Issue - meetings

The Customer Service, Complaints and Standards Manager presented the report to the Committee to provide information on the Council’s performance in relation to its customer service standards and the number of compliments, comments and complaints received for Quarter 4 2024/25 (1^st January 2025 to 31^st March 2025).  The Council’s overall performance for 2024/25 would also be presented.

A breakdown of the key customer service standards by quarterly period, together with the target and the cumulative performance for each standard, were attached at Appendixes 1 and 2.

Revenues had achieved 88% of incoming calls answered within 20 seconds for Quarter 4 2024/25 (the target had been 70%).  Cumulative performance for all 2024/25 was 87% (exceeding the target of 70%).

Benefits had achieved 95% of incoming calls answered within 20 seconds for Quarter 4 2024/25 (the target had been 80%).  Cumulative performance for all 2024/25 was 95% (exceeding the target of 80%).

In Quarter 4 2024/25, Revenues and Benefits had received 2,819 and 1,151 emails.  In Quarter 3 2024/25, Revenues and Benefits had received 2,299 and 1,037 (this data had only been collected from October 2024).

Contact Centres had achieved 79% of incoming calls answered within 20 seconds for Quarter 4 2024/25 (the target had been 80%).  Cumulative performance for all 2024/25 was 77% (the target was 80%).

In Quarter 4 2024/25, Contact Centres had acknowledged all 8,101 email enquiries received within 1 working day (meeting the target of 100%).  All emails had been replied to within 8 working days (meeting the target of 100%).

For the year 2024/25, Contact Centres had received 32,382 email enquiries – 100% had been answered within 8 working days.

Contact Centres had answered 89% of incoming Live Chats within 20 seconds for Quarter 4 2024/25 (the target had been 90%).  Cumulative performance for all 2024/25 was also 89% (the target was 90%).

For the Corporate Telephone Standard, 91% if incoming calls had been answered within 20 seconds in Quarter 4 2024/25 (above standard).

The majority of departments had achieved and exceeded the corporate target of 90%, with the exception of the following: Revenues & Benefits; Planning & Planning Policy; and Environmental Health.

Cumulative performance for all 2024/25 was also 91% (the target had been 90%).

The number of unanswered calls in Quarter 4 2024/25 was 7% (within target).  The cumulative performance for all 2024/25 was also 7% (the target had been under 10%).

59 Compliments had been received during Quarter 4 2024/25.  Go!Active had received 8 Customer Feedback Form Compliments in Quarter 4 2024/25.

15 Comments had been received, with all acknowledged and passed to the respective department within the target time of 5 working days during Quarter 4 2024/25.  Go!Active had received 14 Customer Feedback Form Comments in Quarter 4 2024/25.

59 Stage 1 Complaints had been recorded in Quarter 4 2024/25, with 10 M.P. Enquiries received during the same period.  100% of Stage 1 Complaints and M.P. Enquiries had been responded to within the Council’s Customer Service Standard of 10 working days.

It was  ...  view the full minutes text for item 6