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Communication and response management reporting dashboard

Communication and response management reporting dashboard. April 2010. April 10. Exchanges switched-on. REPORT 42. This Month. Cumulative. %. 0. 13. 0. switched-on reporting. Website. This Month. Cumulative. 100%. 100%. Website availability %. Welsh. Welsh. 3496. 488,433.

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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard April 2010

  2. April 10 Exchanges switched-on REPORT 42 This Month Cumulative % 0 13 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 3496 488,433 Number of visits 6098 Top 20 Countries this month (visits to website) 11 86% 78% SplitResidential % Russian Fed. 14 Israel 12 Japan 11 Sweden 11 Ukraine 11 Ireland 11 Poland 9 Austria 8 Spain 8 Switzerland 7 UK 3,999 United States 3,725 N/A 289 China 245 Germany 43 India 32 Australia 29 Taiwan 20 France 19 Italy 14 10% 14% SME % 4% 9% Corporate % 00:05:55 00:01:39 Average dwell time Average number of pages visited 5 9 Total number of online searches Total 1 65178

  3. April 10 REPORT 42 switched-on Website Traffic

  4. April10 Exchanges switched-on REPORT 42 This Month Cumulative % 0 13 0 switched-on reporting Call Centre This Month Cumulative This Month Cumulative Total no. of searches (Operator & IVR) 00:00:10 0 0 00:00:15 Average time call waiting 8 3584 Emails recorded & white mail received Total number of calls (Operator & IVR) 7 277 Volume Volume 93% 81% SplitResidential % 7 2872 Top reasons to call 7% 10% SME % 1 357 • Migration date 2% 0% Corporate % 0 86 0% 7% CP’s % 0 261 1 2191 IVR only This Month Cumulative 7 1387 No. of live operator calls only No. of emails/ white mail/info despatched 286 7 98% 100% % of calls resolved on first contact Welsh speaker requests 0 0 22 0 Calls forwarded from CP’s 00:00:51 00:01:45 Average call duration

  5. April 10 REPORT 42 switched-on Call Centre Traffic

  6. switched-on reporting April 10 Exchanges switched-on REPORT 42 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 8,500 Customers reached via DM - - Other - - Awareness % 0 0 Reach (% of Total SME’s)

  7. April10 REPORT 42 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.

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