Page 3 - newsletter updated

BUSINESS PERFORMANCE 2019-2020

CSAT & NPS
100.0% 91.6% 92.2% 91.9% 91.7% 92.1% 91.8% 92.3%
89.3% 89.4% 90.1% 89.8% 90.6%
90.0%
80.0% 73% 70% 70% 71% 72%
66% 68% 67%
70.0%
58%
60.0% 53% 51% 54%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
CSAT Score NPS Score

Production
5000 5409 6000
4500 5011 5066 5012 4772 4632 4834
4000 4265 4410 4403 4508 5000
3500 3570 4000
3000
2500 3000
2000 4143 4160 4062 4399 3952 3812 3655 3715 3735 4213 3980
1500 3204 2000
868 906 950 1010 820 820
1000 610 695 668 621 528 1000
500 366
0 0
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Produc�on In-house Produc�on Freelancers Total Produc�on

Cycle Time Score
12.0
10.5
9.9
9.6 9.4 9.5 9.7
10.0 9.1
8.8 8.9
8.3 8.4 8.3
8.0
6.0
4.0

2.0
0.0
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Complaints
50 32 35
45
26 30
40 25 25
23
35 22 25
20
30
17 16 16 20
25 14
20 42 43 12 15
36 34
15 31 30 10
27 27
10 20 22 17 21 21
5 10 6 5 6 5 11 13 12 7 9 5 5
0 0
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Total Complaints NSWC Other Categories