This measure looks at the length of time customers have to wait before their telephone call is answered in the Customer Contact Centre. Performance has been exceeding the target of 180 seconds (March 2016 until June 2017). During this time, the lowest average time customers had to wait was 103 seconds.
In the second quarter of the year, against a backdrop of reduced staffing availability and improvement work, the Council saw an increase in call waiting times and missed the target. With the delivery of improvement actions and the recruitment of staff, performance is expected to improve over the next quarter of the year. Despite missing the target for call waiting times, the Council’s post-call survey showed customer satisfaction increasing to 89%.