Founder's Log And IT Support Statistics For November 2020

Here is the November 2020 IT assistance and support statistics for Kimbley IT.

In total, we were contacted 79 times, a decrease over October 2020. Out of these contacts, 62 were for assistance (where someone wants to know or get shown how to do something better). The remaining 17 requests were for support (where something is not working as it should) - two of these support requests required Google Support being involved.

64.6% of our fantastic end users had a question or request resolved in under 5 minutes of the first instant message being sent - slightly lower than last months 67.9%. 30.4% took between 5 and 30 minutes. 1 took between 30 mins and one hour and 1 taking over one hour, and the two support requests we have sent to Google have taken multiple days.

96.2% of customers got in contact through instant messaging - we're getting ever closer to 100%! Three end-users let the side down by emailing us 😏. Thankfully, no one used the archaic productivity-killing phone to contact us!

This month we have started recording if a user had training would they need to get in contact with us? We felt 30.4% of end-users would not have needed to get in touch if their business offered them regular IT training on the systems they use.