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Communication and response management reporting dashboard

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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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard November 2009

  2. 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

  3. switched-on Website Traffic November 09 REPORT 37

  4. 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

  5. switched-on Call Centre Traffic November 09 REPORT 37

  6. 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)

  7. 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.

  8. 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

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