Customer Service (Non-Repairs Telephone Calls) - 2019-20

 

Performance Indicators 2019-20
Back to Menu Performance
Indicator
April-
July
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 (Non-Repairs Telephone Calls)
Customer
Services
Telephone
Calls
Total number of calls 12,587 14,421 12,515 TBA 39,523 50% Worried Face  
Number of calls lost 343 1,017 672 TBA 2,032  
Percentage of calls lost 2.73% 7.05% 5.37% TBA 5%  
Longest time to answer a call (in minutes) 18mins 16s 17mins 14s 17mins 14s TBA 18mins 16s  
Average time to answer a call (in seconds) 56 69 72 TBA 66  

Calls dealt
with at first
point of
contact

4,154 5,408 6,818 TBA 16,740 15,928
46% 48% 48% TBA 47% 47%
Callbacks
made on time
 
  • Please note: The figures for the final quarter are not currently available due to technical issues. The service has been moved over to home working due to the Covid-19 situation.
Back to Menu Performance
Indicator
April-
July
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 (Non-Repairs Telephone Calls) - 2018-19

Performance Indicators 2018-19
Back to Menu Performance
Indicator
April-
July
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 (Non-Repairs Telephone Calls)
Customer
Services
Telephone
Calls

Calls Dealt
With at First
Point of
Contact

4,498 4,764 TBA 4,326 13,588 50% Worried Face  
48% 48% TBA 43% 45%
Callbacks
Made On Time
 
Back to Menu Performance
Indicator
April-
July
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