First contact resolution (telephone) – 2026/2027
Target: 90%
| Month | Resolved first time | Year average |
|---|---|---|
| April | 96% | 96% |
| May | 100% | 98% |
| June | 100% | 99% |
| July | 100% | 99% |
| 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 | 3960 | 04:07 | 04:07 |
| May | 4194 | 06:39 | 05:23 |
| June | 4223 | 10:32 | 07:06 |
| July | 4955 | 07:43 | 07:15 |
| August | |||
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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 | 91% | 92% | 86% | 91% | 90% | 90% |
| May | 93% | 92% | 69% | 75% | 82% | 86% |
| June | 93% | 92% | 31% | 65% | 82% | 85% |
| July | 93% | 91% | 69% | 80% | 83% | 84% |
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