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Customer Services Performance

Information about the performance of the customer service centres and contact centre can be found here. Performance is measured by:

  • Percentage of unmet demand
  • Average speed of answer (seconds)

Our targets for these are:

Performance target Target frequency Target 2016/17
% Unmet demand Monthly 8%
Average speed of answer (seconds) Monthly 26 seconds


Our performance for March 2017 is:

% Unmet demand 22.88%
Average speed of answer (seconds) 4 Minutes 6 Seconds


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