December was a typically quiet month for client support, despite this a couple of rogue tickets and the skelteton support over Xmas dropped our response time to 23.5hrs. This is just outside our target response time of 20hrs but inside the WordPress Development companies average of 24hrs. We’ll be trying harder in 2014 to keep it under 20hrs.
We’ll also be trying harder getting tickets remedied better, our satisfaction rate dropped to 83% – still ahead of the average for digital development companies, but less than ideal.
Workload was light with around 150 tickets with just a handful of “hangovers” over the Xmas/New Year period.
December was unusually busy for new WordPress builds with 5 new sites handed over. We also have another 3 due to be handed over in the few weeks.