Performance data as follows:
| 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% |
| 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
