Since April, our support has been using a new ticket system: FreeScout.
Before that, things were often confusing, with only one inbox that was read and answered by several people. Now we have a better overview. And we have some numbers that we find quite interesting and would like to share with you.
Numbers since the start
193 people have written to us.
We have sent 610 replies.
That is about four per day.
We have now closed 216 tickets or cases.
For 81 of them, one reply was enough.
The biggest rush, as always, comes during move-in to the dormitory. There are many new people, and accordingly many questions.
How fast we reply
Short answer: usually quite fast.
About half of all requests are answered within one hour.
On average, it takes 48 minutes.
We do this on a voluntary basis. Without an office, without fixed hours. When there is a lot going on, like during move-in, we pay especially close attention so that no one has to wait too long for a reply.
When is a ticket finished?
This does not happen automatically for us.
When we reply and then do not hear back from you, we leave the ticket open for the time being. Maybe our answer helped. Maybe you need more time. Maybe the email got lost. We do not know.
At some point, when there is time, we go through the open tickets and close those where nothing more is happening.
That is why it looks like many tickets are only solved after more than two days. In reality, most of them are finished much earlier. We just do not press “closed” immediately.
How much back and forth is needed?
In three out of four cases, one or two replies are enough. Sometimes it takes a few more messages, or there is simply another “Thank you” and a “Have fun on the network” at the end. That makes the statistics longer, even though the topic was actually already finished.
Move-in phase and routers
The data clearly shows the move-in phase. And that many of you only start dealing with the topic of internet in the dormitory and routers after moving in.
Many then seem to go, under stress, to the nearest shop that sells routers and let themselves be sold whatever the shop wants to get rid of at the moment.
The problem:
These “specialist salespeople” unfortunately do not inform themselves at all about what our five and a half thousand users actually need.
It is really a shame when some of you ruin probably the best internet connection you have had so far, and will probably have in the next five to ten years, with a bad router.
In local retail, a router probably costs 30 percent more than online. That is completely fine.
But please do not buy anything that is already marked as insufficient on our website.
We really put a lot of effort into our guides. And if you are not sure about a device that is not on the list, just ask. We are happy to help you.
If you have questions, get in touch!
We usually reply quickly and do our best.
By now, we even know quite precisely how fast we reply.
