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Customer Enquiry Statistics for 2007/08
How are we doing?
Indicator | Target: 2007/8 | April-June 2007 | July-Sept 2007 | Oct-Dec 2007 | Jan-Mar 2008 |
First Point: | |||||
Number of enquiries we have dealt with | N/A | 340,408 | 316,330 | 261,740 | 329,797 |
Percentage of customers seen within 20 minutes | 96.25% | 98.64% | 98.06% | 98.07% | 98.59% |
Percentage of customers satisfied with the service | 96% | 98.30% | 99.00% | 97.90% | 100% |
Percentage of enquiries resolved at first visit | 80% | 89.02% | 90.63% | 87.56% | 89.87% |
Percentage of emails responded to within 3 working days | 97% | 100% | 100% | 100% | 100% |
Number of complaints received | N/A | 1 | 4 | 2 | 1 |
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 | 149,553 | 155,448 | 140,927 | 141,269 |
Percentage of calls answered within 20 seconds | 85% | 74.00% | 83.00% | 88.00% | 84.00% |
Percentage of enquiries resolved at first call (Daytime Services only) | 80% | 87.90% | 91.80% | 94.02% | 93.88% |
Percentage of calls abandoned (Daytime Services only) | Less than 10% | 15.00% | 10.00% | 6.00% | 10.00% |
Average call waiting time | Less than 25 seconds | 15 seconds | 10 seconds | 10 seconds | 10 seconds |
Percentage of customers satisfied with the service | 95% | 98.84% | 87% | 81.25% | 93.33% |
Number of complaints received | N/A | 0 | 15 | 8 | 5 |
Percentage of complaints responded to within 28 days | 96% | 100% | 100% | 100% | 100% |
Website: | |||||
Customer visits per quarter | 800,000 | 883,000 | 776,000 | 741,000 | 869,000 |
Satisfaction: finding information | 80.00% | 79.00% | 75.00% | 78.00% | 79.00% |
Satisfaction:Value of information | 85.00% | 84.00% | 84.00% | 83.00% | 83.00% |
Satisfaction: Search Engine | 75.00% | 74.00% | 70.00% | 73.00% | 72.00% |
Number of complaints received | 0 formal; 28 informal | 1 formal; 20 informal | 0 formal;19 informal | 0 formal; 31 informal | |
Percentage of complaints responded to within 28 days | 100.00% | 100.00% | 100.00% | 100.00% | |
Language Support Services: | |||||
Number of Face-to-face interpretations carried out | 674 | 545 | 513 | 527 | |
Number of documents translated | 158 | 142 | 55 | 76 | |
Number of complaints received | 5 | 2 | 3 | 6 | |
Percentage of complaints responded to within 28 days | 80% | 100% | 100% | 100% |
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