2017 Customer Support Statistics

2017 Customer Support Statistics

Customer service is one of our top priorities at RDA Systems. We strive to not only provide excellent customer service, but also complete each request in the most efficient way possible.

We compile data so that we can see our strengths and weaknesses and work to provide the best support possible. Below is an outline of our average customer support numbers for 2017 and first month of 2018.



From the time that a help desk ticket was submitted:

The first call back to a customer was 50 minutes

57% of the tickets were solved within the first two hours of being submitted

62% of the tickets were solved on either the first or second contact with the customer

The average time it took to complete a ticket was 4 hours after being submitted


Customer Service

After each contact with a customer, there is a link to fill out a survey on how we did. Throughout the year of 2017 we received these responses:


“Very fast and efficient response!  It is nice to speak to someone who is very helpful and pleasant.  Solved my issue immediately!”

“It is refreshing to know that in this fast paced world we live in, there is a company that still believes customer service means helping the customer. All of the RDA support team deserves a “Way to Go – You Are AWESOME!” You ALL always go above and beyond. THANK YOU from the very bottom line of my payroll distribution!! 🙂 🙂 🙂 “

“RDA Customer care team are always very helpful and take the time to explain how the system works.”

“Great service as usual!”

For more information, visit our customer service page


The supplement rate has been changed from 25% to 22% up to $1,000,000.00.  This change is NOT included in the program updates.  Customers using the Federal 25% deduction should add a new Deduction Description for Federal 22% and add the percentage amount of 22 in the percentage field.  Any employees currently using the Federal 25% deduction should be moved to the Federal 22% deduction.


The new 2018 Federal Tax Table is now available.
After program updates are run, use the Copy Standard Setup button on the Deduction Description Compute tab to update the new exemption amount and table.


New OPENRDA programs released 01/17/18

New OpenRDA programs were made available on the web today:

  • OpenRDA 4.0 The compile date is: 01/13/2018 and release version number is: 4.0.35-39199.

This release contains the following:

  • 2018 FEDERAL SUPPLEMENT RATE CHANGE (Manual change required-See product announcement)

Please see product announcements for more details.