Service Performance

Speed is important but it is quality that really matters

A signal of our intent to provide quality service is the way our engineers are targeted. Although as a company we deliver an average service response time of 4 hours, we have a number of measures in place to ensure the speed is backed up by a first time fix. That means targets based not only on fixing the fault first time but on also ensuring the fault doesn’t re-occur within 14 days. That is what we call a ‘quality fix’ and we achieve this through:

• Training our own apprentices
• Cross training engineers on a number of different machines from different manufactures
• Ongoing training for all engineers (combined total of 380 classroom based days last year)
• Cars stocked with an almost exhaustive range of parts
• Engineers targeted, with bonuses, on first time fixes and ensuring there are no repeat calls for the same fault

Arena Service Stats:

In an industry where service stats are often talked of but rarely backed up, we're so confident in our focus on service that we are prepared to publish our stats. These are honest, up front, statistics that tell you what we achieve and what we work on improving. If competitors promise better, ask them to prove it and ask them how they are calculated. We are audited by British Standards and so you know you can rely on our figures.

We're confident our service is of the highest level and we continue to work on improving that level each and every day.

Arena Service Stats: 01/08/07 to 01/08/08

*First time fix calculated based on the percentage of calls which did not require the engineer to return with parts.

**Average up time calculated by assuming that total down time is the average response time plus average engineer repair time. This is also based upon a working year of 2080 hours.