Correspondence statistics – 1 July to 30 September 2011:

Correspondence type Number answered % answered on time*
Electronic correspondence received through the Department’s website 6,778 99%
Letters signed by ministers 4,129 99%
Letters signed by officials on behalf of ministers 4,300 99%

Customer satisfaction:

Correspondence type Performance Figure
Electronic correspondence received through the Department’s website 61%*
Letters signed by officials on behalf of ministers 51%*

*% of respondents that regard the service as acceptable, satisfactory or very satisfactory

*Whitehall standard of 20 working days

Call Centre statistics – 1 July to 30 September 2011:

Topic Performance Figure
Calls answered during office hours 62,654
% calls answered within 30 seconds 87.6%
Abandoned calls 475
Topic Performance Figure
Offline policy research cases 215
% answered within three working days 88.4%
Topic Performance Figure
Customer satisfaction 92%*

*% of respondents that regard the service as acceptable, satisfactory or very satisfactory

 

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