How are we performing?
Our Customer Insights reports help us analyse and improve our services based on customer data that we gather. These reports cover key areas like:
- Call handling time: How efficiently calls into our customer hub are being answered and resolved.
- Team interactions: Which departments or teams customers are most often contacting.
- Call wait times: How long customers have to wait before speaking with someone.
- Reception visits: How frequently customers are visiting in person.
- Complaints: The nature and frequency of customer complaints.
The purpose of analysing this data is to understand both the strengths and weaknesses of the services provided, so improvements can be made to enhance the customer experience. You can read our Quarterly reports below.