Customer Service Centre Performance

This area of Customer Service incorporates the Customer Service Centres at Huntingdon, St Neots and St Ives, the Tourist Information Centre at St Neots and the Community Information Centres at Ramsey and Yaxley.

The services dealt with at each location vary, but in general offer the broadest range of Council services. More information is available under the links 'Customer Service Centre' and 'Community Information Centres' on the left.

Performance for October 2008 is shown below. All customer service targets were met.

Total number of customers: 10,995
Speed of response*: 96% of customers who queued for a service were seen within 10 minutes (target 75%)
Average queue time*: 4 minutes 21 seconds

*These measures are for Huntingdon Customer Service Centre only, where 4,281 of the customers were seen.

Call Centre Performance

The Call Centre acts as a central point to answer general enquiries and make service requests in over 15 different service areas. More information is available under the 'Call Centre' link on the left.

Performance for October 2008 is shown below. All customer service targets were met.

Total number of callers: 14,203 (102% of forecast)
Calls answered: 98% (target 95%)
Speed of answer: 87% answered in 20 seconds (target 80%)
Handled first time: 71% of all calls
Customer satisfaction: 98% of customers were satisfied or very satisfied with the service provided

You will find a glossary of the terms used in 'Linked Documents' on the right.

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