Communication andresponse management

reporting dashboard

April 2010

switched-on reporting0This Month Cumulative %

WebsiteWebsite

100%

This Month

100%

Cumulative

Website availability %

3496 488,433Number of visits

86% 78%Split Residential %

Top 20 Countries this month(visits to website)

Exchanges switched-on

UK 3,999United States 3,725N/A 289China 245Germany 43India 32Australia 29Taiwan 20France 19Italy 14

10% 14%SME %

4% 9%Corporate %

00:01:39 00:05:55Average dwell time

5 9Average number of pages visited

1 65178Total

Total number of online searches

Russian Fed. 14Israel 12Japan 11Sweden 11Ukraine 11Ireland 11Poland 9Austria 8Spain 8Switzerland 7

REPORT 42

April 10

11 6098

Welsh Welsh

13 0

switched-on Website Traffic

REPORT 42

April 10

switched-on reporting

Call CentreCall Centre

00:00:10

This Month

00:00:15

Cumulative

Average time call waiting

8 3584Total number of calls (Operator & IVR)

93% 81%Split Residential %

7% 10% SME %

0% 2% Corporate %

1 2191IVR only

7 1387No. of live operator calls only

98% 100%% of calls resolved on first contact

22Calls forwarded from CP’s

00:00:51 00:01:45Average call duration

Top reasons to call

• Migration date

REPORT 42

April10

0

This Month

0

Cumulative

Total no. of searches(Operator & IVR)

7 277Emails recorded & white mail received

7 286No. of emails/ white mail/info despatched

0 0Welsh speaker requests

This Month Cumulative

0% 7% CP’s %

0This Month Cumulative %Exchanges switched-on 13 0

0

7

1

0

0

Volume

2872

357

86

261

Volume

switched-on Call Centre TrafficREPORT 42

April 10

switched-on reporting

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

-

-

-

-

-

-

-

-

-

8,500

-

0

63,000

-

0

0This Month Cumulative %Exchanges switched-on 13 0 REPORT 42

April 10

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.

REPORT 42

April10

  GA SS Ratio

Unique Visitors

Sep-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%Jan-10 4,458 4,905 91%Feb-10 3,837 4,362 88%Mar-10 4,778 5,336 90%Apr-10 3,297 3,788 87%

Visits

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%Jan-10 4,692 10,904 43%Feb-10 4,097 9,442 43%Mar-10 5,155 11,437 45%Apr-10 3,649 8,649 42%