Performance against standards and targets:
The NHS Digital Customer Service Centre uses a number of different targets, standards and indicators to measure performance.
- Statutory Standards are legal obligations which NHS Digital and therefore the Customer Service Centre must adhere to.
- Key Performance Indicators are standards set by NHS Digital to ensure that the Customer Service Centre operates according to its role within the wider NHS Digital Organisation.
- Targets are stretching goals set by the Customer Service Centre Team to encourage a high standard of customer service and continuous improvement.
Customer Service Centre standards, KPIs and targets
||2016 Performance Standards
|FOI Act requests responded to on time
|Data Protection Act requests responded to on time
|Key Performance Indicators
|Calls answered within 20 seconds
|Enquiries answered at first point of contact
|Average days to resolve standard enquiries
|Total average customer satisfaction
The following key areas of satisfaction are identified and analysed from our monthly satisfaction survey:
Download the full performance report for 2016
Last edited: 4 October 2018 9:08 am