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
September 2024 85%
October 2024 82%
November 2024 82%
December 2024 82%
January 2025 83%
February 2025 80%
Average call waiting time
Month Average call waiting time
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
February 2025 8 minute 33 seconds
Average time to respond to emails
Month Average response time
September 2024 3 days
October 2024 2 days
November 2024 2 days
December 2024 2 days
January 2025 4 days
February 2025 4 days