New Zealand company publicly shares daily customer service metrics

Real-Time Customer Service Metrics Now Available from One New Zealand

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One New Zealand is revolutionizing customer service transparency by providing users with real-time updates on key performance metrics. Among the metrics shared are daily average call wait times and the number of inbound calls.

In an effort to be more transparent, One New Zealand has committed to updating these metrics regularly, providing users with up-to-date data in the months to come.

Chris Fletcher, SME and consumer director at One New Zealand, emphasized the importance of this initiative, stating, "We want our customers to see exactly how we're doing with our customer service on any given day. By publishing this information, we are working out loud and bringing our customers on the journey with us."

Visitors to the Contact Us page will find a prominent banner displaying the current average call wait time of 35 seconds and the number of inbound calls, which stood at 6,198 on October 3rd. The abandonment rate for these calls was reported at 4 percent.

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Fletcher also highlighted a positive trend in overall customer service, noting that the total number of customer calls received in the past year has decreased by 25 percent.

Furthermore, recent customer research conducted by One New Zealand showed a 13 percent increase in network experience during Q3, a 10 percent rise in customers reporting positive interactions with knowledgeable and friendly representatives, and a 10 percent increase in overall customer trust.