Olio's Support performance and satisfaction scores

At Olio, we value your feedback. Every month, your insights help us understand what we’re doing well and what we can improve. This FAQ is here to give you an overview of some of our key performance metrics, including our Customer Satisfaction Score (CSAT) and FWH tickets support, which reflect our commitment to delivering top-quality service.

📊 Understanding the CSAT (Customer Satisfaction Survey)

When you rate your experience with Olio, you’re helping us understand how you feel about your Olio experience. We use a simple scale from 😡 to 😍, helping us identify where we can make improvements. We also use AI to review the comments you provide to understand the key themes around what’s working well, and what’s not so good.

What defines a “good” CSAT score? Industry standards suggest a score between 75% and 85% is good, while 90% and above is exceptional. 

📬FWH Ticket Support:

When you submit an issue form, it becomes a “ticket.” We prioritise each ticket by urgency and type of issue, then work to resolve it as quickly as possible. On average we receive 4,500 FWH tickets on a monthly basis.

🚧 Flag report stats - Coming soon 

We’re working on providing detailed metrics for flagged reports, and these will be available soon. Thank you for your patience as we continue to improve our service!

🤔Why this matters

At Olio, our goal is to continuously improve, and your feedback is essential to that journey. We hope these insights show you that behind every interaction—whether it's through our support team or in your overall experience—there's a team of people who genuinely care about getting it right the first time, every time. 🧡