Customer service performance standards
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Time taken to answer your calls in 2008
Our aim is to answer 80% of the calls that we receive within 30 seconds.
Grade of service - % calls answered in less than 30 seconds
| Month |
% |
Total number of calls answered |
| August |
71% |
21301 |
| July |
73% |
22473 |
| June |
78% |
22978 |
| May 2008 |
67% |
24373 |
| April 2008 |
57% |
29082 |
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Time taken to answer your calls in 2007
Our aim was to answer 80% of the calls that we received within 20 seconds.
Grade of service - % calls answered in less than 20 seconds
| Month |
% |
Total number of calls answered |
| March 2008 |
52% |
26278 |
| February 2008 |
63% |
26018 |
| January 2008 |
77% |
28614 |
| December 2007 |
78% |
18606 |
| November 2007 |
70% |
26737 |
| October 2007 |
77% |
26954 |
| September 2007 |
71% |
24852 |
| August 2007 |
59% |
28319 |
| July 2007 |
71% |
27453 |
| June 2007 |
61% |
25363 |
| May 2007 |
58% |
24246 |
| April 2007 |
48% |
24434 |
| March 2007 |
56% |
26175 |
| February 2007 |
51% |
24053 |
| January 2007 |
63% |
27638 |
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Average waiting time for answered calls (seconds)
| Month |
Waiting times |
| August 2008 |
54 seconds |
| July 2008 |
52 seconds |
| June 2008 |
47 seconds |
| May 2008 |
70 seconds |
| April 2008 |
80 seconds |
| March 2008 |
62 seconds |
| February 2008 |
56 seconds |
| January 2008 |
33 seconds |
| December 2007 |
33 seconds |
| November 2007 |
43 seconds |
| October 2007 |
38 seconds |
| September 2007 |
48 seconds |
| August 2007 |
62 seconds |
| July 2007 |
42 seconds |
| June 2007 |
72 seconds |
| May 2007 |
96 seconds |
| April 2007 |
103 seconds |
| March 2007 |
91 seconds |
| February 2007 |
90 seconds |
| January 2007 |
60 seconds |
Past performance - 2006
Over the year, grade of service was 61%, average waiting time was 65 seconds and we answered 228807 calls.
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