Contact:
  • Customer Services
  • Address:

    The Guildhall, High Street, Bath, BA1 5AW

  • E-mail:
    council_connect@bathnes.gov.uk 
  • Telephone:
    01225 39 40 41 
  • Fax:
    01225 47 78 09 
  • Minicom:
    01225 47 73 09 
  • Page Updated:
    07/01/2009
  • Author:
    Council Connect
A to Z Index

Council Connect

Performance Targets - how are we doing?

The targets we are measuring against are briefly explained in each individual section below:

If you would like to know more about the customer service standards you can expect to receive when you contact or visit us, then please read the Contact Centre Service Charter and Local Offices Service Charter.

Decisions on what constitutes useful statistics are always complex, and under constant review. If you would like to see Council Connect report on different aspects of our service to those currently published, please contact us and let us know.  

Reviewing our performance each month, allows us to do two things:
  • To provide information for you, our customers, so you can see how we are performing against our customer service targets.
  • The monthly statistics helps us understand how we are currently performing by identify the areas where we are meeting and exceeding our standards, as well as any issues and areas where improvements need to be made.

Performance targets and statistics for 2008

 

At the Council Connect Contact Centre we aim:

  • To answer 80% of all telephone calls within 20 seconds once they have been placed in a queue.
  • For less than 4% of calls placed to Council Connect to be abandoned by the caller before they are answered. A call is counted as abandoned only when the caller rings off after having already waited for 20 seconds in the queue.
  • To log and respond to 100% of emails and web submissions received during office hours, by the end of that working day. If we cannot provide you with an answer or resolve your problem straight away, we will let you know the appropriate timescale for a response and who is responsible for this.

Contact Centre Telephone Calls - actual performance

 2008  Target   Jan   Feb   March   April   May   June   July   Aug   Sept   Oct   Nov 
 Total number of telephone enquiries  N/A  13,150   9,219   11,221   11,876   11,914   12,062   13,794   9,859   12,545   10,707   8,088 
 % answered within 20 seconds  80%  73%  82%  68%  77%  66%  69%  73%  73%  65%  71%  90%
  % of calls abandoned  4% or less  5%  3%  7%  3%  6%  5%  4%  5%  6%  4%  1%
'Total number of telephone enquiries' represents the total number of incoming calls placed to Council Connect. '% of calls answered' shows how many of those calls we managed to answer. '% of calls abandoned' relates to how many callers rang off before we were able to answer their call.

For an explanation of how we compiled these statistics and what they mean, visit the 2008 statistics explained page.


Contact Centre Emails - actual performance

 2008   Target   Jan   Feb   March   April   May   June   July    Aug   Sept   Oct   Nov 
 Total number of customer enquiries received by email    N/A  1,343   1,026   1,069  1,125   1,094   1,095   1,314   990  1,443   1,204   1,120  
 % responded to by the end of the day received  100%  100%   100%   100%  100%  100%  100%  100%  100%   100%  100%  100%


 

At Council Connect Local Offices we aim:

  • To keep the time customer's have to wait before seeing a Customer Services Officer to 3 minutes or under. Our reporting system in operation at Council Connect at The Hollies, Riverside (from September 2007) and Customer Services at the Guildhall allows us to measure this. 

Council Connect Local Offices - actual performance

 2008   Target   Jan   Feb   March    April   May   June   July   Aug   Sept   Oct   Nov
 Total number of customer enquiries *   N/A  10,103    7,885    8,302  10,895   10,048   9,460  8,305   7,059   7,616   7,668   6,480 
 Average waiting time for customers **    3mins or less   1.26  1.20  1.58  1.49  1.57  2.32  3.10  2.21  5.04  3.34  3.09
* The total number of customer enquires recorded covers customer enquiries dealt with at all Council Connect Local Access Points; Council Connect at the Hollies, Riverside, Shopmobility (from June 2007) and Customer Services at Trimbridge House and The Guildhall.

** The figure shown represents the monthly average waiting time for customers at Council Connect at The Hollies, Riverside and Customer Services at the Guildhall.

 

 

When handling Council Connect Complaints we aim:

Council Connect Complaints - actual performance

 2008   Target   Jan   Feb   March   April   May   June   July   Aug   Sept   Oct    Nov
 Number of complaints received about Council Connect *  N/A  1  1  1  2  1  0  ?  ?  ?  ?  ?
 % of complaints dealt with in accordance with corporate complaints policy          100%  100%   100%   100%  100%   100%   100%   100%   100%   100%   100%   100% 
* The total number of complaints received about Council Connect covers complaints received regarding the Council Connect Contact Centre and all Council Connect Local Access Points (Council Connect at the Hollies, Riverside, Shopmobility and Customer Services at Trimbridge House and The Guildhall).