Service Promise Key Performance Indicators for quarter 1 of the financial year 2008/2009.
|
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% |
*Targets only for the quarter.
Full complaints statistics can be found by clicking here.