Customer Service - Complaints

Performance Indicators 2018-19
  Performance Indicator April-June 2018 July-September 2018 October-December 2018 January-March 2019 Year to Date Target How Are We Doing?

2017/18 End of Year Performance

 
Customer Service - Complaints Back to Menu
All Complaints By Categories Number of complaints received in that period 175 152 149 187 663      
Failure to provide a service 59 45 25 45 174
34% 30% 17% 24% 26%
Dissatisfied with repairs service provided 79 81 89 104 353
45% 53% 60% 56% 53%
Other 37 26 35 38 136
21% 17% 23% 20% 24%
Stage 1 Complaints Number of quick fix or services considerations due in this period 169 144 139 178 630      
Number of quick fix or service considerations answered within time 113 124 141 153 531 100% Worried Face 784
97% 95% 96% 96% 96%  
Number of quick fix or service considerations upheld 107 83 98 122 410     455
61% 61% 68% 77% 67% 60%
Stage 2 Complaints Number of stage 2 complaints received in that period 6 8 10 8 32     39 (5%)
Number of stage 2 complaints due that were answered within time 7 7 7 8 29 100% Worried Face  
100% 100% 88% 89% 94%
Number of stage 2 complaints upheld 3 8 6 5 22     33
43% 100% 75% 56% 69% 85%
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more