Our customer service performance

This is how we performed from April 2011 to March 2012:

Our service to customers and the public

Standard	Target	Actual
To answer phone calls to Customer Services within 15 seconds	95%	99.1%
To acknowledge all enquiries or complaints within one working day	98%	99.4%
To respond to all written enquiries within ten working days	95%	98.7%
To respond to all written complaints within ten working days	98%	99.6%

Standard	Target	Actual
To provide a standard licence agreement within twenty days	90%	96.2%
To fulfil digital data orders from Partners within four days	95%	98.2%
To respond to all written complaints within ten working days	98%	100%