iiko tech support performance Y2020

Scores on the doors… average response time: 3.21 mins and average fix time: 29.4 mins.

As a data-driven business, we believe in full transparency of our performance levels to ensure accountability.

The following statistics are taken from our tech support management system and demonstrate our exceptional response times and high levels of resolution performance throughout every month of 2020.

Our Tech Support team have continued to deliver industry-beating standards: our average response time was 3.21 mins and average fix time was 29.4 mins for the year – while still accounting for the spike of requests during the months of July-Oct (which at times quadrupled) to support venue re-openings, government schemes and new feature adoptions.

In fact, not only are these performance levels best-in-class for the UK POS industry by a country mile, but arguably for any SaaS tech sector worldwide. Some weeks our response times were as fast as 1 min and resolution times as quick as 10 mins – so there’s no hanging on the line for iiko customers!

Also, we rapidly sprinted to 100 TrustPilot reviews milestone with the highest industry rating of Excellent 4.7.

iiko Tech Support Performance:

Jan 20201-Jan6-Jan13-Jan20-Jan27-Jan
Tickets processed102215206186185
Avge response time (mins)22233
Avge resolution time (mins)1116111512

Feb 20203-Feb10-Feb17-Feb24-Feb
Tickets processed225253189240
Avge response time (mins)3222
Avge resolution time (mins)18261820

Mar 20202-Mar9-Mar16-Mar23-Mar
Tickets processed19719813662
Avge response time (mins)2221
Avge resolution time (mins)17151210
Apr 202030-Mar6-Apr13-Apr20-Apr27-Apr
Tickets processed5126385655
Avge response time (mins)12222
Avge resolution time (mins)1122103117
May 20204-May11-May18-May25-May
Tickets processed716066112
Avge response time (mins)3232
Avge resolution time (mins)58576727
June 20201-Jun8-Jun15-Jun22-Jun29-Jun
Tickets processed124124186198435
Avge response time (mins)33336
Avge resolution time (mins)5364244145
July 20206-Jul13-Jul20-Jul27-Jul
Tickets processed355360396461
Avge response time (mins)6556
Avge resolution time (mins)71734438
Aug 20203-Aug10-Aug17-Aug24-Aug31-Aug
Tickets processed475343325334374
Avge response time (mins)177745
Avge resolution time (mins)2688442728
Sep 20207-Sep14-Sep21-Sep28-Sep
Tickets processed347355412445
Avge response time (mins)5633
Avge resolution time (mins)44212617
Oct 20205-Oct12-Oct19-Oct26-Oct
Tickets processed421413422403
Avge response time (mins)4432
Avge resolution time (mins)29331824
Nov 20202-Nov9-Nov16-Nov23-Nov
Tickets processed279306288333
Avge response time (mins)1111
Avge resolution time (mins)25171314
Dec 202030-Nov7-Dec14-Dec21-Dec
Tickets processed369287246tbc
Avge response time (mins)111tbc
Avge resolution time (mins)172017tbc

Our latest TrustPilot customer review reads:

Happy, happy, happy!

Having experienced no end of problems with the software and customer service from our previous POS provider we have been extremely happy with the set-up, software and ongoing service from iiko. The initial online demonstration gave us confidence with the ease of use. After providing our business information via the templates supplied, the set-up was guided perfectly with photos to ensure a streamlined transition, and we were up and running within an hour.

The ongoing support via telegram messenger has been a godsend and we only wish we had been able to tap into this valuable service sooner.

We feel completely at ease moving forward with this side of our business taken care of, and we would highly recommend iiko.

To summarise, iiko is maybe more expensive than other systems. However, we feel the added value to our business more than cancels out the initial outlay..

The one before that was pretty cool too…

Forget any other EPOS system – iiko delivers on all levels

I purchased a cafe in July 2020, and it did not have any till system in place. I had no reports to go on, I had no idea what I was selling.

I needed a system that could help me manage my stock, my team, offer online sales and delivery, manage my cash flow and be able to see all my reports whilst I was out of the cafe.

I did my research, and I decided to go with iiko – and I cannot fault them. Every part of my journey has been fantastic. I cannot recommend them highly enough. I am over the moon with what I have in place. It ticks all the boxes and more.

I have been working with several people at iiko, they are totally on it at all times. If you need an answer you can reach someone so easily and things get dealt with. They have totally exceeded my expectations. There is always someone to help you.

I also know that as my business grows, so will my use of iiko – I am only scratching the surface of its capability. Which given where we are, and the challenges we face is brilliant – I know that it will continue to support my business as it grows in the future.

Using iiko has improved my business, given me more visibility and awareness and, helped me manage and plan for the future. Nothing is too much trouble and I really feel like my business is not only understood but is also is appreciated.

I would be more than happy to share my personal experiences with anyone who asks, and I would have no hesitation to recommend anyone looking to put a EPOS system into their business. I promise if you chose iiko it will be the best thing you do.

To read the other 100 glowing reviews click here.