Customer Service Performance

Latest monthly figures

In April 2025:

• our Corporate Contact Centre answered 12,716 calls with an average answer time of 2.5 minutes
• 96.8% of customers who called our Corporate Contact Centre were very satisfied or satisfied with the service they received
• it took an average of 8.5 days to respond to Corporate Complaints against a target of 10 working days
• 90 items of positive feedback were received.

Annual figures

In 2024/25:

• our Corporate Contact Centre answered 180,546 calls with an average answer time of 1.3 minutes
• 98.3% of customers who called our Corporate Contact Centre were very satisfied or satisfied with the service they received
• it took an average of 8 days to respond to Corporate Complaints against a target of 10 working days
• 660 items of positive feedback were received.

Last updated: 08/05/2025 12:10