2008/09

Our performance targets are:

Telephones: We aim to answer 80% of calls within 20 seconds
Letters, emails, SMS texts: We aim to respond to letters, faxes, SMS texts messages and e-mails within 10 working days

Customers without an appointment should be seen within an average of 10 minutes.

Performance: 2008/09
Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar
Total number of telephone calls made to centre 19,645 16,408 16,215 16,276 14,594 17,640 17,794 14,993 12,569 16,209 14,771 18,318
Total number of telephone calls answered 18,967 15,959 15,856 15,738 14,185 17,138 17,369 14,711 12,359 15,799 14,492 17,971
Percentage of calls answered 96.5% 97.2% 98% 96% 97% 97.1% 97.6% 98% 98% 97.4% 98% 98%
Percentage of calls answered within 20 seconds 79% 82% 81% 80% 80% 76% 81% 84% 84% 84% 83% 79%
Number of reception visitors 2,926 2,820 2,933 4,148 3,627 4,430 5,440 4,253 3,386 3,980 3,602 4,427
Average customer waiting time in reception 5m 46s 4m 40s 4m 58s 4m 19s 5m 36s 5m 05s 6m 04s 5m 39s 5m 30s 6m 5m 04s 7m 51s
Number of emails and SMS text messages 473 438 392 417 399 372 384 401 397 499 427 295
Total number of customer enquiries 22,366 19,666 19,181 20,421 18,211 21,940 23,193 19,365 16,142 20,278 18,521 22,693