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Let’s Talk Performance…

We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.

16m 23s

Time to answer phone calls

We are introducing new repair completion cards which give customers information about any follow on work, and seeks feedback on satisfaction

70.5%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling

54.6%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling

82.7%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling

93.8%

Repairs completed within target timeframes

We are reviewing the length of time allocated for appointments for different types of repairs

93.8%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling

82.7%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling

90.7%

Satisfaction with complaints handling

We have provided refresher training for colleagues and set standards for the quality of complaints handling