Communication andresponse management

reporting dashboard

April 2008

switched-on reporting1This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

10,681 303,458Number of visits

83% 98%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United Kingdom – 4,704United States – 4,573N/A - 885Netherlands - 49France - 46Germany - 42China - 41Sweden - 38India - 37Poland - 28

11% 17%SME %

6% 11%Corporate %

00:08:58 00:08:25Average dwell time

7 11Average number of pages visited

32 57,320Residential

2 7,244Business

34 64,564Total

Total number of online searches

Australia - 25Spain - 25Canada - 15Japan - 14Ireland - 13Romania - 13Indonesia - 8Italy - 8New Zealand - 8Saudi Arabia - 8

REPORT 18

April 08

159 4,228

Welsh Welsh

2 0

switched-on Website Traffic

02,0004,0006,0008,000

10,00012,00014,00016,00018,00020,000

No

. o

f V

isit

s

Month

Number of Visits per M onth

0%10%20%30%40%50%60%70%80%90%

100%

% o

f V

isit

s

Month

Percent of Visits by Residential - SME - Corp.

CorporateSMEResidential

Average Dwelling Time per Visit (M inutes)

02468

1012141618

Ap

r-0

7

Ma

y-0

7

Jun

-07

Jul-

07

Au

g-0

7

Se

p-0

7

Oct

-07

No

v-0

7

De

c-0

7

Jan

-08

Fe

b-0

8

Ma

r-0

8

Ap

r-0

8

Month

Av

e.

Min

ute

sREPORT 18

April 08

0500

1,0001,5002,0002,5003,0003,5004,0004,5005,000

No

. o

f V

isit

s

Ap

r-0

7

Ju

n-0

7

Au

g-0

7

Oc

t-0

7

De

c-0

7

Fe

b-0

8

Ap

r-0

8

Month

Number of Online Searches (Residential vs. Business)

ResidentialBusiness

switched-on reporting

Call CentreCall Centre

00:00:06

This Month

00:00:14

Cumulative

Average time call waiting

78 1,698Total number of calls (Operator & IVR)

80% 75%Split Residential %

12% 10% SME %

0% 5% Corporate %

46 1,038IVR only

32 660No. of live operator calls only

100% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:01:18 00:01:33Average call duration

Top reasons to call

• Migration date

• General information

• Equipment compatibility

REPORT 18

April 08

-

This Month

-

Cumulative

Total no. of searches(Operator & IVR)

9 151Emails recorded & white mail received

9 151No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

8% 10% CP’s %

1This Month Cumulative %Exchanges switched-on 2 0

0

62

9

0

6

Volume

1,267

171

90

170

Volume

switched-on Call Centre TrafficREPORT 18

April 08

020406080

100120140

No. of Calls

Apr

-07

May

-07

Jun-

07

Jul-0

7

Aug

-07

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Apr

-08

Months

Total Number of Calls Rece ived(Split by Response M echanism)

IVR Only Agent Only Abandoned

Split of Calls Recieved

Residential, 75%

SME, 10%

CP's , 10%Corporate , 5%

Avg. Call Duration Per Month

00:00

00:4301:26

02:1002:53

03:36

Months

Tim

e (m

m:s

s)

Monthly Average Time Cumulative Av. Time

Call Centre: Avg. Time Call Waiting

00:00

00:17

00:35

00:52

01:09

01:26

Ap

r-0

7

Ma

y-0

7

Ju

n-0

7

Ju

l-0

7

Au

g-0

7

Se

p-0

7

Oc

t-0

7

No

v-0

7

De

c-0

7

Ja

n-0

8

Fe

b-0

8

Ma

r-0

8

Ap

r-0

8

Months

Wa

itin

g T

ime

(m

m:s

s)

Monthly Average Time Cumulative Ave. Time

switched-on reporting

REPORT 18

April 08

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

-

-

-

-

-

-

-

-

-

86

-

0

759

-

0

1This Month Cumulative %Exchanges switched-on 2 0