Customer Service Target 2010 to 2011
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 three 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 the four headings of the Department for Work and Pensions customer charter:
- Right treatment – did we treat our customers with respect, were we helpful and polite and did we listen to what they said?
- Right result – did we give our customers accurate and complete information?
- Easy access – could customers contact us easily and use our services?
- On time – could our customers access our services quickly?
The following table outlines how the target is measured.
| What is measured | Contribution | Made up of | |||
|---|---|---|---|---|---|
| Right treatment | Right result | Easy access | On time | ||
| Jobcentre (calls) | 15% | Mystery shopper 6% | Mystery shopper 6% | Telephony (% calls answered) 2% | Mystery shopper (% calls answered in 30 seconds) 1% |
| Jobcentre (visits) | 30% | Mystery shopper 12% | Mystery shopper 12% | Mystery shopper 4% | Mystery shopper 2% |
| Contact centre (calls) | 45% | Mystery shopper 18% | Mystery shopper 18% | Telephony (% calls answered) 6% | Telephony (% calls answered in 30 seconds) 3% |
| E-channels | 10% | n/a | Website information (mystery shopper) 6% | Internet job bank and jobpoint availability time 4% | n/a |
| Total | 100% | 36% | 42% | 16% | 6% |
Figures are rounded for presentation purposes. Customer Service Target data is updated each quarter (April – June, July – September, October – December, January – March).
