Customer satisfaction is extremely important to us. That's why we publish these statistics to keep everyone at PlusNet focused on your needs.

If we're not meeting our target times, we'll be working hard to make improvements.

Calls to the Customer Support Centre

Residential Call statistics (updated at least every 3 minutes)
Current calls waiting Longest call waiting now Average answer time today
0 0 seconds 1 minute and 40 seconds
Last updated: September 7, 2010, 8:22 am

Residential Call statistics (updated every 30 minutes)
Inbound Call Handling
Calls Received - updated every 30 mins

This graph represents the number of inbound calls into our call centre in any given 5 minute period. As you can see there are certain times of the day where we are busier than others. However, we actively monitor our peak times to ensure we always have enough people on the phones to answer your queries without keeping you waiting too long in a queue.

Business Call statistics (updated at least every 3 minutes)
Current calls waiting Longest call waiting now Average answer time today
0 0 seconds 5 seconds
Last updated: September 7, 2010, 8:22 am
No graph is shown for business calls because of the relatively low call volumes and high answer rate.


Customer Question handling
When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 4 hours.

Question Handling Statistics
Average closure time Target closure time
9 hours, 9 minutes and 20 seconds 4 hours
Last updated: August 31, 2010, 8:39 am


Connection Faults
When a customer reports a physical fault on their broadband connection, e.g. intermittent sync, we work with third parties such as the network supplier to fix the problem. Connection faults can therefore take up to 7 working days to clear.

Connection faults statistics
Average closure time Target closure time
6 days, 12 minutes and 45 seconds 7 working days
Last updated: August 31, 2010, 8:39 am