Customer Contact Centre performance results for 2025/2026
Contents
Overall
First contact resolution (telephone) – 2025/2026
Target: 90%| Month | Resolved first time | Year average |
|---|---|---|
| April | 98% | 98% |
| May | 98% | 98% |
| June | 98% | 98% |
| July | 99% | 98% |
| August | 99% | 98% |
| September | 99% | 99% |
| October | 99% | 99% |
| November | ||
| December | ||
| January | ||
| February | ||
| March |
Call wait time 2025/2026
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 9561 | 04:28 | 04:28 |
| May | 7362 | 03:09 | 03:48 |
| June | 6985 | 02:33 | 03:23 |
| July | 7790 | 01:49 | 02:59 |
| August | 6402 | 01:33 | 02:42 |
| September | 7160 | 01:16 | 02:18 |
| October | |||
| November | |||
| December | |||
| January | |||
| February | |||
| March |
Customer satisfaction survey (telephone)
Target: 85% -| Month | Was the person who took your call helpful and polite? | Are you satisfied the advisor has listened to and understood your enquiry? | Did the timeliness of your overall experience with us today meet your expectations? | Overall, were you satisfied with the service you received today? % | Overall average (month) | Overall average (year) |
|---|---|---|---|---|---|---|
| April | 85% | 82% | 70% | 75% | 78% | 78% |
| May | 90% | 86% | 77% | 80% | 83% | 81% |
| June | 94% | 93% | 83% | 87% | 89% | 83% |
| July | 94% | 91% | 82% | 87% | 89% | 85% |
| August | 94% | 91% | 83% | 84% | 88% | 85% |
| September | 97% | 95% | 88% | 90% | 93% | 87% |
| October | 95% | 32% | 84% | 84% | 89% | 87% |
| November | ||||||
| December | ||||||
| January | ||||||
| February | ||||||
| March |
Page last reviewed: 28 August 2025