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%.
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 88%.
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 95%.
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%.
