Repairs And Telephone Calls 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Repairs Completed On Time

 

Number of repair orders raised

 

Year to date 7,166
April-June 2020 2,369
July-September 2020 4,797
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 19,332

 

Completed within time

 
Year to date 5,749 (95%) Happy Face
Target 95%
April-June 2020 1,951 (97%)
July-September 2020 3,798 (95%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 16,204 (95%)

 

First Time Fixes

 

Repairs fixed at first appointment

 
Year to date 5,114 (89%) Happy Face
Target 80%
April-June 2020 1,832 (94%)
July-September 2020 3,282 (86%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 14,622 (88%)

 

Repairs Telephone Calls

 

Total number of calls

 
Year to date 10,139
April-June 2020 3,502
July-September 2020 6,637
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 33,058

 

Calls lost

 
Year to date 927 (9%)
April-June 2020 292 (8%)
July-September 2020 635 (10%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 3,652 (11%)

 

Longest time to answer a call (in minutes)

 
Year to date 1hr 18min 36s
April-June 2020 29mins 34s
July-September 2020 1hr 18min 36s
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 31mins 12s

 

Average time to answer a call (in minutes)

 
Year to date 1min 54s Sad face - Not meeting current target by 10% or more
Target 1min 30s
April-June 2020 1min 32s
July-September 2020 2min 16s
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 1min 50s

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Repairs and Telephone Calls 2019-2020

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Repairs Completed On Time

 

Number of repair orders raised

 
Year to date 19,332
April-June 2019 4,026
July-September 2019 4,283
October-December 2019 5,509
January-March 2020 5,514

2018/19 End of Year Performance: 14,632

 

Completed within time

 
Year to date 16,204 (95%) Happy Face
Target 95%
April-June 2019

3,311 (94%)

July-September 2019 3,593 (94%)
October-December 2019 4,693 (97%)
January-March 2020 4,607 (96%)

2018/19 End of Year Performance: 14,010 (96%)

First Time Fixes

 

Repairs fixed at first appointment

 
Year to date 14,622 (88%) Happy Face
Target 80%
April-June 2019 3,010 (88%)
July-September 2019 3,111 (87%)
October-December 2019 4,138 (88%)
January-March 2020 4,363 (95%)

2018/19 End of Year Performance: 12,465 (83%)

 

Repairs Telephone Calls

 

Total number of calls

 
Year to date 33,058
Target 80%
April-June 2019 8,024
July-September 2019 7,940
October-December 2019 8,898
January-March 2020 8,196

2018/19 End of Year Performance: 32,251

 

Calls lost

 
Year to date 3,652 (11%)
April-June 2019 1,249 (16%)
July-September 2019 962 (12%)
October-December 2019 713 (8%)
January-March 2020 728 (9%)

2018/19 End of Year Performance: 2,947 (96%)

 

Longest time to answer a call (in minutes)

 
Year to date 31mins 12s
April-June 2019 39mins 43s
July-September 2019 32mins 32s
October-December 2019 29mins 19s
January-March 2020 31mins 12s

2018/19 End of Year Performance: 26mins

 

Average time to answer a call (in minutes)

 
Year to date 1min 50s Worried Face
Target 1min 30s
April-June 2019 4mins 1s
July-September 2019 2mins 51s
October-December 2019 1min 48s
January-March 2020 1min 50s

2018/19 End of Year Performance: 2mins 5s

 

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more