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
| 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:
Download the full performance report for 2016
Last edited: 4 October 2018 10:08 am