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 | 99% | 99% |
| August | 99% | 99% |
| September | 98% | 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 | 3607 | 03:48 | 03:48 |
| May | 3141 | 03:26 | 03:37 |
| June | 2624 | 02:56 | 03:23 |
| July | 2878 | 02:10 | 03:05 |
| August | 2432 | 01:49 | 02:49 |
| September | 2367 | 01:23 | 02:35 |
| October | 2303 | 01:31 | 02:26 |
| 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 | 79% | 77% | 61% | 68% | 71% | 71% |
| May | 89% | 85% | 74% | 80% | 82% | 77% |
| June | 93% | 92% | 79% | 84% | 87% | 80% |
| July | 94% | 92% | 78% | 87% | 88% | 82% |
| August | 96% | 94% | 76% | 87% | 91% | 84% |
| September | 97% | 95% | 75% | 93% | 93% | 85% |
| October | 97% | 97% | 71% | 86% | 92% | 86% |
| November | ||||||
| December | ||||||
| January | ||||||
| February | ||||||
| March |
Page last reviewed: 28 August 2025