iiko’s headline performance KPI’s for UK: average response time: 1.56 mins, average close time: 82.77 mins.
iiko Tech Support team have continued to deliver industry-beating standards for Y2021: our average response time was 1.56 mins and average close time was 82.77 mins for the year – and whilst the number of new customers grew significantly, the ratio of support tickets processed fell, which was excellent progress.
See below for our UK support performance week-by-week.
We changed the tracking of one of our key stats ‘average resolution time’ to be even more transparent and accountable to ‘average close time’. The difference being it includes the total time to fix the request and obtain agreement by the customer to close the ticket.
Also, we were delighted by our customers kind TrustPilot reviews. Our overall rating is the highest in the industry: Excellent 4.8.
iiko Tech Support Performance:
Jan 2021
1-Jan
4-Jan
11-Jan
18-Jan
25-Jan
Tickets processed
35
164
167
170
209
Avge response time (mins)
1
1
1
1
1
Avge close time (mins)
35
9
7
12
14
Feb 2021
1-Feb
8-Feb
15-Feb
22-Feb
Tickets processed
221
226
190
224
Avge response time (mins)
1
1
1
1
Avge close time (mins)
72
77
26
76
Mar 2021
1-Mar
8-Mar
15-Mar
22-Mar
29-Mar
Tickets processed
293
300
288
358
380
Avge response time (mins)
1
1
1
1
1
Avge close time (mins)
11
29
23
31
23
Apr 2021
5-Apr
12-Apr
19-Apr
26-Apr
Tickets processed
569
786
567
573
Avge response time (mins)
2
4
2
2
Avge close time (mins)
13
16
57
45
May 2021
3-May
10-May
17-May
24-May
Tickets processed
243
667
717
593
Avge response time (mins)
2
3
5
3
Avge close time (mins)
326
76
41
50
June 2021
31-May
7-Jun
14-Jun
21-Jun
28-Jun
Tickets processed
426
495
503
547
552
Avge response time (mins)
2
3
4
3
2
Avge close time (mins)
51
28
40
14
21
July 2021
5-Jul
12-Jul
19-Jul
26-Jul
Tickets processed
551
521
435
441
Avge response time (mins)
2
1
2
3
Avge close time (mins)
87
44
74
203
Aug 2021
2-Aug
9-Aug
16-Aug
23-Aug
30-Aug
Tickets processed
446
476
422
439
478
Avge response time (mins)
2
1
1
1
1
Avge close time (mins)
154
131
115
97
130
Sep 2021
6-Sep
13-Sep
20-Sep
27-Sep
Tickets processed
481
460
401
498
Avge response time (mins)
1
1
1
1
Avge close time (mins)
102
95
182
113
Oct 2021
4-Oct
11-Oct
18-Oct
25-Oct
Tickets processed
416
471
540
543
Avge response time (mins)
1
1
1
1
Avge close time (mins)
212
98
72
156
Nov 2021
1-Nov
8-Nov
15-Nov
22-Nov
29-Nov
Tickets processed
521
429
453
403
464
Avge response time (mins)
1
1
1
2
1
Avge close time (mins)
73
110
110
117
127
Dec 2021
6-Dec
13-Dec
20-Dec
28-Dec
Tickets processed
390
342
251
216
Avge response time (mins)
1
1
1
1
Avge close time (mins)
105
189
165
103
Our latest TrustPilot customer review reads:
We have been using iiko for a while now…
We have been using iiko for a while now across our franchise system.
The one thing thats sets iiko apart from all the others is their support. Quick and accurate responses to any given situation.
The one previous to that was pretty cool too:
Superb ROI from start to ongoing support…
From quoting, onboarding and then support iiko have been faultless. The clarity of their quote, ease at communicating with them helped us decide on the right system for our small business – which was going from paper and pen to POS in one big move! Training was daunting as it was all new but we were soon up and running with hardware that was easy to install and intuitive software to help set us up.
What has been most impressive is the support via Telegram. Literally I have stood at the till and pinged a query to them, only to have it solved in minutes. Every time, without question, they are approachable, efficient and helpful. So much easier than telephone support. They have helped personalise the system to make it work best for us – taking ‘over’ the control screen to add bits and bobs as requested. The ongoing training and support from the training team has been really useful as well and we feel iiko care that their system works best for us. It has made staff feel at ease and confident using the system.
Overall, for price, quality of service and overall ROI on our business iiko has been the perfect fit.
To read the other glowing customer reviews click here.
