

Call Centre

This Month

Cumulative

This Month

Cumulative

Total no. of searches

(Operator & IVR)

00:00:04

0

0

00:00:16

Average time call waiting

28

3,308

Emails recorded & white mail received

Total number of calls (Operator & IVR)

6

249

Volume

Volume

86%

78%

SplitResidential %

24

2,579

Top reasons to call

7%

11%

SME %

2

354

  • Migration date

3%

0%

Corporate %

0

93

7%

9%

CP’s %

2

281

20

2,057

IVR only

This Month

Cumulative

8

1,251

No. of live operator calls only

No. of emails/ white mail/info despatched

249

6

100%

100%

% of calls resolved on first contact

Welsh speaker requests

0

0

22

0

Calls forwarded from CP’s

00:01:57

00:01:47

Average call duration

switched on reporting6

September 09

Exchanges switched-on

REPORT 35

This Month

Cumulative

%

0

13

0

switched-on reporting

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

-

-

-

23%

Awareness %

Poster

-

-

0

0

Reach % of total Households

Direct Mail

-

-

Information Pack

SME

This Month

Cumulative

-

-

Word of Mouth

0

8.5k

Customers reached via DM

-

-

Other

-

-

Awareness %

0

0

Reach (% of Total SME’s)

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
  • We have trialled Google analytics for September to see where web visitors have come from
    • BT, Direct and two consumer sites Samknows and Digitalspy are providing significant numbers of referrals
  • However we have also seen a drop in the number of people visiting the site. This is due to different reporting criteria between the two analytics packages
  • We recommend to run both analytics reports for the next three months and monitor both. We will use Google for this dashboard
    • We will make a recommendation on which package we will use at the end of that period.