Live Chat: Some stats!

[Toby]

Live chat is often discussed here on the community and we see good and not so good experiences as you know. However, the team has been constantly working to ensure the service works in the best possible way and to improve at every possible opportunity

With that in mind, the team has created a lovely little infographic to show how the service is doing. Check it out below! We'd also (as always) love to hear your thoughts on the service, as well suggestions for improvement.

For those who are unaware, you can start a chat conversation with one of our advisers via our Contact Us page.

 

[Cleoriff]

Hi @Toby That chart makes interesting reading.

Could I ask how you collate the figures shown? Is it via a survey form sent to every user of live chat?

[Anonymous]

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@Cleoriff wrote:

Hi @Toby That chart makes interesting reading.

Could I ask how you collate the figures shown? Is it via a survey form sent to every user of live chat?

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good question @Cleoriff 

[Toby]

Hi Cleo,
These results are based on a survey given to customers at the end of a chat conversation.

[Anonymous]

I've hit the kudo button by mistake @Toby in stead of the reply button

How many people replied in the survey please?

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@Toby wrote:
Hi Cleo,
These results are based on a survey given to customers at the end of a chat conversation.

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Sorry, I'm having a bit of a topsy turvey day 

[Cleoriff]

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@Toby wrote:
Hi Cleo,
These results are based on a survey given to customers at the end of a chat conversation.

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Ok...now whilst I have had a fair few 'good' experiences with live chat....I do get a survey to complete at the end. (which I willingly filled in). However, on two occasions when the experience was poor I didn't get a survey.

Please don't think I am trying to be negative....but I ask as I wonder if that could be the reason the results seemed so positive?

[viridis]

This has been my concern, if I've had a poor experience, the option to leave feedback "sometimes" does not show.
Does it depend who ends the chat?

[gemz4the1]

Although those statistics are helpful, I think that they cannot be used alone to determine satisfaction because the end of chat survey is not compulary and so some people may not complete it.

[jonsie]

Most people I dare suggest, would close the window in disappointment or disgust if their issue isn't resolved, especially when they are told they need to contact 202 or 4445. Or maybe I'm just too cynical....

[gemz4the1]

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@jonsie wrote:

Most people I dare suggest, would close the window in disappointment or disgust if their issue isn't resolved, especially when they are told they need to contact 202 or 4445. Or maybe I'm just too cynical....

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I completely agree @jonsie