Customer Contact Centre performance results for 2025/2026
Contents
Licensing and Planning
First contact resolution (telephone) – 2025/2026
Target: 90%| Month | Resolved first time | Year average |
|---|---|---|
| April | 99% | 99% |
| May | 100% | 100% |
| June | 99% | 99% |
| July | 100% | 99% |
| August | 100% | 100% |
| September | 100% | 100% |
| October | 100% | 100% |
| November | ||
| December | ||
| January | ||
| February | ||
| March |
Call wait time 2025/2026
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 1236 | 01:22 | 01:22 |
| May | 818 | 00:28 | 00:55 |
| June | 830 | 00:23 | 00:44 |
| July | 989 | 00:26 | 00:39 |
| August | 627 | 00:18 | 00:35 |
| September | 822 | 00:23 | 00:33 |
| October | 789 | 00:26 | 00:32 |
| 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 | 100% | 100% | 93% | 93% | 97% | 97% |
| May | 92% | 92% | 92% | 83% | 90% | 94% |
| June | 97% | 97% | 93% | 93% | 95% | 94% |
| July | 100% | 96% | 100% | 100% | 99% | 95% |
| August | 100% | 100% | 100% | 100% | 100% | 96% |
| September | 100% | 100% | 100% | 100% | 100% | 97% |
| October | 81% | 86% | 91% | 100% | 90% | 96% |
| November | ||||||
| December | ||||||
| January | ||||||
| February | ||||||
| March |
Page last reviewed: 28 August 2025