Knowing how we do is an important part of our continuous improvement. We track levels of community and customer satisfaction across a number of areas to identify where we are achieving our service goals and how we can do even better.
Read about our service promise to you
Our quarterly health card tracks our customers' experiences.
Positive customer experience
 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 2023/24 |
Q4 - 2023/24 |
| By month |
July: 82%
August: 82%
September: 82%
|
October: 77%
November: 43%
December: 75%
|
January: 87%
February: 88%
March: 85%
|
April: 82%
May: 82%
June: 83%
|
| Average overall |
82% |
63% |
63% |
82% |
| First contact resolution: customers who believed we resolved the issue at the first contact |
78% |
61% |
84% |
80% |
| Communication: customers who believed we communicated updates and the outcome with them. |
80% |
70% |
87% |
83% |
|
Ease of use: customers who believed it was ease to raise their matter with us.
|
77% |
65% |
65% |
79% |
Customer tickets logged
 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 - 2023/24 |
Q4 - 2023/24 |
| By month |
July: 8,498
August: 9,413
September: 9,809
|
October: 11,889
November: 11,884
December: 9,473
|
January: 12,355
February: 12,696
March: 11,066
|
April: 10,963
May: 11,764
June: 8,689
|
| Total tickets logged |
27,720 |
33,246 |
36,117 |
31,416 |
| ‘Snap, send, solve’ requests received |
2,320 |
4,858 |
5,311 |
3,296 |
| Requests received via email |
3,833 |
3,947 |
4,279 |
3,781 |
Customer service calls
 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 - 2023/24 |
Q4 - 2023/24 |
| Total calls received |
36,302
|
39,361
|
51,683
|
37,050 |
Call wait time averages by month
(minutes) |
July: 1:16
August: 1:27
September: 2:28
|
October: 1:30
November: 1:56
December: 1:09
|
January: 3:00
February: 2:20
March: 1:50
|
April: 1:54
May: 2:44
June: 2:56
|
Average overall call wait time
(minutes) |
1:44 |
1:34 |
2:24 |
2:30 |
Download our Customer Experience Health Card - Q3 - 2022-23(PDF, 160KB)
Download our Customer Experience Health Card - Q4 - 2022-23(PDF, 108KB)