Customer service standards / results and customer feedback
In 2008/09 we aim to answer 80% of customer telephone calls within 45 seconds.
Our previous three years results were:
- 2007/08 we answered 81.1% of calls within 45 seconds
- 2006/07 we answered 61.5% of calls within 30 seconds
- 2005/06 we answered 67.0% of calls within 30 seconds
In 2008/09 we aim to answer 93% of all calls received.
Our previous three years results were:
- 2007/08 we answered 97.8% of all calls received
- 2006/07 we answered 90.6% of all calls received
- 2005/06 we answered 92.0% of all calls received
In 2008/09 we aim to issue pension forecasts within an average of 10 working days.
Our previous three years results were as follows:
- 2007/08 we issued pension forecasts within an average of 9 working days
- 2006/07 we issued pension forecasts within an average of 8 working days
- 2005/06 we issued pension forecasts within an average of 13 working days
In 2008/09 we aim to reply to correspondence within 10 working days.
Our previous three years results were as follows:
- 2007/08 87% of correspondence was cleared within 10 working days
- 2006/07 97% of correspondence was cleared within 10 working days
- 2005/06 no data available
In 2008/09 we aim to reply to complaints within 7 working days.
Our previous three years results were as follows:
- 2007/08 99% of complaints were cleared within 7 working days
- 2006/07 73% of complaints were cleared within 7 working days
- 2005/06 94% of complaints were cleared within 7 working days
The results of a customer survey carried out at the beginning of 2008 are shown below.
Our customers felt that:
- They were treated with respect: 98.5% agreed
- They were treated as individuals: 98.5% agreed
- We listened to what they said: 97% agreed
- We were helpful and easy to talk to: 97.5% agreed
- We gave clear explanations: 94.5% agreed
Customer feedback
The top five areas of complaint for April 2007 to March 2008 were:
- failed to reply to correspondence
- customer information being potentially disclosed to third parties where letters were issued to customers in unsealed or torn envelopes
- quality of internet services provided
- inaccurate recording of customer information resulting in pension forecasts being incorrect or not being received
- staff not taking responsibility to resolve issues
In response to these complaints we have implemented the following:
- changes to the ways in which we process customer letters and issue replies
- ongoing training of staff
- encouraging staff to take ownership of customer issues
- creation of focus/improvement groups to look at customer feedback and introduce changes to processes where appropriate
The top five areas of praise were:
- the helpful and patient attitude of staff
- clarity of verbal information given without using jargon
- clarity of information given in correspondence
- signposting customers to other parts of The Pension Service
- ease of access to our services