Our performance Contact centre

The graphs on this page show our contact centre's performance over time. We update this information every month so you can see how we're performing against our targets.

An elderly woman and her daughter using a laptop

Our targets

Customer satisfaction: 80%. Average call waiting time: 2 minutes. Average speed of answer to email: 3 days.

Our performance

Customer satisfaction
Month	Average customer satisfaction score
September 2023	84%
October 2023	81%
November 2023	81%
December 2023	75%
January 2024	79%
February 2024	80%

Average call waiting time
Month	Average call waiting time
September 2023	45 seconds
October 2023	2 minutes 34 seconds
November 2023	3 minutes 5 seconds
December 2023	3 minutes
January 2024	6 minutes
February 2024	6 minutes 27 seconds

Average time to respond to emails
Month	Average response time
September 2023	1 day
October 2023	3 days
November 2023	7 days
December 2023	9 days
January 2024	6 days
February 2024	3 days