Skip to content

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

97%

Calls Answered in 30 seconds

85%

Calls Abandoned

5%

10 minutes waiting time for 'Appointments'

95%

15 minutes waiting time for 'Drop-in' customer visits

87%

Calls Answered - Results

2013/2014

Calls Answered in 30 seconds - Results

2013/2014

Calls Abandoned - Results

2013/2014

10 minutes waiting time for 'Appointments' - Results

2013/2014

15 minutes waiting time for 'Drop-in' customer visits - Results

2013/2014

Number of Complaints - Results

2013/2014

Number of Compliments - Results

2013/2014

2013/2014 Quarterly Targets

Customers Satisfied with their Experience delivered by the Customer Services team

85%

Customers Satisfied with using the IVR (Interactive Voice Response) System

80%

Customers Satisfied with their Experience delivered by the Customer Services team - Results

2013/2014

Customers Satisfied with using the IVR System - Results

2013/2014



Click here for past years Key Performance Indicators and Results