Customer Service performance

Telephones

Overall Call Volumes

The total number of calls received on the main Contact Centre number 01865 249811

Percentage of calls answered

The % of calls answered by our Customer Service Officers without the customer deciding to hang up. Our target is 93%.

First Point of Contact Resolution

Compared with our overall calls answered, the % of calls resolved by our Customer Service Officers without the need for the customer to call again. Our target is 92%.

Average Wait Time

The average time our customers have had to wait to talk to one of our customer service officers.

Visits

Overall Customer Visits – Face to Face

The total number of visits made by our customers to our office in the Westgate library.

Satisfaction

Customer Satisfaction – Telephone

The % of customers that rated the Contact Centre service as Average or Good when they completed a survey after a telephone call with one of our Customer Service Officers. Our target is 90%.

Customer Satisfaction – Face to Face

The % of customers that rated our Face to Face service as Average or Good when they completed a survey after visiting our office in the Westgate library. Our target is 90%.

Customer Satisfaction – Website

The % of customers that rated our web service as either Average or Good when they completed a survey after using the City Council website

Overall Customer Satisfaction

The overall % of customers who rated our service as either Average or Good when they completed a survey after using our telephone, face to face or web service. Our target is 85%.