Key Performance Indicators - Service Promise

Key Performance Indicators 2007/2008

0-Turn 07/08

Qtr1

Qtr2

*Qtr3

*Qtr4

Target

General Service Satisfaction Rate (Tenants). Measured annually

76%

-

-

-

-

76%

General Service Satisfaction Rate (Home Owners). Measured annually

59%

-

-

-

-

60%

General tenant repairs satisfaction rate

91%

91%

91%

90%

90%

90%

Answering telephone calls

98%

92%

91%

92%

92%

92%

Dealing with Calls Politely. Measured annually.

87%

-

-

-

-

90%

Handling letters within 10 working days

94%

93%

90%

96%

96%

96%

Email response within 2 working days

92%

90%

91%

95%

95%

95%

Keeping apppointments within 5 minutes

96%

94%

95%

96%

96%

96%

% home visits to residents on time

99.6%

99.6%

99.6%

97%

97%

97%

Complaints responded to on time

80%

68%

75%

80%

90%

90%