Customer services
Contact centre, one stop shops and registration service
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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.
How are we performing?
December 2011
Contact Centre Performance
- We answered 16,936 calls this month
- On average it took us 16.47 seconds to answer a call against a
target of 30 seconds
- 99.6% of customers were satisfied with the wait time against a
target of 80%
- 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 3,118 customers this month
- We processed 12,264 customer payments this month
- 93.62% of customers were seen within 30 minutes against a
target of 80%
- 82% of customers were satisfied with the wait time against a
target of 80%
- 100% of customers were satisfied with the service against a
target of 90%
- 99% of customers felt we resolved their enquiry against a
target of 99%
Registration Service Performance
- We registered 271 births and 223 deaths
- 45 notices of marriage and civil partnership were taken
- 202 copy certificates were produced
- We performed 9 marriage and civil partnership ceremonies and 1
citizenship ceremony
- 100% of customers surveyed were satisfied with the service
against a target of 99%
- 96.10% of customers were seen within 10 minutes of their
appointment time against a target of 90%.