Customer Contact Centre performance results for 2025/2026
Contents
Community and Environment
First contact resolution (telephone) – 2025/2026
Target: 90%| Month | Resolved first time | Year average |
|---|---|---|
| April | 99% | 99% |
| May | 98% | 99% |
| June | 98% | 99% |
| July | ||
| August | ||
| September | ||
| October | ||
| November | ||
| December | ||
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| March |
Call wait time 2025/2026
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 3607 | 03:48 | 03:48 |
| May | 3141 | 03:26 | 03:37 |
| June | 2624 | 02:56 | 03:23 |
| July | |||
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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 | 79% | 77% | 61% | 68% | 71% | 71% |
| May | 89% | 85% | 74% | 80% | 82% | 77% |
| June | 93% | 92% | 79% | 84% | 87% | 80% |
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Page last reviewed: 4 July 2025