Statistics for 2006/07

How are we doing?

Indicator	Target: 2006/07	April-June 2006	July-Sept 2006	Oct-Dec 2006	Jan-Mar 2007
First Point:
Number of enquiries we have dealt with	N/A	396,799	461,352	427,659	280,212
Percentage of customers seen within 20 minutes	96.25%	98.8%	98.45%	97.15%	98.68%
Percentage of customers satisfied with the service	96%	98.84%	98.44%	98.83%	99%
Percentage of enquiries resolved at first visit	80%	72.88%	78.41%	84.89%	89.24%
Percentage of emails responded to within 3 working days	97%	100%	100%	100%	100%
Number of complaints received	N/A	3	4	3	3
Percentage of complaints responded to within 28 days	95%	100%	100%	100%	100%

Corporate Contact Centre:
Number of enquiries we have dealt with	N/A	98,910	109,681	95,082	99,875
Percentage of calls answered within 20 seconds	85%	77.69%	81.59%	82.1%	75.25%
Percentage of enquiries resolved at first call	80%	99.43%	99.3%	99.45%	99.59%
Percentage of calls abandoned	Less than 10%	17.33%	16.49%	17.01%	18.58%
Average call waiting time	Less than 25 seconds	15 seconds	15 seconds	14 seconds	18 seconds
Percentage of customers satisfied with the service	95%	97.2%	97%	97.2%	99.59%
Number of complaints received	N/A	6	4	2	1
Percentage of complaints responded to within 28 days	96%	100%	100%	100%	100%

Website:
Website hits per month	21 million	5.98 million	5.23 million	5.64 million	8.6 million
Website visitors per month	86,405	91,300	84,077	99,300	115,377

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