5.4. Customer Resolution Management

the technical support for the project, as well as its hosting. The website is functioning well with minor glitches that are regularly attended to. The Customer Service and Communication unit continued to be responsible for the content management of the website. During the year under review, it uploaded 42 website posts on behalf of the MQA units.

Social Media

The MQA uses social media as one of the tools to disseminate key messages and communicate with its stakeholders. It is active on four platforms namely, Facebook, Twitter, Instagram and YouTube. Below is a summary of the social media activities on the MQA’s social media platforms for the period under review.

Twitter Posts, Engagements and Impressions

The page followers for the period under review grew to 577. The table below depicts the number of posts, audience engagements and impressions for the period under review:

Activity Posts Audience Engagements Impressions

TOTAL 238 1 779 97

Facebook Posts, Engagements, Reach and Impressions

The page followers for the period under review grew to 4 809. The table below depicts the number of posts, audience engagements, user reach and impressions for the period under review:

Activity Posts Audience Engagements User Reach Impressions

TOTAL 282 135 149 755 534 910 429

The page followers for the period under review grew to 1 001. The table below depicts the number of posts, audience engagements, and impressions for the period under review:

Activity Posts Audience Engagements Impressions

TOTAL 173 476 14 455

YouTube Channel

The MQA YouTube channel has a total of 10 subscribers.

The Customer Service and Communication unit consistently monitors comments on social media to safeguard the reputation of the MQA and engages with concerned units where challenges exist. Key to the success of corporate social media is the ‘paid for’ boosting services as well as allocating influencers. This is an engagement that will be necessary for the MQA going forward.

CUSTOMER RESOLUTION MANAGEMENT

A total of 2 468 queries were received and resolved by the operations units and 13 compliments, and 260 queries were received and resolved by the regional offices.

The Customer Service role within the MQA includes the management of the Customer Relationship Management (CRM) system, frontline face-to-face and telephone monitoring at MQA’s receptions, as well as conducting research on stakeholder perceptions.

5.4.2. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

There were 13 compliments and 2 738 resolved queries received from the units. These were recorded onto the CRM system and resolved between 1 April 2021 and 30 March 2022. The total number of email cases uploaded and resolved throughout the year is as follows:

5.4.2.1. Frontline and Telephone Services

Telephone Services – Head Office

The MQA’s key offering is service professionalism which is one of the MQA values. The frontline staff members strive to offer that service to all MQA stakeholders. The number of telephone calls received as well as those not attended to is monitored through a report generated by an external service provider, namely Comtech.

The total number of incoming calls at head office for 2021-2022 was 25 474.

Frontline “Walk-in” Report and Ongoing “On the Spot” Stakeholder Feedback

The number of visitors that access the MQA are monitored through a manual registration system at all MQA receptions. A total number of walk-ins throughout the MQA for the 2021-2022 period under review were recorded as follows:

Number of Walk-Ins Throughout the MQA for 2021-2022 Head Office Eastern Cape Free State Limpopo Mpumalanga Northern Cape

Total North West All MQA Offices 2 551 80 146 404 167 220 60 3 628