Customer Contact Centre performance results for 2025/2026


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
August
September
October
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
August
September
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
August
September
October
November
December
January
February
March

Page last reviewed: 4 July 2025