Communication andresponse management

reporting dashboard

December 2009

switched-on reporting0This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

9,493 477,108Number of visits

86% 77%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United Kingdom – 4,457 United States – 3,724 China - 539 N/A - 257 Germany - 49 Italy - 37 Australia - 37 India - 32 Indonesia – 27 Japan - 23

9% 14%SME %

5% 9%Corporate %

00:04:39 00:06:24Average dwell time

6 9Average number of pages visited

6 65,161Total

Total number of online searches

France - 20 United Arab Emirates - 14 Singapore - 14 Spain - 14 Taiwan - 13 Ireland - 13 Hong Kong - 12 Poland - 11 Netherlands - 11 Korea, Republic of - 10

REPORT 38

December 09

15 6,034

Welsh Welsh

13 0

switched-on Website TrafficREPORT 38

December 09

switched-on reporting

Call CentreCall Centre

00:00:12

This Month

00:00:15

Cumulative

Average time call waiting

14 3,399Total number of calls (Operator & IVR)

100% 79%Split Residential %

0% 10% SME %

0% 3% Corporate %

2 2,113IVR only

21 1,286No. of live operator calls only

98% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:00:56 00:01:47Average call duration

Top reasons to call

• Migration date

REPORT 38

December 09

0

This Month

0

Cumulative

Total no. of searches(Operator & IVR)

1 259Emails recorded & white mail received

1 259No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

0% 8% CP’s %

0This Month Cumulative %Exchanges switched-on 13 0

0

14

0

0

0

Volume

2,701

343

88

267

Volume

switched-on Call Centre TrafficREPORT 38

December 09

switched-on reporting

REPORT 38

December 09

Communication MethodsCommunication Methods

0

This Month CumulativeResidential

Customers reached via door drop(DM used to date)

-Awareness %

0Reach % of total Households

SME

Customers reached via DM

Awareness %

Reach (% of Total SME’s)

Where did you hear about switched-on?

0

This Month Cumulative

-

0

Leaflet

Poster

Direct Mail

-

This Month Cumulative

-

-

Information Pack

Word of Mouth

Other

-

-

-

-

-

-

-

-

-

8500

-

0

63,000

-

0

0This Month Cumulative %Exchanges switched-on 13 0

REPORT 38

December 09

Google Analytics v Smarter StatsGoogle Analytics v Smarter Stats

At the monthly level the Google Analytics (GA) figures are consistently lower than the Smarter Stats (SS) figures.

Note that GA tagging began on 3 Sept, which explains why the difference is slightly greater in Sept.

GA SS RatioSep-09 2,976 3,773 79%Oct-09 3,512 4,032 87%Nov-09 3,338 3,827 87%Dec-09 3,148 3,658 86%Sep-09 3,193 9,103 35%Oct-09 3,742 9,604 39%Nov-09 3,567 9,360 38%Dec-09 3,378 9,493 36%

Unique Visitors

Visits

Executive summary

• December has been a very quiet month due to public holidays• The small volume of calls are enquiring about migration dates

– Regionality of calls will be reported on in January dashboard• Web visits remain consistent with low traffic volume as expected

in a non - migrations period• The ratio difference between Smarter Stats and Google

analytics remains roughly constant