Our latest Response Statistics
Average response time to emergency defective service requests for 2016 so far is 2 hours and 10 minutes. These response times range from 1.82 and 2.46 hours in 2016.
Average response time to emergency defective service requests for 2015 was 2 hours and 14 minutes. Only 10.8 per cent of emergency requests for the year were responded to in over 4 hours and just 1.6 per cent of any emergency requests were responded to in over 6 hours. Due to the extensive support stock carried not only within the technician’s vehicles but also at our main stores facility, First Time Fix Rates for 2015 were 80 per cent.
First Office Systems is a Canon Advanced Imaging Business Partner.
To attain this certification, our technicians have all received rigorous Canon training. We consistently achieve outstanding technical performance and deliver unbeatable system reliability.
The figures below represent the number of prints or copies between technicians' visits (Canon target figures and actual First Office figures). Along with figures for call response times, this indicates the quality of service you can expect from our technicians.
Number of prints and copies between technician visits:
|Canon Model||Canon Target||First Office|
|Low Volume B&W||17,267||41,267|
|Mid Volume B&W||31,741||47,470|
|High Volume B&W||52,500||100,500|
On the occasion when you require our on-site technical support our average time elapsed until attendance is an impressive 1 hour 45 minutes (Based on period October 2012 - March 2013) Canon set an average target attendance for their Partners at 4 hours.
Our response times from our Telecommunications department are very similar, where the average time elapsed until attendance is 1 hour and 12 minutes (Based on period October 2012 - March 2013) The average target attendance is 4 hours for system crashes and 16 hours for non-urgent issues.
We are able to achieve excellent response times due to the fact that we concentrate on providing services in a relatively small geographical area in Kent, Sussex, Surrey and London.
Our 'time to fix' is also very impressive as we hold the correct amount of service and support stock in our premises in Tunbridge Wells.
We ask you to compare these to what you have been used to in the past.
We are confident that we are consistently providing better service than our competitors and these statistics provide some proof to our claims.
Please ask us for customer references – a number of testimonials can be found here.
What our customers say..."It’s great to deal with a local company who come highly recommended, who are supplying the No. 1 worldwide brand (copiers) with Canon, and where the after sales support has been excellent thus far, long may it continue."
Marc Mathew - Lifestyle Europe, Tunbridge Wells, Kent