Latest Response Times
Average response time to emergency defective service requests for 2016 so far is 58 minutes. February and June saw busy months as there were holidays and absences amongst the team, resulting in average response times of 1.3 and 1.39 hours in those months respectively. All of the other months of this year so far have seen response times of 0.85 hours and below.
There have been no instances of any emergency requests being responded to in over 6 hours in 2016.
Average response time to emergency defective service requests for 2014 was 44 minutes. Only 3.3 per cent of emergency requests for the year were responded to in over 4 hours. There were no instances of any emergency requests being responded to in over 6 hours.
Everyone knows you cannot manage what you cannot measure.
Our bespoke computerised management system, SerVantage has allowed us to log and capture every customer service interaction since the turn of the century.
This means we can measure our performance accurately and make changes if necessary, for the good of our business and also to the benefit of you, the customer.
Above, you can see our latest performance stats for our Telecommunications division.
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..."We've been customers of First Office for many years and have always been happy with their helpfulness, speed, knowledge and price. Last night they excelled themselves however: at 7.10pm our very old phone system's main unit died meaning we were faced with the prospect of 35 phone sales guys unable to do any work today. Unsurprisingly at that time no one was still in the office at First Office and so I emailed technical support giving a full rundown of the symptoms and my amateur diagnosis; a director of the firm called me at 8pm to say he'd been passed the message and an engineer had already been booked to attend site at 8.15am today. This morning I was stuck in traffic and didn't arrive until 8.35am by which time the engineer had turned up, fitted a whole new unit, reprogrammed and tested it and had already left ! Frankly, phenomenal !"
Mark Husey - Sentinel IT