Customer Service - Complaints 2019-20

Performance Indicators 2019-20
Back to Menu Performance
Indicator
April-
June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year
to
Date
Target How
Are
We
Doing?

2018/19 End
of Year
Performance

Customer Service - Complaints
All Complaints By Categories Number of complaints received in that period 111       111     663
Failure to provide a service 41       41 174
37%       37% 26%
Dissatisfied with repairs service provided 61       61 353
55%       55% 53%
Other 9       9 136
8%       8% 24%
Stage 1 Complaints Number of quick fix or services considerations due in this period 108       108     630
Number of quick fix or service considerations answered within time 103       103 100% Worried Face 531
95%       95% 96%
Number of quick fix or service considerations upheld 84       84     410
74%       74% 67%
Stage 2 Complaints Number of stage 2 complaints received in that period 6       6     32
Number of stage 2 complaints due that were answered within time 5       5 100% Worried Face 29
100%       100% 94%
Number of stage 2 complaints upheld 3       3     22
60%       60% 69%
Back to Menu Performance
Indicator
April-
June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year
to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more

Customer Service - Complaints 2018-19

Performance Indicators 2018-19
Back to Menu 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
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%
Back to Menu 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
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more