First contact resolution (telephone) – 2025/2026
Target: 90%
| Month | Resolved first time | Year average |
|---|---|---|
| April | 96% | 96% |
| May | 97% | 97% |
| June | 99% | 97% |
| July | 98% | 98% |
| August | 99% | 98% |
| September | 99% | 98% |
| October | 99% | 98% |
| November | 95% | 98% |
| December | 96% | 98% |
| January | 91% | 97% |
| February | 90% | 96% |
| March | 94% | 96% |
Call wait time 2025/2026
Target: Average 5 minutes
| Month | Total calls | Wait time | Year average % |
|---|---|---|---|
| April | 4718 | 07:42 | 07:42 |
| May | 3403 | 05:35 | 06:38 |
| June | 3531 | 04:21 | 05:52 |
| July | 3923 | 02:52 | 05:07 |
| August | 3343 | 02:34 | 04:36 |
| September | 3971 | 02:02 | 04:11 |
| October | 3955 | 02:11 | 03:53 |
| November | 3236 | 04:53* | 03:53 |
| December | 2487 | 3:36 | 03:51 |
| January | 3746 | 03:18 | 03:47 |
| February | 3257 | 03:15 | 03:44 |
| March | 3572 | 01:45 | 03:33 |
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 | 94% | 88% | 83% | 85% | 88% | 88% | |
| May | 90% | 83% | 78% | 76% | 82% | 85% | |
| June | 93% | 94% | 84% | 87% | 90% | 87% | |
| July | 90% | 86% | 80% | 87% | 86% | 87% | |
| August | 87% | 83% | 83% | 83% | 84% | 86% | |
| September | 96% | 95% | 89% | 88% | 92% | 87% | |
| October | 95% | 86% | 81% | 84% | 87% | 87% | |
| November | 93% | 93% | 83% | 83% | 88% | 87% | |
| December | 100% | 94% | 77% | 84% | 89% | 87% | |
| January | 92% | 91% | 88% | 91% | 91% | 88% | |
| February | 90% | 89% | 85% | 89% | 88% | 88% | |
| March | 100% | 85% | 83% | 81% | 87% | 88% |