Customer Services Key Performance Indicators
We think it is important to tell you what to expect from our services.
To do this we have detailed below the targets and achievements for our Key Performance Indicators.
There are some that are reported monthly and some quarterly.
2013/2014 Monthly Targets
Calls Answered in 30 seconds
10 minutes waiting time for 'Appointments'
15 minutes waiting time for 'Drop-in' customer visits
Calls Answered - Results
Calls Answered in 30 seconds - Results
Calls Abandoned - Results
10 minutes waiting time for 'Appointments' - Results
15 minutes waiting time for 'Drop-in' customer visits - Results
Number of Complaints - Results
Number of Compliments - Results
2013/2014 Quarterly Targets
Customers Satisfied with their Experience delivered by the Customer Services team
Customers Satisfied with using the IVR (Interactive Voice Response) System