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Last updated 19/11/2018

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Customer Contact Service Standards

  • Overview

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    The following standards set the expected timescales for responding to customer enquiries.  They cover established contact methods including telephone, website and email, webchat, letter and office visits.  They also set out the standard for returning calls when requested.

  • Our contact service standards

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    Contact


    Standard


    Target

    Telephone response

    90 seconds

     

    80% within 90 seconds

     

    Callback

    Next working day
    (or at agreed time)

    90%

    100% within 2 working days

    E-mail

    Next working day

    80%

    100% within 2 working days

    Website

    Next working day

    80%

    100% within 2 working days

    Webchat

    Resolved at first contact

    60%

    Office visits

    Unappointed visitors to offices/hubs seen within 15 minutes of arrival

    Appointed visitors to offices/hubs seen within 5 minutes of appointed time

    90%

    90%

    Letter

    Responded to in full within 5 days

    100%

     

     

    appointed visitors to offices/hubs seen within 5 minutes of appointment time

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  • 19/11/2018

    Updated by Athanasios Protopapas on 19/11/2018 14:35:49

    Comment: Updated standards accordingly

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 06/12/2017

    Updated by Athanasios Protopapas on 06/12/2017 17:17:49

    Comment: Updated Telephone response standards accordingly to 60 seconds and for 80% of calls

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 30/06/2016

    Updated by Athanasios Protopapas on 30/06/2016 10:12:57

    Comment: Updated targets for web contact and letter to 90%

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 11/01/2016

    Updated by Athanasios Protopapas on 11/01/2016 16:52:20

    Comment: Updated Service Standard Target for Email

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 07/07/2014

    Updated by Athanasios Protopapas on 07/07/2014 17:38:16

    Comment: Updated standard

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 11/07/2012

    Updated by Elesh Makwana on 11/07/2012 15:40:46

    Comment: Amended table to 100%.

    Details: (show)

    Chapter titled "Our contact service standards" content changed.

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  • 29/05/2012

    Updated by Admin on 29/05/2012 08:47:16

    Comment: Editorial improvements and added more linked documents

    Details: (show)

    Chapter titled "Overview" content changed.

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  • 28/05/2012

    Updated by Athanasios Protopapas on 28/05/2012 09:21:20

    Comment: Improved table format.

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  • 28/05/2012

    Updated by Athanasios Protopapas on 28/05/2012 09:18:05

    Comment: Added new contact service standards

    Details: (show)

    New Document created; title:"Customer Contact Service Standards", subTitle:"", cover image:"tin can telephone.jpg".
    New Chapter added; title:"Overview" image:"" order:"1".
    New Chapter added; title:"Our contact service standards" image:"" order:"2".

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