Pre-Owned After Care - Surfbay Customer Care

Unresolved: By Priority

Priority

Issues

Percentage

Over 8 Weeks

26

14%

Over 6 Weeks

12

7%

High

5

3%

Normal

137

76%

Manager escalations

1

1%

Unresolved: By Assignee

Assignee

Issues

Percentage

Adrienne Barwell

53

29%

Charleen Sibley

5

3%

59

33%

Debbie Bartlett

3

2%

1

1%

Heather Barbieri

2

1%

1

1%

2

1%

Linda Trunkfield

24

13%

10

6%

20

11%

1

1%

Status Summary

Status

Issues

Percentage

Reopened

2

Engineer Scheduled

2

Resolved

4

1%

Complete

484

72%

Awaiting Quote

177

26%

Unresolved: By Issue Type

Issue Type

Issues

Percentage

Bedroom Furniture (8 Weeks)

5

3%

Boiler (2 Weeks)

21

12%

Carpets and vinyls (8 weeks)

3

2%

Chargeable (6 weeks)

4

2%

Dining Furniture (8 Weeks)

1

1%

Electrical Faults (2 Weeks)

3

2%

Ext Doors & Windows (4 weeks)

36

20%

Exterior Panels (8 Weeks)

6

3%

Floor (8 Weeks)

2

1%

Flue/Cowl (2 Weeks)

2

1%

Fridges/Freezers (2 Weeks)

2

1%

Grill

1

1%

Gutters/Downpipes/Corner Cappings (8 Weeks)

6

3%

Hob (2 Weeks)

1

1%

Internal Doors (8 Weeks)

2

1%

Kitchen Cupboards (8 Weeks)

13

7%

Lampshades/lights (2 weeks)

2

1%

Lounge Furniture (8 Weeks)

4

2%

Missing items (4 weeks)

6

3%

Oven (2 Weeks)

4

2%

Panel/Plinth Heater & Fires (4 Weeks)

3

2%

PDI (2 weeks)

3

2%

Plumbing Leak (2 Weeks)

1

1%

Radiators (4 Weeks)

3

2%

Roof (8 Weeks)

7

4%

Small Fittings (8 Weeks)

18

10%

Structure (8 Weeks)

1

1%

Taps (4 Weeks)

1

1%

Toilet/Shower (8 Weeks)

7

4%

Upholstery (8 weeks)

5

3%

Wallboards/Ceiling Boards (8 Weeks)

8

4%