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

To view the exact statistics for each month, simply hover over or tap on the data points on the charts.

Customer satisfaction
Month Average customer satisfaction score
December 2024 82%
January 2025 83%
February 2025 80%
March 2025 81%
April 2025 84%
May 2025 86%
Average call waiting time
Month Average call waiting time
December 2024 3 minutes 12 seconds
January 2025 4 minutes 27 seconds
February 2025 8 minutes 33 seconds
March 2025 5 minutes 37 seconds
April 2025 4 minutes 39 seconds
May 2025 3 minutes 37 seconds
Average time to respond to emails
Month Average response time
December 2024 2 days
January 2025 4 days
February 2025 4 days
March 2025 5 days
April 2025 4 days
May 2025 4 days