Customer Service
Customer Service Centre Performance
This area of Customer Service incorporates the Customer Service Centres at Huntingdon, St Neots and St Ives, and the Community Information Centres at Ramsey and Yaxley.
The services dealt with at each location vary, but in general offer the broadest range of Council services. More information is available under the links 'Customer Service Centre' and 'Community Information Centres' on the left.
Performance for April 2012 is shown below. All targets were met.
Total number of customers: 5,410
Speed of response*: 81% of customers who queued for a service were seen within 10 minutes (target 75%)
Average queue time*: 5 minutes 21 seconds
*These measures are for Huntingdon Customer Service Centre only, where 3,893 of the customers were seen.
Customer satisfaction for all service centres: 100% of customers surveyed were satisfied or very satisfied with the service provided (March 2011)
Call Centre Performance
The Call Centre acts as a central point to answer general enquiries and make service requests in over 15 different service areas. More information is available under the 'Call Centre' link on the left.
Performance for April 2012 is shown below. We missed our speed of answer target because we are carrying two vacancies, and were conducting end of year performance reviews. We have successful hired 3 new staff members who will be joining us in May.
Total number of callers: 10,448 (89.5% of forecast)
Calls answered: 95% (target 95%)
Speed of answer: 71% answered in 20 seconds (target 80%)
Handled first time: 66% of all calls
Customer emails: 1,104 emails handled within service (answered within 2 working days where a response required)
Customer satisfaction: 98.1% of customers surveyed were satisfied or very satisfied with the service provided (April 2012)
You will find a glossary of the terms used in 'Linked Documents' on the right.
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