|
Service
|
Target
|
Oct 07
|
Nov 07
|
Dec 07
|
Jan 08
|
Feb 08
|
Mar 08
|
|
Contact Centre Calls (Freephone number)
|
|
|
|
|
|
|
|
|
1. Average wait time (Before call answered by customer service officer)
|
90% in 30 secs
|
|
|
|
|
|
|
|
2. Percentage of calls captured (Calls answered compared to all call offered)
|
97%
|
|
|
|
|
|
|
|
3. Calls captured (answered) within 30 seconds
|
90%
|
|
|
|
|
|
|
|
4. Contact Centre Enquiries resolved at first point of contact
|
80%
|
|
|
|
|
|
|
|
5. Customer Satisfaction with the contact centre service
|
97%
|
|
|
|
|
|
|
|
Customer Receptions
|
|
|
|
|
|
|
|
|
Enquiries resolved at first point of contact
|
|
|
|
|
|
|
|
|
6. Barnet House
|
80%
|
|
|
|
|
|
|
|
7. Grahame Park Housing Office
|
80%
|
|
|
|
|
|
|
|
8. West Hendon Housing Office
|
80%
|
|
|
|
|
|
|
|
Customer Satisfaction with the reception service
|
|
|
|
|
|
|
|
|
9. Barnet House
|
97%
|
|
|
|
|
|
|
|
10.Grahame Park Housing Office
|
97%
|
|
|
|
|
|
|
|
11. West Hendon Housing Office
|
97%
|
|
|
|
|
|
|
|
Percentage of customers seen within 15 minutes
|
|
|
|
|
|
|
|
|
12. Barnet House
|
90%
|
|
|
|
|
|
|
|
13. Grahame Park Housing Office
|
90%
|
|
|
|
|
|
|
|
14. West Hendon Housing Office
|
90%
|
|
|
|
|
|
|
|
Complaints
|
|
|
|
|
|
|
|
|
15. Percentage of complaints responded to within 10 working days
|
94%
|
|
|
|
|
|
|
|
16. Complaint resolution satisfaction
|
|
|
|
|
|
|
|
|
Correspondence
|
|
|
|
|
|
|
|
|
17. Correspondence responded to within 10 working days
|
94%
|
|
|
|
|
|
|
|
18. Correspondence quality assurance
|
|
|
|
|
|
|
|