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Performance
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Key Performance Indicators
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Compliments and Complaints here.
Part 1 (Call Handling)
- % of calls answered within 15 seconds as per Central Call standard
- % of calls answered within 30 Seconds as per TSA must be 78%
- % of calls answered within 60 Seconds as per TSA must be 96.5%
Customer satisfaction for call handling April 2007 to September 2007
Measured against 6 questions covering the call handling process
1 = Poor, 2 = Adequate, 4 = Good and 4 = Excellent.
92% total customer satisfaction achieved
Part 2 (Installation)
“To reinstate service to a service user in the event of a critical fault in equipment installed in the service user’s premises”
Measured against five questions covering the installation process
1 = Poor, 2 = Adequate, 4 = Good 4 = Excellent
95 % total customer satisfaction
Part 3 (Response)
- Responding to incidents where the decision has been made to deploy staff % within 1 hour
7 Calls > 1 Hour:
| Reason Mobile Response > 1 Hour | Number |
| Awaiting Access | 3 |
| On Other Calls | 4 |
Customer satisfaction for response April 2007 to September 2007
Measured against 6 questions covering the response process
1 = Poor 2 = Adequate 4 = Good 4 = Excellent.
94% total customer satisfaction achieved
Central Call Performance Indicators
Answering calls within 15 seconds, % shown in Code of Practice Part One
Emergency Mobile Response within 25 minutes, % shown in Code of Practice Part 3
Demonstrate and fit lifeline at service users’ request within 8 days.
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