Percentage rating our service good or very good - This is the percentage of customers who have contacted us with an operational query/complaint that rate our service as 'very good' or 'good'. The percentage is calculated from the answer to one of the questions in the survey used by our customer care team when they contact customers once their operational contact has been resolved. The survey is undertaken by telephone or by text message.
Our target is >95% rating our service as good or very good in each year of the five years. This is a reputational measure only.
In 2018-19 we achieved 96% rating following assessment by external auditors. Due to the nature of this performance commitment it is difficult to guarantee future performance. However, we continue to implement improvements that should provide the best chance of achieving the target in future.