FOI25/26 085 Information on Customer Services Performance Levels 2021 to 2025

This is an information request relating to customer service performance levels.

Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

The average call wait times for your customer service phone lines are each year.
The percentage of calls answered within your target time for each of those years.
The average response time for written correspondence (email, letter, or online submissions) in each of those years.
The percentage of correspondence responded to within the organisation’s target timeframe in each year.
The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.
If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

The information requested is detailed below:

FOI25/26 085 Information Sheet (17 KB)