What we aim to deliver:
The Roam scorecard shows 5 key indicators against which we measure ourselves. Results are reported here every six months, with the next report due January 2013.
Following are the results for the last six months, covering 1 January - 30 June 2012. These measures help us to identify areas in which we need to improve.
Over the next six months our focus will continue to be on refining processes to ensure we meet all of our objectives, continually improving the service we provide to our customers.
The relevant results are:
|Measure||Last Report*||Jan-Jun 12|
|70% of customer calls will be answered within 30 seconds||73.14%||73.96%|
|90% of customer calls will be resolved on the first contact||98.85%||98.69%|
|80% of issues raised with ICR finalised within 7 days||94.95%||92.02%|
|95% of letters and emails will be responded to or acknowledged within 2 business days||100.00%||100.00%|
|95% of new e-TAGs requested will be dispatched within 4 business days||99.04%||98.72%|
* 1 July - 31 December 12