Repairs and Telephone Calls 2019-2020

Performance Indicators 2019/20
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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

Repairs and Telephone Calls
Repairs Completed on Time Number of repair orders raised 4,026 4,283     8,309     14,632
Completed within time 3,311 3,593     6,904 95% Worried Face 14,010
94% 94%     94% 96%
First Time Fixes Repairs fixed at first appointment 3,010 3,111     6,121 80% Happy Face 12,465
88% 87%     88% 83%
Repairs Telephone Calls Total number of calls 8,024 7,940     15,964   32,251
Calls lost 1,249 962     2,211 2,947
16% 12%     14% 9%
Longest time to answer a call (in minutes) 39mins
43s
32mins 32s     32mins 32s 26mins
Average time to answer a call (in minutes) 4mins 1s 2mins 51s     3mins 26s 1min 30s Sad face 2mins 5s
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

Repairs and Telephone Calls 2018-2019

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

Repairs and Telephone Calls
Repairs Completed on Time Number of repair orders raised 3,657 3,746 3,390 3,839 14,632      
Completed within time 3,458 3,617 3,255 3,680 14,010 96% Happy Face  
95% 97% 96% 96% 96%
First Time Fixes Repairs fixed at first appointment 4,067 4,199 4,199 4,178 16,643 80% Happy Face 15,479
85.0% 85% 83% 85% 85% 82%
Repairs Telephone Calls Total number of calls 8,257 7,184 7,771 9,039 32,251   28,847
Calls lost 667 581 783 916 2031 2,836
8% 8% 10% 10% 9% 10%
Longest time to answer a call (in minutes) 33mins 47s 33mins 55s 32mins 54s 28mins 49s 26mins N/A
Average time to answer a call (in minutes) 1min 25s 1min 38s 2mins 29s 2mins 46s 2mins 5s 1min 30s Sad face 1min 58s
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