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Code<br />
Short Name<br />
Direction of<br />
Travel<br />
Current<br />
Target<br />
Current Value<br />
Short<br />
Term<br />
Trend<br />
Arrow<br />
Long<br />
Term<br />
Trend<br />
Arrow<br />
Traffic Light<br />
Collection<br />
Frequency<br />
Business Manager Summary<br />
Comment<br />
What this means? This indicator relates<br />
to data collected from the satisfaction<br />
surveys collected through the Contact<br />
Centre in respect of customer contact<br />
through the phones and face to face.<br />
How are we doing?<br />
SDV_001<br />
% of satisfied<br />
customers<br />
Aim to<br />
Maximise<br />
85.00% 97.43% Quarterly<br />
Performance has been historically high<br />
and has improved year on year since<br />
2008/09 (94%). The trend for 2011/12<br />
throughout organisational restructure has<br />
been maintained.<br />
Customer satisfaction performance is well<br />
above the North Yorkshire Benchmarking<br />
Group average of 78.00% for 2010-2011.<br />
Moving forward<br />
AS business plan contains a work stream<br />
to develop a customer pledge &<br />
satisfaction testing across the business<br />
and a project plan has been developed to<br />
achieve the business plan target; April<br />
2011. The project is currently on track.<br />
What this means?<br />
SDV_002<br />
% of contact 'right first<br />
time'<br />
Aim to<br />
Maximise<br />
70.00% 87.58% Quarterly<br />
This figure concerns the number of calls<br />
passed through the Contact Centre to a<br />
back office 'service specialist'. This PI<br />
links to planned BPI on the Contact Centre<br />
commencing October 2011.<br />
How are we doing?<br />
Currently performing above target at<br />
87.58%<br />
15
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