Communication and response management reporting dashboard October 2009

switched-on reporting 0 This MonthCumulative% Website 100% This Month 100% Cumulative Website availability % 3,724464,048 Number of visits 83%77% Split Residential % Top 20 Countries this month (visits to website) Exchanges switched-on United Kingdom - 3,321 United States - 72 China - 24 Canada - 23 India - 22 Germany - 21 n/a - 21 Australia - 17 France - 15 Ireland %14% SME % 5% 9% Corporate % 00:01:52 00:06:34 Average dwell time 49 Average number of pages visited 15065,075 Total Total number of online searches The Netherlands - 12 Italy - 11 Russia - 11 Greece - 7 Poland - 6 Singapore - 6 South Korea - 6 Japan - 6 Spain - 6 Jersey - 6 REPORT 36 October ,018 Welsh 130

switched-on Website Traffic REPORT 36 October 09

switched-on reporting Call Centre 00:00:04 This Month 00:00:16 Cumulative Average time call waiting 25 3,333 Total number of calls (Operator & IVR) 100% 79% Split Residential % 0% 10% SME % 0% 3% Corporate % 17 2,074 IVR only 8 1,258 No. of live operator calls only 100% % of calls resolved on first contact 22 Calls forwarded from CP’s 00:02:1700:01:47 Average call duration Top reasons to call Migration date REPORT 36 October 09 0 This Month 0 Cumulative Total no. of searches (Operator & IVR) s recorded & white mail received No. of s/ white mail/info despatched 00 Welsh speaker requests This MonthCumulative 0% 8% CP’s % 0 This MonthCumulative% Exchanges switched-on Volume 2, Volume

switched-on Call Centre Traffic REPORT 36 October 09

switched-on reporting REPORT 36 October 09 Communication Methods 0 This MonthCumulative Residential Customers reached via door drop (DM used to date) - Awareness % 0 Reach % of total Households SME Customers reached via DM Awareness % Reach (% of Total SME’s) Where did you hear about switched-on? 0 This MonthCumulative - 0 Leaflet Poster Direct Mail - This MonthCumulative - - Information Pack Word of Mouth Other , , This MonthCumulative% Exchanges switched-on 130

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