Disclosure Log | Newark & Sherwood District Council

Under the Freedom of Information Act, I would like to request the following information on customer services performance for 2023/24 and 2024/25 (to end of Q2) financial years (presented separately).
Please can the information be provided by corporate contact centre e.g. Housing, council tax etc.
1. Number of calls answered
1a. Average answer time
2. Percentage of calls resolved at first point of contact
3. Percentage of customers who were satisfied with the call answering service
4. Target number of days to respond to customer emails
4a. % of customer emails responded to within target timeframes
5. Target number of days to respond to complaints
5a. % of complaints of complaints responded to within target timeframes
6. What is the remit of the customer service team? E.g. telephone calls, emails, online forms, face to face etc.
7. What are the service areas the customer service team handles enquiries for
7a. Telephone calls
7b. Emails
7c. Online forms
7d. Face to face
8. What level of service is provided by the customer service team for those service areas i.e. switchboard function, triage, warm hand off to service area, full response
8a. Telephone calls
8b. Emails
8c. Online forms
8d. Face to face
I would like you to provide the information in the following format:
• · Excel spreadsheet

Customer Services Performance

Request

Response