Correspondence statistics

Correspondence statistics – 1 April to 30 June 2012:

Correspondence type Number answered % answered on time*
Electronic correspondence received through the Department’s website 4,302 99%
Letters signed by ministers 4,031 99%
Letters signed by officials on behalf of ministers 5,021 99%

*Whitehall standard of 18 working days (target is 90%)

Customer satisfaction for Correspondence Performance Figure, April 2012*
Letters signed by officials on behalf of ministers (target is 70%) 70.9%
Electronic correspondence received through the Department’s website (target is 60%) 49.5%

*% of respondents that are neither satisfied or dissatisfied, satisfied, or very satisfied with the service

Call Centre statistics – 1 April to 30 June 2012:

Topic Performance Figure
Calls answered during office hours by the Call Centre team 11,216
% calls answered within 30 seconds (Target is 80%) 80.6%
Abandoned calls (Target is less than 5%) 625 (5.3%)
Topic Performance Figure
Offline policy research cases (Target is 90%) 125
% answered within three working days 98.4%
Topic      Performance Figure
Customer satisfaction 1        83.6%*
Customer satisfaction 2        77.1%**

*% of respondents that are neither satisfied or dissatisfied, satisfied, or very satisfied with the service – Target 90%

**% of respondents that are satisfied, or very satisfied with the service – Target 75%

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