Customer Service Target 2008 to 2009
Target: 86%
What is the target?
This target measures how well we deliver our services to customers against a set of standards. It reflects the 3 main ways in which our customers access Jobcentre Plus services – in person, by telephone and electronically.
How does it work?
Our customer service is measured under three headings:
- professionalism – whether we are friendly, polite and sympathetic to customer needs
- timeliness – how quickly we deal with customers, and the availability of our services
- information – the information given to customers is accurate and comprehensive. This includes the information we display in our offices and on our website, information we give directly to customers, and where appropriate, how well we understand customers' requests and anticipate their needs.
Information is split into two measures:
- visits – visits to Jobcentres
- scenarios – testing the level of service provided by our telephone-based service and testing our website for accuracy.
These three elements make up the overall national target of 86%
The following table outlines how the target is measured.
| Services | Measure | Made up of | |
|---|---|---|---|
| Jobcentres | 30% | Timeliness (6%), Professionalism (7%), Information Visit (7%) and Information Scenarios (10%) | |
| Benefit Delivery Centres | 30% | Timeliness (15%) | Information (15%) - Scenarios (including professionalism) |
| Contact centres | 30% | Timeliness (12%) | Information (18%) - Scenarios (including professionalism) |
| Online | 10% | Timeliness (4%) | Information (6%) |
Figures are rounded for presentation purposes.
Customer Service Target data is updated each quarter (April – June, July – September, October – December, January – March).
