As part of our commitment to ensure customers are at the heart of our operations we have published our statistics for December 2018 through until December 2019.

We are always looking at ways to improve our service and we feel transparency about the level of support that our customers receive is a priority.

We have therefore issued our response times to our customers.

Total support requests: 24,480 in the last 12 months.

Our reply time is the following:

0-1 hours – 22% receive a response to tickets within this timeframe

1-8 hours – 47% receive a response within this timeframe

8-24 hours – 30% receive a response within this timeframe

24> hours – 1% receive a response within this timeframe

Average response time: 6 hours, 17 minutes

Global average response time of other companies who used the same support system (zendesk) as us in the last month: 18 hours.