Support by the Numbers

What percentage of the Global Support team come from a Veterinary background?

• 12%

• 39%

• 24%

• 42%

Since January 2021 how many customer enquiries have the Global Support team resolved for our customers? (From both phone calls and tickets raised)

• 71,652

• 62,359

• 83,406

• 90,364

Since January 2021 how many Support members have graduated to new roles in different departments?

• 5

• 6

• 7

• 8

What is the average number of Customer Enquiries a Support Agents handles a month?

• 294

• 245

• 221

• 273

Answer explanation

If the Global Support team was running at fully budgeted capacity the average monthly customer enquiries an agent should handle would be 165

What percentage of our ezyvet users contacted Support in March 2022?

• 4.84%

• 4.30%

• 14.30%

• 14.84%

How many promotions within the Global Support team were there in 2021?

• 2

• 8

• 10

• 7

How many new starters to Support have there been since this time last year?

• 19

• 20

• 29

• 32

What is Supports NPS score sitting at right now?

• 70

• 69

• 40

• 59

Approximately how many mini Lindt chocolate easter eggs have the Auckland Support agents consumed in April already?

• 35

• 55

• 75

• 100

What is the average monthly number of Scheduled Support Sessions done by the Global Support team?

• 138

• 190

• 155

• 169