We aim to deliver the right services, at the right time, in the right way, at the right cost, for our customers. Read our customer strategy or find out more about our customer service standards.

During June 2016 our customer service team:

  • saw 10,670 customers in person
  • handled 22,655 calls
  • responded to 4,680 emails
  • achieved 92% overall customer satisfaction and
  • with a 93% quality score

Our customer centre performance

  Week ending: 1 July 2016 Week ending 8 July 2016 Week ending 15 July 2016 Week ending 22 July 2016
Calls answered in 20 Seconds 3,260 3,090 3742  
Calls we did not answer before the caller hung up (as a %) 8 5.8 1.6  
Average time it took us to answer a call (in seconds) 60 58 22  
Number of visitors who came into the Customer Centre at West Offices 1,264 1,284 1,267  
% of visitors who were seen within 10 minutes 73.4 72.6 76.2  
Number of Business visitors who came into the Customer Centre at West Offices 1,160 1,027 853  
% of Customer Satisfaction 93 93 91  
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