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Communication and response management reporting dashboard

Communication and response management reporting dashboard. January 2010. January 10. Exchanges switched-on. REPORT 39. This Month. Cumulative. %. 0. 13. 0. switched-on reporting. Website. This Month. Cumulative. 100%. 100%. Website availability %. Welsh. Welsh. 4692. 475685.

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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard January 2010

  2. January 10 Exchanges switched-on REPORT 39 This Month Cumulative % 0 13 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 4692 475685 Number of visits 6056 Top 20 Countries this month (visits to website) 15 87% 77% SplitResidential % United Kingdom - 6182 United States - 3841 N/A - 260 China - 140 Netherlands - 19 Ukraine - 23 Malaysia - 21 Germany - 56 India - 33 Norway - 14 Canada - 12 Japan - 19 France - 18 Spain - 12 Europe - 3 Italy - 20 Sweden - 14 Australia - 31 Philippines - 5 Ireland - 8 8% 14% SME % 4% 9% Corporate % 00:06:13 00:01:52 Average dwell time Average number of pages visited 5 9 Total number of online searches Total 7 65,168

  3. January 10 REPORT 39 switched-on Website Traffic

  4. December 09 Exchanges switched-on REPORT 38 This Month Cumulative % 0 13 0 switched-on reporting Call Centre This Month Cumulative This Month Cumulative Total no. of searches (Operator & IVR) 00:00:15 0 0 00:00:15 Average time call waiting 42 3441 Emails recorded & white mail received Total number of calls (Operator & IVR) 8 267 Volume Volume 88% 80% SplitResidential % 14 2742 Top reasons to call 12% 10% SME % 0 348 • Migration date 3% 0% Corporate % 0 87 0% 8% CP’s % 0 263 5 2118 IVR only This Month Cumulative 37 1323 No. of live operator calls only No. of emails/ white mail/info despatched 267 8 98% 100% % of calls resolved on first contact Welsh speaker requests 0 0 22 0 Calls forwarded from CP’s 00:01:24 00:01:47 Average call duration

  5. January 10 REPORT 39 switched-on Call Centre Traffic

  6. January 10 Exchanges switched-on REPORT 39 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 - - - - Awareness % Poster - - 0 0 Reach % of total Households Direct Mail - - Information Pack SME This Month Cumulative - - Word of Mouth 0 8,500 Customers reached via DM - - Other - - Awareness % 0 0 Reach (% of Total SME’s)

  7. January 10 REPORT 39 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 • Both and web and call volumes remain low • However Samknows is now the main referrer site to switched on with 29% of all visits • Samknows have been contacted to see if they can provide any further information on the reasons behind this • The differences between SS and Google analytics are becoming smaller. There is only a 9% difference.

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