Performance data as follows:

Calls made to Waltham Forest Direct
  Dec-10 Nov-10 Oct-10 Dec-09 Year to Date
Calls made to WFD 37237 38634 41948 39276 516495
Percentage of calls answered within 20 seconds 91% 93% 89% 86% 85%
Percentage of calls abandoned after 20 seconds 3% 2% 2% 3% 3%

Customer satisfaction for WFD
  Dec-10 Nov-10 Oct-10 Dec-09 Year to Date
Good 90% 91% 91% 87% 85%
Average 9% 8% 8% 7% 8%
Poor 2% 1% 2% 6% 6%

Customer Service for London Group - Customer Surveys

How long did you wait?

  • 2008 - 92% between 0-10 minutes
  • 2009 – 95% between 0-10 minutes
  • 2010 – 90% between 0-10 minutes

Was the time that you waited acceptable given the nature of your enquiry?

  • 2008 - 96% Yes
  • 2009 – 98%
  • 2010 – 94%

Was the Customer Services officer/advisor that you spoke with welcoming and professional when handling your enquiry?

  • 2008 - 100% Yes
  • 2009 – 100% Yes
  • 2010 – 97% Yes

Was the advisor you spoke to knowledgeable and helpful?

  • 2008 - 99% Yes
  • 2009 – 100% Yes
  • 2010 – 98% Yes

Was the centre welcoming and user friendly?

  • 2008 - 95% Yes
  • 2009 – 99%
  • 2010 – 97%

Was your enquiry resolved on this visit?

  • 2008 - 92% Yes
  • 2009 – 94%
  • 2010 – 92%

How do you rate the service that you received from our staff today?

  • 2008 - 97% Excellent, Very Good and Good
  • 2009 – 98% Excellent, Very Good and Good
  • 2010 – 97% Excellent Very Good and Good