Peterborough Direct performance indicators

Indicator

Performance

number of calls answered

31,149

% of calls answered within 20 seconds (target = 70%)

63%

% of calls abandoned (target = 7%)

12%

number of customers served

1,908

% of customers served within 30 minutes in the customer service centre (target = 90%)

99%

number of complaints received about Peterborough Direct service

3

number of compliments received about Peterborough Direct service

12

Customer surveyed who were either satisfied or very satisfied with the service provided   

94%        

Customers who thought speed of answer was good

83.2%

Customers who, expressing a preference, thought advisors were polite & friendly

85.3%

Customers who thought staff were unhelpful

0.7%

Customers who thought they were treated fairly by the member of staff who dealt with their query

98.7%

Customers who were satisfied with quality of service received

96%      

Customers who thought they had been treated fairly

97.6%

Customers who thought waiting time was acceptable

92.1%

Customers who thought opening times were convenient

87%

Customers who, expressing a preference, thought the member of staff was polite and friendly

82.4%

Customers who thought staff were unhelpful

1.6%

Customers who understood the information given to them by a member of staff

99.2%