Repairs and Telephone Calls

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

 
Repairs and Telephone Calls Back to Menu
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
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more