2009/10

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: 2009/10
Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar
Total number of telephone calls made to centre 16,459 16,928 17,540 17,588 15,025 20,097 17,579 17,371 14,576 19,924 15,925 19,688
Total number of telephone calls answered 16,080 16,430 17,097 17,227 14,749 19,427 17,210 17,046 14,366 18,867 15,507 19,137
Percentage of calls answered 97.6% 97% 97.4% 97.9% 98.1% 96.6% 97.9% 98.1% 97.8% 95.6% 97.3% 97.2%
Percentage of calls answered within 20 seconds 80% 76% 79% 80% 82% 73% 77% 80% 81% 66% 76% 76%
Number of reception visitors 3,192 3,217 4,157 3,862 3,290 4,046 4,849 4,367 3,480 3,921 3,986 4,315
Average customer waiting time in reception 5m 31s 4m 31s 5m 4m 50s 3m 50s 6m 4m 59s 2m 52s 2m 56s 2m 52s 5m 25s 3m 22s
Number of emails and SMS text messages 562 381 405 412 368 394 384 501 499 399 493 469
Total number of customer enquiries 20,454 20,028 21,659 21,501 18,407 23,867 22,443 21,914 18,345 23,187 19,985 23,921