Customer service - KPIs

Performance update 2009/10

KPI, milestone or target	Performance
Respond to 99.2% of billing customer contacts within 5 working days in 2009/10.
Respond to 99.8% of written customer complaints within 10 working days in 2009/10.
Ensure that 99.95% of customers, who have meters, have bills based on meter readings in 2009/10.
Ensure that the company’s call handling satisfaction score is 4.6 out of 5 (92%) or above in 2009/10.
Ensure that less than 0.25% of customers hear the all telephone lines busy message in 2009/10.
Ensure that fewer than 3% of customers’ calls are abandoned in 2009/10.
Increase customer satisfaction with overall service to 90% in 2009/10.

KPI performance	Key
KPI achieved
KPI ongoing
KPI not achieved

Performance targets 2010/11

KPI, milestone or target
Respond to 99.4% of billing customer contacts within 5 working days in 2010/11.
Ensure that 99.90% of customers, who have meters, have bills based on meter readings in 2010/11.
Increase customer satisfaction with overall service to 91% in 2010/11.

Please note new Service Incentive Mechanism (SIM) measures have been introduced by Ofwat for 2010/11. These are being piloted and monitored during 2010/11. Therefore SIM targets for 2010/11 have not been included in this years report as they are still under development. Our performance in 2010/11 and performance targets for 2011/12 in line with SIM will be covered in the 2010/11 report.

Performance report

Document	PDF
Customer service performance 09/10
Customer service performance 08/09
Customer service performance 07/08