2011-2012 Annual Report - Full Version - PDF - Palmerston North ...

How did we performLevels of ServicePerformance Measures Result CommentThe Council provides a 24 hours a day, seven days a week phone service for customers.1. Calls Answered95% of all calls received by the Call Centre on a24/7 basis are answered.Target not met 89.5% of calls answered.The Council answers customers’ phone calls promptly.2. Call Wait TimeOf the calls received by the Call Centre, the averagewait time is equal to or less than 20 seconds.Target not metAverage call wait time was 28 seconds.The Council provides a Customer Services Centre from 8am to 5pm, Monday to Friday (exceptWednesday when it opens at 9am) that customers can visit.3. Availability of Customer Services CentreServices are available 99.5% of stated hours.Target metServices were available 99.5% of the timeduring the year.The Council provides customers with the information they are seeking.4. Provision of Information80% of telephone queries made will be answeredby the Customer Services Centre at first point ofcontact.Target met93.8% of 391 telephone queries answeredat first point of contact.The Council provides friendly, professional and knowledgeable service to its customers.5. Satisfaction90% of customers are satisfied with the friendliness,professionalism, and knowledge of the servicethey receive (2011 98.3%). (Annual internallyconducted survey of Front of House, Call Centre,and Regulatory Services.)Target met97.6% of 391 respondents were satisfiedwith the service they received.The Council provides feedback to customers on the results of their requests/complaints.6. Feedback to Customers500 randomly selected customers who lodge faultand service complaints are contacted over a 12month period to determine if the complaint hasbeen resolved to a satisfactory standard (internallyconducted).(91.2% satisfaction in 2010/11)Target met500 customers were phoned over the12 month period, however 81.4% werevery/fairly satisfied with the service theyreceived.The Council manages its Customer Services Activity in a financially responsible way.7. Cost EffectivenessThe budget set by the Council is not exceeded.Target metServices provided on time and withinbudget.SupportServicesWhat the Council Does Customer ServicesPalmerston North City Council Annual Report 2011/12129