Customer services
Contact centre, one stop shops and registration
service
We want to meet your needs and make sure that you are satisfied
with the service you receive from us.
Our performance July 2010
Contact Centre Performance
- We answered 24,444 calls this month
- On average it took us 10.64 seconds to answer a call
against a target of 20 seconds
- 100% of our customers were satisfied with the service we
provided against a target of 98%
- 100% of customers felt we had resolved their enquiry
during their call against a target of 95%
One Stop Shop Performance
- We dealt with 5424 customers this month
- We processed 13,657 customer payments this month
- 84.77% of customers were seen within 15 minutes against a
target of 80%
- 98.95% of customers were satisfied with the service against a
target of 99%
- 100% of customers felt we resolved their enquiry against a
target of 99%
Registration Service Performance
- We registered 279 births and 147 deaths
- 73 notices of marriage and civil partnership were
taken
- 556 copy certificates were produced
- We performed 41 marriage and civil partnership ceremonies
and 2 citizenship ceremonies
- 100% of customers surveyed were satisfied with the
service against a target of 99%
- 96.43% of customers were seen within 10 minutes of their
appointment time against a target of 90%
Your complaints and comments help us to improve
what we do. We have provided some examples of the positive changes
we have made after hearing from you in our 'you say we did'
leaflet.
Downloads
You will need Adobe Acrobat to view PDF documents. If you do not
already have this, you can download it from the Adobe
website. If you require documents in an accessible format,
please contact us on 0151 443 4031.
