Statistics for 2005/06

How are we doing?

Indicator	Target: 2005/06	Overall: 2005/06	April - June 2005	July - Sept 2005	Oct - Dec 2005	Jan - March 2005
First Point:
Number of enquiries we have dealt with	N/A	1,679,155	311,905	498,352	503,986	364,912
Percentage of customers seen within 20 minutes	96%	99.07%	98.04%	99.35%	99.30%	99.07%
Percentage of customers satisfied with the service	95%	98.57%	98.33%	98.97%	94.32%	98.07%
Percentage of enquiries resolved at first visit	80%	78.65%	75.92%	78.04%	80.34%	80.31%
Percentage of emails responded to within 3 working days	95%	98.83%	96.5%	100%	100%	100%
Number of complaints received	N/A	9	0	5	2	2
Percentage of complaints responded to within 28 days	95%	100%	N/A	100%	100%	100%

Corporate Contact Centre:
Number of enquiries we have dealt with	N/A	416,078	104,336	107,953	99,524	104,265
Percentage of calls answered within 20 seconds	85%	83.63%	81.7%	81.96%	84.56%	80.9%
Percentage of enquiries resolved at first call	80%	96.76%	99.63%	88.82%	99.22%	99.39%
Percentage of calls abandoned	Less than 10%	10.10%	8.78%	11.33%	9.02%	11.28%
Average call waiting time	Less than 25 seconds	11.5 seconds	12 seconds	13 seconds	10 seconds	11 seconds
Percentage of customers satisfied with the service	95%	97.15%	96.5%	95.4%	98.7%	98%
Number of complaints received	N/A	8	1	2	5	0
Percentage of complaints responded to within 28 days	95%	100%	100%	100%	100%	N/A

Website:
Website hits per month	1.5 million	1.456 million	1.316 million	1.314 million	1.364 million	1.866 million
Website visitors per month	57,000	66,918	57,500	56,831	67,847	85,493

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