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Contact centre performance 2017

The NHS Digital Customer Service Centre uses a number of different targets, standards and indicators to measure performance.

Performance against standards and targets:

The NHS Digital Customer Service Centre uses a number of different targets, standards and indicators to measure performance.

  1. Statutory Standards are legal obligations which NHS Digital and therefore the Customer Service Centre must adhere to.
  2. 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. 
  3. 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

Measure Target 2016 Performance Standards  
Standards    
FOI Act requests responded to on time 100% 99.2%
Data Protection Act requests responded to on time 100%  98.3%
Key Performance Indicators
Calls answered within 20 seconds >80% 93.8%
Enquiries answered at first point of contact >70% 75.0%
Abandoned calls <5% 0.9%
Targets  
Average days to resolve standard enquiries 10 4
Total average customer satisfaction 4 4

      

The following key areas of satisfaction are identified and analysed from our monthly satisfaction survey:

Contact centre performance

Download the full performance report for 2016

Last edited: 4 October 2018 9:08 am