First contact resolution (telephone) – 2026/2027
Target: 90%
| Month | Resolved first time | Year average |
|---|---|---|
| April | 98% | 98% |
| May | 100% | 99% |
| June | 100% | 99% |
| July | ||
| August | ||
| September | ||
| October | ||
| November | ||
| December | ||
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| March |
Call wait time 2026/2027
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 859 | 00:33 | 00:33 |
| May | 800 | 00:33 | 00:33 |
| June | 951 | 00:46 | 00:37 |
| July | |||
| August | |||
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| 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% | 89% | 89% | 95% | 95% |
| May | 85% | 85% | 77% | 85% | 83% | 89% |
| June | 100% | 100% | 100% | 100% | 100% | 93% |
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