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 performance

Customer satisfaction
Month	Average customer satisfaction score
August 2024	85%
September 2024	85%
October 2024	82%
November 2024	82%
December 2024	82%
January 2025	83%

Average call waiting time
Month	Average call waiting time
August 2024	57 seconds
September 2024	1 minute 56 seconds
October 2024	3 minute 55 seconds
November 2024	3 minute 2 seconds
December 2024	3 minute 12 seconds
January 2025	4 minute 27 seconds

Average time to respond to emails
Month	Average response time
August 2024	1 day
September 2024	3 days
October 2024	2 days
November 2024	2 days
December 2024	2 days
January 2025	4 days