Customer Contact Centre performance results for 2026/2027
Contents
Overall
First contact resolution (telephone) – 2026/2027
Target: 90%| Month | Resolved first time | Year average |
|---|---|---|
| April | 97% | 97% |
| May | ||
| June | ||
| July | ||
| August | ||
| September | ||
| October | ||
| November | ||
| December | ||
| January | ||
| February | ||
| March |
Call wait time 2026/2027
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 9445 | 03:00 | 03:00 |
| May | |||
| June | |||
| 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 | 96% | 91% | 82% | 87% | 89% | 89% |
| May | ||||||
| June | ||||||
| July | ||||||
| August | ||||||
| June | ||||||
| July | ||||||
| August | ||||||
| September | ||||||
| October | ||||||
| November | ||||||
| December |
Page last reviewed: 8 May 2026