Client satisfaction is paramount to our success Website Support Desk Feedback & Stats Our team work incredibly hard to provide an outstanding customer service at every level. We measure daily feedback and annual metrics on our support service and we couldn’t be more proud of the level of service our support heroes provided in 2022.
99.9% Website Uptime
98.1%
Our websites had an average uptime percentage of 99.9%
Satisfaction Rate
5058 tickets were resolved and 98.1% of client responders were satisfied with the service they received.
99.8%
99.8% of tickets were resolved within the service level agreement.
SLA Guarantee
2022 Client Satisfaction Survey Results Our annual survey captures the entire experience of working with Cleverbox, from design and account management to daily support and delivery. Last year’s survey saw a record number of responses from our clients with 100% of responders recommending our services.
Services & Products
100%
14%
86%
Client Communications 10%
99.6% Rapid Response
28 sec
Response Time
71.4%
99.6% of support tickets were responded to within 1.5 hours.
90% Our average call transfer time was a rapid 28 seconds.
71.4% of tickets were resolved within a single day.
Response Efficiency
020 8466 7222 | team@cleverbox.co.uk | www.cleverbox.co.uk
of clients were satisfied with the delivery of our services and products of which 86% were very satisfied.
100%
of clients were satisfied with the level of communication received of which 90% were very satisfied.
Very Satisfied
100%
Satisfied
Dissatisfied
100% of clients were very likely to recommend our services to others.
Recommendation Score
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Great feedback is great to know…
We really appreciate the continued high marks and the thoughtful feedback we receive. It is extremely important to us and speaks volumes about the level of service we provide.
“Always great service, affordability and brilliant design.” Bishop Justus CofE School
Brilliant Design
“The new centralised Key Information Manager feature has transformed the way we manage policies and statutory information across the Federation.” Harris Federation
Transformed “The support team have a swift response time, are always friendly, and always manage to answer my questions. ReactCMS itself is the easiest CMS I have ever used.” The Bulmershe School
Friendly
“The promotional video that was made for our Academy is outstanding.” Harris Professional Skills Sixth Form & Aspire Academy
“Longstanding customer, excellent quality of photography and final prospectuses.” Highworth Grammar School
Excellent Quality
“Always a professional team with high quality services and products.” The Deepings School
Outstanding
“The ongoing support has always been first class and the ability of Cleverbox to flex to whatever size or complexity the project might be is particularly impressive. Where others have an ‘off the shelf ’ approach Cleverbox build the shelves and then cocreate everything that goes onto them.” Veritas Educational Trust
First Class
Professional Team
“It has been very easy from start to finish. Everyone has been so helpful. The final product is excellent and timely, and the training was very thorough.” Brookfield Community School
Excellent
020 8466 7222 | team@cleverbox.co.uk | www.cleverbox.co.uk
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