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CUSTOMER COMMITMENT: A SECOND PERFORMANCE UPDATE
(My comments are in bold)
Betfair Customer Services
10 Nov 11 16:46 Joined: 22 May 02 | Topic/replies: 3,070 | Blogger: Betfair Customer Services's blog
We’ve now published a second performance update against our Customer Commitment – a set of 14 promises aimed at delivering the best possible service for our customers.
• Exceeding our targets for average combined uptime over the last three months (Exchange was 99.96%, beating the target of 99.9%. And Portfolio products was 99.71%, beating 99.0%).
Does anyone know what "average combined" means in the above sentence? Why not just say uptime? (Saying "average combined" makes it sound like some sort of fiddle is going on).
• Completion of an academic research programme that will help the prevention of gambling addiction in Europe.
This sounds like PC BS aimed to flatter fools.
• The successful passing of all intermediate ISO 27001 audits – reinforcing the importance we place on information security. Any comments on ISO 27001.....anyone??
• Our pioneering approach for supporting integrity in sport including work with the Professional Players Federation and with the International Olympic Committee ahead of London 2012. Bit of a nothing statement that.
• Confirmation that we exceeded the targets set for Customer Satisfaction and First Time Resolution for our service operations. Also a nothing statement without knowing the targets set.
I do appreciate BF's efforts and I'm definitely not a BF basher, but I can't see much of value in the above performance update. What do you think fellow punters?
(My comments are in bold)
Betfair Customer Services
10 Nov 11 16:46 Joined: 22 May 02 | Topic/replies: 3,070 | Blogger: Betfair Customer Services's blog
We’ve now published a second performance update against our Customer Commitment – a set of 14 promises aimed at delivering the best possible service for our customers.
• Exceeding our targets for average combined uptime over the last three months (Exchange was 99.96%, beating the target of 99.9%. And Portfolio products was 99.71%, beating 99.0%).
Does anyone know what "average combined" means in the above sentence? Why not just say uptime? (Saying "average combined" makes it sound like some sort of fiddle is going on).
• Completion of an academic research programme that will help the prevention of gambling addiction in Europe.
This sounds like PC BS aimed to flatter fools.
• The successful passing of all intermediate ISO 27001 audits – reinforcing the importance we place on information security. Any comments on ISO 27001.....anyone??
• Our pioneering approach for supporting integrity in sport including work with the Professional Players Federation and with the International Olympic Committee ahead of London 2012. Bit of a nothing statement that.
• Confirmation that we exceeded the targets set for Customer Satisfaction and First Time Resolution for our service operations. Also a nothing statement without knowing the targets set.
I do appreciate BF's efforts and I'm definitely not a BF basher, but I can't see much of value in the above performance update. What do you think fellow punters?
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Trevh,
The text that you quoted above was part of the summary of the performance achieved over the past 3 months in relation to the customer commitment. In that summary, interested customers were invited to visit the website listed below for further information. .. https://promotions.betfair.com/customer-commitment/ .. The answers to some of the points/queries you raised are available on the stated website. The website provides the customer satisfaction and first time resolution targets and some further information about the security standards and the other areas covered by the customer commitment. |
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the web has been stable over last few months, which is a good thing.
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https://promotions.betfair.com/product-and-technology-dashboard-uk .. trevh - u can see the stats here. |
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Wiki for ISO 27001 http://en.wikipedia.org/wiki/ISO/IEC_27001
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perhaps they could give us a quarterly update on:
1) the memory leakage situation 2) the questions which have been raised about their security rather than appealing to some certification 3) how much they have been creaming from the markets through each of cross matching, commission, pc2 and pc3. this would be far more useful to us than whether they've hit targets they set themselves 4) the continuing poor performance of this forum |
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All good points charlaten. You should send these to livechat@betfair.com for their new Q&A session.
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but that's a pointless pr exercise where they only answer the questions which suit them so i'd either get an evasive, half arsed answer or more likely nothing at all.
feel free to forward my points to that address if you like though. |