Our performance

Quarterly Customer Experience Health Card

	Q3 - 2022/23	Q4 - 2022/23
	Positive Customer Experience January: 60% February: 67% March: 60% Average Overall: 62% First Contact Resolution 59% of customers believed we resolved the issue at the first contact Communication 60% of customers believed we communicated updates and the outcome with them Ease of Use 57% of customers believed it was easy to raise their matter with us	Positive Customer Experience April: 70% May: 79% June: 84% Average Overall: 78% First Contact Resolution 78% of customers believed we resolved the issue at the first contact Communication 80% of customers believed we communicated updates and the outcome with them Ease of Use 77% of customers believed it was easy to raise their matter with us
	Customer Tickets Logged January: 11,055 February: 12,286 March: 12,062 Total Tickets Logged: 35,403 3,961 Snap Send Solve requests received 966 requests received via email	Customer Tickets Logged April: 8,550 May: 10,264 June: 7,274 Total Tickets Logged: 26,388 2,843 Snap Send Solve requests received 808 requests received via email
	Customer Service Calls 42,069 total calls received for the quarter Call Wait Time Averages January: 2:11 February: 2:12 March: 1:46 Average Overall Call Wait Time: 2:03	Customer Service Calls 32,927 total calls received for the quarter Call Wait Time Averages April: 1:12 May: 1:48 June: 1:02 Average Overall Call Wait Time: 1:21