Welcome to CPHQ Tutor

CPHQ Tutor’s Customer Service Response Times

May 8, 2014

Summary: Between October 2013 and April 2014, our average response time for e-mail inquiries and support was 8 hours.

The CPHQ Tutor Support Team aims to respond to all e-mail inquiries via our Contact Form within one business day, i.e. before the end of the next business day.

Our office is open from Monday through Friday.

Saturdays, Sundays, and holidays are not business days for us.

Therefore, if someone submits an inquiry on Monday, they can expect a reply before midnight Tuesday. Likewise, if we receive an inquiry on Thursday, we will respond before midnight Friday. If someone wrote to us on Friday, Saturday, or Sunday, they can expect to hear from us before midnight Monday. (All times are GMT+8.)

In most (all?) cases, our support staff respond much sooner than promised.

The chart below shows 2 metrics that we track:

  • Monthly mean response time (in blue). This measure is probably what matters more to the subscriber or prospective subscriber because it gives an indication of how long they have to wait before hearing back from us. For this metric, lower is better.
  • Monthly mean time to the end of the next business day (in red). Although often not considered by most people, this measure is actually more meaningful because it takes into account our non-business days and our promise of responding within 1 business day. For this metric, higher is better.

All figures are in minutes. Only initial response time to inquiries is included in the analysis—follow-up correspondence is not included because the issues that the support team are asked to handle vary considerably and may take some time to address, e.g. special requests. Data from October 2013 are available because the CPHQ Tutor website (the latest iteration of the world’s leading membership site dedicated to CPHQ exam preparation since 2010), was launched on September 30, 2013.

cphqtutor-customer-service-response-times-october-2013-april-2014

In the past 7 months (October 1, 2013–April 30, 2014), the mean response time to initial e-mail inquiries was 481 minutes, or 8 hours 1 minute (range: 10 minutes to 25 hours 0 minutes). The mean time to the end of the next business day over the same period was 2668 minutes, or 44 hours 28 minutes (range: 2 hours 56 minutes to 116 hours 49 minutes). There were zero cases in which the e-mail response happened after the end of the next business day.

The CPHQ Tutor Support Team continues to work on improving its customer service response times. An online ticket support system will be rolled out in the current quarter to better serve CPHQ Tutor’s fast-growing membership.

{ 2 comments… read them below or add one }

almoatez bellah September 10, 2014 at 7:18 pm

that is a great effort you do to improve

Reply

Andy Teh September 12, 2014 at 5:51 pm

@almoatez bellah—Having made investments in supporting technology in recent months, more improvements are underway! :)

Reply

Leave a Comment