Service Charter
Number of Calls Answered within 20 seconds
Each month we monitor the number of calls answered within 20 seconds. Our target is currently 80%. The table below shows you how we are performing.
| Month | Grade of Service |
| April 2023 | 44% |
| May 2023 | 49% |
| June 2023 | 47% |
| July 2023 | 56% |
| August 2023 | 51% |
| September 2023 | 44% |
| October 2023 | 41% |
| November 2023 | 50% |
| December 2022 | 52% |
| January 2024 | 30% |
| February 2024 | 44% |
| March 2024 | 36% |
Number of web chats answered within 60 seconds
Each month we monitor the number of web chats where an agent has responded to the customers initial chat within 60 seconds. Our target is currently 80%. The table below shows you how we are performing.
| Month | Grade of Service |
| April 2023 | 80% |
| May 2023 | 78% |
| June 2023 | 76% |
| July 2023 | 90% |
| August 2023 | 89% |
| September 2023 | 89% |
| October 2023 | 86% |
| November 2023 | 87% |
| December 2023 | 85% |
| January 2024 | 89% |
| February 2024 | 90% |
| March 2024 | 88% |