Communication and response management reporting dashboard December 2009.

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Presentation transcript:

Communication and response management reporting dashboard December 2009

switched-on reporting 0 This MonthCumulative% Website 100% This Month 100% Cumulative Website availability % 9,493477,108 Number of visits 86%77% Split Residential % Top 20 Countries this month (visits to website) Exchanges switched-on United Kingdom – 4,457 United States – 3,724 China N/A Germany - 49 Italy - 37 Australia - 37 India - 32 Indonesia – 27 Japan %14% SME % 5% 9% Corporate % 00:04:39 00:06:24 Average dwell time 69 Average number of pages visited 665,161 Total Total number of online searches France - 20 United Arab Emirates - 14 Singapore - 14 Spain - 14 Taiwan - 13 Ireland - 13 Hong Kong - 12 Poland - 11 Netherlands - 11 Korea, Republic of - 10 REPORT 38 December ,034 Welsh 130

switched-on Website Traffic REPORT 38 December 09

switched-on reporting Call Centre 00:00:12 This Month 00:00:15 Cumulative Average time call waiting 14 3,399 Total number of calls (Operator & IVR) 100% 79% Split Residential % 0% 10% SME % 0% 3% Corporate % 2 2,113 IVR only 21 1,286 No. of live operator calls only 98%100% % of calls resolved on first contact 22 Calls forwarded from CP’s 00:00:5600:01:47 Average call duration Top reasons to call Migration date REPORT 38 December 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 38 December 09

switched-on reporting REPORT 38 December 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

REPORT 38 December 09 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.

Executive summary December has been a very quiet month due to public holidays The small volume of calls are enquiring about migration dates –Regionality of calls will be reported on in January dashboard 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