Customer Contact Centre information
Contents
Performance
We measure performance within the Customer Contact Centre to maintain and improve our standards, and to ensure we are providing a high quality, inclusive and reliable service.
Our key performance indicators (KPIs) are first contact resolution and customer satisfaction. We measure against these KPIs because we believe that it is important to get it right for our residents first time, whilst also providing great customer service.
We also measure other performance data such as time taken to answer your call and call duration.
Performance is regularly reviewed, and we use this data to help us improve our service.
First contact resolution (telephone) – 2024/2025
Target: 80%| Month | Resolved first time | Year average |
|---|---|---|
| April | 96% | 96% |
| May | 96% | 96% |
| June | 95% | 96% |
| July | 96% | 96% |
| August | 95% | 96% |
| September | 90% | 95% |
| October | 92% | 95% |
| November | 92% | 95% |
| December | 95% | 95% |
| January | 97% | 95% |
| February | 98% | 95% |
| March | 99% | 96% |
Call wait time 2024/2025
Target: 5 minutes
| Month | Wait time | Year average % |
|---|---|---|
| April | 6 minutes | 6 minutes |
| May | 5 minutes | 5 minutes |
| June | 3 minutes | 4 minutes |
| July | 4 minutes | 4.5 minutes |
| August | 4 minutes | 4 minutes |
| September | 3 minutes | 4 minutes |
| October | 3 minutes | 4 minutes |
| November | 80 seconds | 2.5 minutes |
| December | 66 seconds | 2.2 minutes |
| January | 67 seconds | 2 minutes |
| February | 63 seconds | 2 minutes |
| March | 116 seconds | 2 minutes |
Customer satisfaction survey (telephone)
Target: 85%| Month | Was the person who took your call helpful and polite? | Were you satisfied with the time it took to answer your call? | Are you satisfied that your enquiry has been understood and will be resolved? | Did you feel that you received fair treatment by the advisor on your call today? | Overall, were you satisfied with the service you received today? | Overall average (month) | Overall average (year) |
|---|---|---|---|---|---|---|---|
| April | 91% | 79% | 79% | 86% | 91% | 85% | 85% |
| May | 94% | 81% | 86% | 89% | 85% | 87% | 86% |
| June | 95% | 77% | 82% | 94% | 86% | 87% | 86% |
| July | 90% | 78% | 86% | 86% | 79% | 84% | 85% |
| August | 94% | 79% | 87% | 87% | 80% | 85% | 85% |
| September | 96% | 80% | 91% | 92% | 88% | 89% | 86% |
| October | 94% | 83% | 90% | 91% | 84% | 88% | 86% |
| November | 91% | 84% | 86% | 87% | 87% | 87% | 87% |
| December | 92% | 87% | 86% | 86% | 82% | 87% | 87% |
| January | 90% | 84% | 84% | 83% | 82% | 85% | 87% |
| February | 89% | 78% | 84% | 84% | 81% | 83% | 81% |
| March | 87% | 74% | 84% | 84% | 79% | 82% | 85% |
Page last reviewed: 4 April 2025