Customer Service performance

Telephones

Overall call volumes

Total number of telephone calls received on the main customer services number.

Table showing monthly call volumes
Month Monthly call volumes (2025-26) Monthly call volumes (2026-27)
April 16,186 17,625
May 14,780 14,318
June 14,416 15,256
July 16,875 15,534
August 14,802 13,117
September 17,094 16,048
October 17,144 15,698
November 16,688 -
December 13,849 -
January 17,868 -
February 13,694 -
March 18,110 -

Percentage of calls answered

Percentage of calls answered by our Customer Service Officers before the customer hangs up. We aim to answer 93% of calls.

Table showing percentage of calls answered
Month Percentage calls answered (2025-26) Percentage calls answered (2026-27)
April 87.64 86.29
May 85.62 86.17
June 90.59 89.81
July 85.59 89.51
August 80.08 90.64
September 78.76 87.37
October 86.53 83.07
November 81.65 -
December 87.41 -
January 88.14 -
February 93.98 -
March 89.64 -

Average wait time

Average time customers wait to speak to one of our customer service officers.

Table showing average wait times
Month Average Wait Time in seconds (2025-26)

Average Wait Time in seconds (2026-27)
Apr 224 271
May 276 262
Jun 154 216
Jul 283 229
Aug 475 200
Sep 501 278
Oct 262 214
Nov 442 -
Dec 256 -
Jan 259 -
Feb 105 -
Mar 187 -

Visits

Overall customer visits - face to face

Total number of customer visits to our office at the Westgate Library.

Table showing overall customer visits - face-to-face
Month Monthly volume of visits (2025-26) Monthly volume of visits (2026-27)
Apr 571 511
May 477 429
Jun 562 427
Jul 538 453
Aug 451 387
Sep 456 390
Oct 411 365
Nov 510 -
Dec 555 -
Jan 982 -
Feb 649 -
Mar 591 -

Satisfaction

Customer satisfaction – telephone

Percentage of customers who rated the Contact Centre service as Average or Good after a phone call with our Customer Service Officers. Our goal is 85%.

Table showing customer satisfaction - telephone
Month Percentage Telephone Satisfaction (2025-26) Percentage Telephone Satisfaction (2026-27)
Apr 85.3 85.8
May 91.1 88.8
Jun 79.4 86.4
Jul 80.7 82.2
Aug 83.8 82.5
Sep 85.6 85.4
Oct 83.8 85.1
Nov 81.4 -
Dec 87.4 -
Jan 89.5 -
Feb 85.1 -
Mar 88.3 -

Customer satisfaction – face to face

Percentage of customers who rated our Face to Face service as Average or Good after visiting our office at the Westgate Library. We aim for 95% satisfaction.

Table showing customer satisfaction - face-to-face
Month Percentage Face-to-Face Satisfaction (2025-26)

Percentage Face-to-Face Satisfaction (2026-27)
Apr 98.4 97.8
May 98.1 98.1
Jun 98.7 97.8
Jul 99.2 96.7
Aug 96.9 99.2
Sep 97 97.8
Oct 98 96.4
Nov 99.4 -
Dec 97.6 -
Jan 97.4 -
Feb 98.7 -
Mar 97.8 -

Customer satisfaction – website

Percentage of customers who rated our web service as Average or Good after using the Oxford City Council website.

Table showing Table showing customer satisfaction - website
Month Percentage Website Satisfaction (2025-26) Percentage Website Satisfaction (2026-27)
Apr 54.3 58.3
May 57.6 68.5
Jun 48.9 58.7
Jul 53.6 58.8
Aug 52 58
Sep 51.5 60.7
Oct 55.4 57.2
Nov 53.3 -
Dec 61 -
Jan 53.3 -
Feb 52.7 -
Mar 49.2 -

Overall customer satisfaction

Overall percentage of customers who rated our service as Average or Good after using our telephone, face to face, or web services. Our target is 85%.

Table showing customer satisfaction - overall
Month Percentage Overall Satisfaction (2025-26) Percentage Overall Satisfaction (2026-27)
Apr 56.7 66.9
May 59.5 68.5
Jun 68 68.1
Jul 73 67.8
Aug 69.8 66.5
Sep 72.8 68.4
Oct 73.4 65.3
Nov 74.2 -
Dec 80.8 -
Jan 81.2 -
Feb 78.3 -
Mar 68.3 -

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