Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


1142 posts

Uber Geek
+1 received by user: 748

Trusted
BigPipe

Topic # 152373 24-Sep-2014 17:16
One person supports this post
Send private message

We've made a few small additions to our site.
https://www.bigpipe.co.nz/


We now have some basic real time support stats included in both the support page, and the sign-up page.


As at the time of writing, the average response time for a connection problem (i.e. urgent request) is 25 minutes, our SLA is 2 hours.

For non-urgent stuff (like billing enquiries, move house etc) , average is just over 300 minutes. SLA is 24 hours

We're pretty pleased with that.  
For important stuff, 25 minutes is less time than you often spend on hold with many other ISPs, with the added benefit that because it's email instead of a phone call, you can spend the 25 minutes doing what the heck you like, and read our response at your leisure, instead of being kept waiting listening to muzak. 

It also includes the time that you don't spend on hold, but that you do spend with the CSR whilst he/she looks up your account, checks your line etc,  all of which we do before we respond, so it wastes even less of your time.

We'll be adding some more support stats later and we're interested in feedback on what sort of things you'd like to see.
We have lots of other stats, like % of requests responded to within SLA (currently 100%), or % responded to within 60 minutes (currently around 80%) - it's just a case of working out the appropriate stats to show, as we don't want to confuse people with too much stuff, despite the statistician in me wanting to show decile bands and confidence intervals etc


Secondly,  we have a little area where you can register for UFB - that's whether you are interested in the trial, or just interested in the product when it launches soon.  You'll find that just below the main plans on the front page.




So if you're street is getting UFB soon, or you already have UFB with someone else and coming to the end of your contract, or you just aren't sure, give us your details and we'll be in touch.
(Our plans are going to be awesome.)




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


Create new topic
'That VDSL Cat'
8110 posts

Uber Geek
+1 received by user: 1693

Trusted
Spark
Subscriber

  Reply # 1136755 24-Sep-2014 17:20
3 people support this post
Send private message

I love the transparency!

Great to see!




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


2075 posts

Uber Geek
+1 received by user: 228

Subscriber

  Reply # 1136758 24-Sep-2014 17:25
2 people support this post
Send private message

Looks great, can I suggest you include the SLA on the page so that people can see you are performing well within your targets.

I'll have to go there now and sign up for UFB notification. :)



1142 posts

Uber Geek
+1 received by user: 748

Trusted
BigPipe

  Reply # 1136760 24-Sep-2014 17:27
Send private message

graemeh: Looks great, can I suggest you include the SLA on the page so that people can see you are performing well within your targets.

I'll have to go there now and sign up for UFB notification. :)


Good idea.

the SLAs are shown below the form at the moment, but it does make sense to have it together.  

Thanks for the feedback.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


4025 posts

Uber Geek
+1 received by user: 1076

Trusted

  Reply # 1136894 24-Sep-2014 20:22
Send private message

Just put my details in for UFB as i'm keen to see your plans when they come out slash when you come to UFF regions.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Hawaiki Transpacific cable ready-for-service
Posted 20-Jul-2018 11:29


Microsoft Dynamics 365 Business Central launches
Posted 10-Jul-2018 10:40


Spark completes first milestone in voice platform upgrade
Posted 10-Jul-2018 09:36


Microsoft ices heated developers
Posted 6-Jul-2018 20:16


PB Technologies charged for its extended warranties and warned for bait advertising
Posted 3-Jul-2018 15:45


Almost 20,000 people claim credits from Spark
Posted 29-Jun-2018 10:40


Cove sells NZ's first insurance policy via chatbot
Posted 25-Jun-2018 10:04


N4L helping TAKA Trust bridge the digital divide for Lower Hutt students
Posted 18-Jun-2018 13:08


Winners Announced for 2018 CIO Awards
Posted 18-Jun-2018 13:03


Logitech Rally sets new standard for USB-connected video conference cameras
Posted 18-Jun-2018 09:27


Russell Stanners steps down as Vodafone NZ CEO
Posted 12-Jun-2018 09:13


Intergen recognised as 2018 Microsoft Country Partner of the Year for New Zealand
Posted 12-Jun-2018 08:00


Finalists Announced For Microsoft NZ Partner Awards
Posted 6-Jun-2018 15:12


Vocus Group and Vodafone announce joint venture to accelerate fibre innovation
Posted 5-Jun-2018 10:52


Kogan.com to launch Kogan Mobile in New Zealand
Posted 4-Jun-2018 14:34



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.