First contact resolution (telephone) – 2026/2027
Target: 90%
| Month | Resolved first time | Year average |
|---|---|---|
| April | 97% | 97% |
| May | 100% | 99% |
| June | 100% | 99% |
| July | 100% | 99% |
| August | ||
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| November | ||
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| March |
Call wait time 2026/2027
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 3517 | 02:26 | 02:26 |
| May | 2833 | 02:00 | 02:13 |
| June | 3037 | 01:11 | 01:52 |
| July | 3383 | 01:43 | 01:50 |
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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 | 100% | 88% | 78% | 83% | 87% | 87% | |
| May | 92% | 89% | 84% | 89% | 89% | 88% | |
| June | 99% | 97% | 93% | 96% | 96% | 91% | |
| July | 94% | 92% | 83% | 88% | 89% | 90% | |
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