Peterborough Direct performance indicators

Indicator

Performance

number of calls answered

23,834

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

74%

% of calls abandoned (target = 7%)

Was above target due to additional calls on the housing benefit line. Processes are being reviewed and resources altered to ensure calls are answered more quickly.

10%

number of customers served

1,344

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

95.01%

number of complaints received about Peterborough Direct service

1

number of compliments received about Peterborough Direct service

6

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

93.3%        

Customers who thought speed of answer was good

86.5%

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

75%

Customers who thought staff were unhelpful

0.6%

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

99.3%

Customers who were satisfied with quality of service received

91.2%      

Customers who thought they had been treated fairly

96.7%

Customers who thought waiting time was acceptable

92%

Customers who thought opening times were convenient

87%

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

82.8%

Customers who thought staff were unhelpful

0.4%

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

98%