Communication andresponse management

reporting dashboardJuly 2008

switched-on reporting0This Month Cumulative %

Website

100%

This Month

100%

Cumulative

Website availability %

10,321 335,056Number of visits

75% 77%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

United States - 4,363United Kingdom - 4,095N/A - 1,147Sweden - 195Germany - 51India - 48Australia - 47France - 35Ireland - 34Brazil - 20

15% 14%SME %

9% 9%Corporate %

00:01:36 00:07:50Average dwell time

7 11Average number of pages visited

17 57,388Residential

2 7,248Business

19 64,636Total

Total number of online searches

South Africa - 19Switzerland - 19Singapore - 17Romania - 16China - 16Netherlands - 15Israel - 13Europe - 11Hong Kong - 11Italy - 10

REPORT 21

July 08

161 4,744

Welsh Welsh

2 0

switched-on Website TrafficREPORT 21

July 08

02,0004,0006,0008,000

10,00012,00014,00016,00018,00020,000

No. o

f Vis

its

Month

Number of Visits per Month

0%10%20%30%40%50%60%70%80%90%

100%

% o

f Vis

its

Month

Percent of Visits by Residential - SME - Corp.

CorporateSMEResidential

Average Dwelling Time per Visit (Minutes)

02468

1012141618

Jul-0

7

Aug

-07

Sep

-07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb-

08

Mar

-08

Apr

-08

May

-08

Jun-

08

Jul-0

8

Month

Ave.

Min

utes

0500

1,0001,5002,0002,5003,0003,5004,0004,5005,000

No. o

f Vis

its

Jul-0

7

Aug

-07

Sep-

07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb

-08

Mar

-08

Apr

-08

May

-08

Jun-

08

Jul-0

8

Month

Number of Online Searches (Residential vs. Business)

ResidentialBusiness

switched-on reporting

Call Centre

00:00:30

This Month

00:00:16

Cumulative

Average time call waiting

53 1,886Total number of calls (Operator & IVR)

80% 75%Split Residential %

12% 10% SME %

0% 5% Corporate %

15 1,120IVR only

38 766No. of live operator calls only

100% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:01:00 00:01:38Average call duration

Top reasons to call

• Migration date

• FAQs

REPORT 21

July 08

-

This Month

-

Cumulative

Total no. of searches(Operator & IVR)

3 164Emails recorded & white mail received

3 164No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

8% 10% CP’s %

0This Month Cumulative %Exchanges switched-on 2 0

0

42

6

0

4

Volume

1,421

195

87

184

Volume

switched-on Call Centre TrafficREPORT 21

July 08

Call Centre: Avg. Time Call Waiting

00:00

00:17

00:35

00:52

01:09

01:26

Jul-0

7

Aug-

07

Sep-

07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb-

08

Mar

-08

Apr-

08

May

-08

Jun-

08

Jul-0

8

Months

Wai

ting

Tim

e (m

m:s

s)

Monthly Average Time Cumulative Ave. Time

020

4060

80100120

140

No. of Calls

Jul-0

7

Aug-

07

Sep-

07

Oct

-07

Nov

-07

Dec

-07

Jan-

08

Feb-

08

Mar

-08

Apr-

08

May

-08

Jun-

08

Jul-0

8

Months

Total Number of Calls Received(Split by Response Mechanism)

IVR Only Agent Only Abandoned

Split of Calls Recieved

Residential, 75%

SME, 10%

CP's, 10%Corporate, 5%

Avg. Call Duration Per Month

00:00

00:43

01:26

02:10

02:53

03:36

Months

Tim

e (m

m:s

s)

Monthly Average Time Cumulative Av. Time

switched-on reporting

REPORT 21

July 08

Communication Methods

0

This Month CumulativeResidentialCustomers reached via door drop(DM used to date)

-Awareness %

0Reach % of total Households

SMECustomers 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

-

-

-

-

-

-

-

-

-

86

-

0

759

-

0

0This Month Cumulative %Exchanges switched-on 2 0