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(LE_NEW011)<br />
Average speed of response<br />
to customer complaints<br />
(days)<br />
(LE_NEW012)<br />
Complaints Ratio: Number of<br />
complaints received per<br />
1,000 visits<br />
(LE_NEW008)<br />
Quarterly 1.5* 6 5<br />
Quarterly 0.01* 0.08 -<br />
it has not been a statistically<br />
significant change to demonstrate a<br />
downturn in performance.<br />
Resident satisfaction has fallen<br />
before (62.7, 2007/08). It is<br />
anticipated that the recent<br />
improvements at the centres will see<br />
resident satisfaction increase.<br />
Complaints<br />
Performance Indicator 2009/10 2010/11 2011/12<br />
Freq. Actual Actual Target Status Comments Target<br />
PI Name<br />
Perf.<br />
% of customer complaints<br />
responded to within timescale<br />
Quarterly 100%* 82% 95%<br />
The service received a total 27<br />
complaints during 2010/11.<br />
95%<br />
Targets have been set based on<br />
customer care standards.<br />
LE-NEW012 will not be a stand along<br />
KPI in 2011/12 but will be included as<br />
commentary in LE- NEW011<br />
0.1<br />
164
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