Customer Services Performance
Our Customer Service
Commitment
We are committed to providing the following customer
performance at our
customer
contact centre:
- Answer 80% of telephone calls in 10
seconds, 90% in 20 seconds and 95% in 30 seconds
- Achieve an abandon
call rate of no more than 2% of call volumes answered
- Take an average time of 6 seconds to
answer
- Process orders recieved by post within an average of 2 working days
- Achieve a minimum score of 83.1% on our annual customer satisfaction survey
- Achieve a fair
outcome for customers when things go wrong and achieve less than 1.15% of
complaints received against overall despatches.
Customer
Service Performance
Read how our Customer Services department performed in 2009 (PDF)
Read how our
Customer Services department performed in 2008 (PDF)
Read how our Customer Services department
performed in 2007 (PDF)
Read how our Customer Services
department performed in 2006 (PDF)