Our customer service performance

Find out about our customer service performance to the public and OS partners.

This is how we performed from April 2014 to March 2015:

Our service to customers and the public

Standard Target Actual
To answer phone calls to Customer Services within 15 seconds 95%  98.8%
To acknowledge all enquiries or complaints within one working day 99%  99.9%
To respond to all written enquiries within ten working days 95%  99.9%
To respond to all written complaints within ten working days 98%  99.7%

 

Our service to Partners

Standard Target  Actual
To fulfil digital data orders from Partners within five days 97%  98.9%
To respond to all written complaints within ten working days 98%  100%