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Overall customer service performance

Our customer services standards cover a number of measurable targets which are monitored across the council.

2010/2011	Apr 10	May 10	Jun 10	Jul 10	Aug 10	Sep 10	Oct 10	Nov 10	Dec 10	Jan 11	Feb 11	Mar 11
Letters responded to within 10 days	89%	97%	95%	97%	76%	95%	96%	96%	96%
Telephone calls answered within 20 secs	84%	82%	83%	76%	69%	68%	70%	77%	84%

2009/2010

Apr 09

May 09

Jun 09

Jul 09

Aug 09

Sep 09

Oct
09

Nov 09

Dec 09

Jan 10

Feb 10

Mar
10

Letters responsed to within 10 days

57%

61%

67%

64%

86%

76%

83%

81%

67%

54%

84%

65%

Telephone calls answered within 20 seconds

61%

69%

67%

65%

74%

70%

79%

83%

86%

80%

86%

87%

2008/2009	Apr 08	May 08	Jun 08	Jul 08	Aug 08	Sep 08	Oct 08	Nov 08	Dec 08	Jan 09	Feb 09	Mar 09
Letters responded to within 10 days	66%	76%	90%	91%	75%	82%	95%	84%	95%	96%	73%	53%
Telephone calls answered within 20 seconds	79%	76%	75%	82%	76%	84%	82%	82%	86%	81%	70%	63%

2007/2008	Apr 07	May 07	Jun 07	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Mar 08
Letters responded to within 10 days	78%	72%	76%	78%	86%	86%	82%	85%	90%	84%	79%	93%
Telephone calls answered within 20 seconds	53.5%	61%	69%	72%	78%	79%	83%	87%	85%	86%	87%	79%