Customer Services Performance

How are we doing?

Customer Services regularly monitors its performance against published targets. The information is used to drive service improvements.

Five key performance areas are monitored:

• Customer Service Centres - waiting times for personal callers - percentage seen within 15 minutes.
• Call Centre - telephone calls answered within 30 seconds.
• Call Centre - telephone calls answered as a percentage of those presented.
• Call Centre - average queuing time of all calls.
• Switchboard - telephone calls answered within 15 seconds.