Our performance

Here you can find out how we are performing against our commitment to you as set out in our Customer Service Charter.

We work really hard to deliver high quality customer service and continually monitor our performance to ensure we are not only achieving but constantly aspiring to exceed, so as to serve you better as part of our commitment to continuous improvement.

We will serve you at our service counters within 10 minutes

When you visit any of our offices, we want to make sure we don't keep you waiting.  To help us we have set a target of serving up to 90% of customers (with simple transactions) within 10 minutes.

How are we doing?

  Our result Our target
January 2017 85% 90%
February 2017 84% 90%
March 2017 77% 90%
April 2017 69% 90%
May 201778%90%
June 201772%90%
July 201767%90%
August 201760%90%
September 201773%90%
October 201774%90%
November 201771%90%
December 201768%90%
January 201867%90%
February 201882%90%
March 201881%90%

We will answer your telephone call within 60 seconds

When you call us via our phone queues, we want you to speak to one of our dedicated customer service officers as quickly as possible. To help us do this, we commit to 85% of phone calls to our queues answered in less than 60 seconds.

How are we doing?

  Our result Our target
August 2016 95% 85%
September 2016 93% 85%
October 2016 91% 85%
November 2016 86% 85%
December 2016 87% 85%
January 2017 80% 85%
February 2017 90% 85%
March 2017 92% 85%
April 2017 86% 85%
May 201788%85%
June 201786%85%
July 201785%85%
August 201772%85%
September 201785%85%
October 201768%85%
November 201779%85%
December 201769%85%
January 201891%85%
February 201888%85%
March 201885%85%

We will respond to your feedback within 10 business days

Your feedback is important to us. We commit to responding within 10 business days with a resolution or indication of the course of action we will take.

How are we doing?

  Our result Our target
August 2016 84% 90%
September 2016 91% 90%
October 2016 96% 90%
November 2016 96% 90%
December 2016 100% 90%
January 2017 83% 90%
February 2017 90% 90%
March 2017 97% 90%
April 2017 92% 90%
May 201798%90%
June 201793%90%
July 201793%90%
August 201793%90%
September 201794%90%
October 201791%90%
November 201771%90%
December 201779%90%
January 201890%90%
February 201889%90%
March 201897%90%

We aim to ensure every customer is satisfied with the sales, service and experience we provide.

Your overall satisfaction is independently captured each quarter and is defined by you rating us 8,9 or 10 out of 10 across our business. We commit to and aspire to achieve more than 70% of our customers surveyed rating us 8,9 or 10 out of 10 for overall satisfaction.

  Our result Our target
January - March 2016 80% 70%
April - June 2016 79% 70%
July - September 2016 79% 70%
October - December 2016 81% 70%
January - March 201774%70%
April - June 201781%70%
July - September 201775%70%
October - December 201773%70%

This page was last updated on: 14 Jun 2018