Communication andresponse management

reporting dashboard

November 2009

switched-on reporting0This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

3,567 467,615Number of visits

84% 77%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United Kingdom - 3,207United States - 45n/a - 33India - 21France - 20Germany - 16Ireland - 15The Netherlands - 13Canada - 13Russia - 12

11% 14%SME %

5% 9%Corporate %

00:01:49 00:06:27Average dwell time

4 9Average number of pages visited

140 65,155Total

Total number of online searches

Italy - 11Japan - 10China - 9Taiwan - 8Australia - 7Belgium - 7Spain - 7Finland - 6Ukraine - 5Sweden - 5

REPORT 37

November 09

1 6,019

Welsh Welsh

13 0

switched-on Website TrafficREPORT 37

November 09

0

2,000

4,000

6,000

8,000

10,000

12,000

No

v-08

De

c-08

Jan

-09

Fe

b-09

Mar

-09

Apr

-09

May

-09

Jun

-09

Jul-0

9

Au

g-09

Se

p-09

Oct

-09

No

v-09

No

. of

Vis

its

Month

Number of Visits per Month

0%

20%

40%

60%

80%

100%

Nov

-08

Dec

-08

Jan-

09

Feb

-09

Mar

-09

Apr

-09

May

-09

Jun-

09

Jul-

09

Aug

-09

Sep

-09

Oct

-09

Nov

-09

% o

f Vis

its

Month

Percent of Visits by Residential - SME - Corp.

Corporate

SME

Residential

0123456789

10

No

v-0

8

De

c-0

8

Jan-

09

Fe

b-0

9

Ma

r-09

Ap

r-0

9

Ma

y-0

9

Jun-

09

Jul-0

9

Au

g-0

9

Se

p-0

9

Oct

-09

No

v-0

9

Ave.

Min

ute

s

Month

Average Dwelling Time per Visit (Minutes)

Direct 26.0%samknows.com 21.0%

btplc.com 12.9%

google.com 7.1%

digitalspy.co.uk

6.4%

Other 19.5%

Referring websites

switched-on reporting

Call CentreCall Centre

00:00:03

This Month

00:00:15

Cumulative

Average time call waiting

52 3,385Total number of calls (Operator & IVR)

92% 79%Split Residential %

8% 10% SME %

0% 3% Corporate %

37 2,111IVR only

15 1,274No. of live operator calls only

100% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:03:04 00:01:48Average call duration

Top reasons to call

• Migration date

• Compatibility

• Speed of broadband

REPORT 37

November 09

0

This Month

0

Cumulative

Total no. of searches(Operator & IVR)

1 258Emails recorded & white mail received

1 258No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

0% 8% CP’s %

0This Month Cumulative %Exchanges switched-on 13 0

0

48

4

0

0

Volume

2,672

350

90

273

Volume

switched-on Call Centre TrafficREPORT 37

November 09

0

50

100

150

200

250

300

No

v-08

Dec

-08

Jan

-09

Feb

-09

Mar

-09

Ap

r-09

May

-09

Jun

-09

Jul-

09

Aug

-09

Sep

-09

Oct

-09

No

v-09

No. of Calls

Months

Total Number of Calls Received(Split by Response Mechanism)

IVR Only Agent Only Abandoned

Residential, 79%

SME, 10%

CP's, 8% Corporate, 3%

Split of Calls Recieved

00:00

00:43

01:26

02:10

02:53

03:36

No

v-08

Dec

-08

Jan

-09

Feb

-09

Mar

-09

Ap

r-09

May

-09

Jun

-09

Jul-

09

Aug

-09

Sep

-09

Oct

-09

No

v-09

Tim

e (m

m:s

s)

Months

Avg. Call Duration Per Month

Monthly Average Time Cumulative Av. Time

00:00

00:04

00:09

00:13

00:17

00:22

00:26

00:30

No

v-08

Dec-

08

Jan-0

9

Feb-

09

Mar-

09

Ap

r-09

May-

09

Jun-0

9

Jul-09

Aug-0

9

Sep-0

9

Oct-0

9

No

v-09

Wait

ing

Tim

e (

mm

:ss)

Months

Call Centre: Avg. Time Call Waiting

Monthly Average Time Cumulative Ave. Time

switched-on reporting

REPORT 37

November 09

Communication MethodsCommunication Methods

0

This Month CumulativeResidential

Customers reached via door drop(DM used to date)

-Awareness %

0Reach % of total Households

SME

Customers reached via DM

Awareness %

Reach (% of Total SME’s)

Where did you hear about switched-on?

0

This Month Cumulative

-

0

Leaflet

Poster

Direct Mail

-

This Month Cumulative

-

-

Information Pack

Word of Mouth

Other

-

-

-

-

-

-

-

-

-

8500

-

0

63,000

-

0

0This Month Cumulative %Exchanges switched-on 13 0

REPORT 37

November 09

Google Analytics v Smarter StatsGoogle Analytics v Smarter Stats

  GA SS Ratio

Unique Visitors

Sep-09 2,976 3,773 79%

Oct-09 3,512 4,032 87%

Nov-09 3,338 3,827 87%

Visits

Sep-09 3,193 9,103 35%

Oct-09 3,742 9,604 39%

Nov-09 3,567 9,360 38%

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

• 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

• The ratio difference between Smarter Stats and Google analytics remains roughly constant– We will continue to monitor both through to the first migration