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Customer Service Performance

Latest monthly figures

Graphic showing the monthly performance statistics for the Customer Service team.

In October 2023:

  • our Corporate Contact Centre answered 17,913 calls with an average answer time of 1.6 minutes
  • 95.9% of customers who called our Corporate Contact Centre were very satisfied or satisfied with the service they received
  • it took an average of 12 days to respond to Corporate Complaints against a target of 15 working days
  • 45 items of positive feedback were received.

Annual figures

A graphical summary of our 2022-2023 Customer Service Performance figures.

In 2022/23:

  • our Corporate Contact Centre answered 268,241 calls with an average answer time of 1.1 minutes
  • 91.2% of customers who called our Corporate Contact Centre were very satisfied or satisfied with the service they received
  • it took an average of 11 days to respond to Corporate Complaints against a target of 15 working days
  • 566 items of positive feedback were received.

Last updated: 10/11/2023 12:21

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