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
March 2024	70%
April 2024	72%
May 2024	81%
June 2024	85%
July 2024	85%
August 2024	85%

Average call waiting time
Month	Average call waiting time
March 2024	4 minutes 55 seconds
April 2024	7 minutes 52 seconds
May 2024	3 minutes 30 seconds
June 2024	1 minute 10 seconds
July 2024	57 seconds
August 2024	1 minute 56 seconds

Average time to respond to emails
Month	Average response time
March 2024	2 days
April 2024	4 days
May 2024	3 days
June 2024	2 days
July 2024	1 day
August 2024	3 days