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Our customer service performance

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

Our service to customers and the public

StandardTargetActual
To answer phone calls to Customer Services within 15 seconds95% 98.8%
To acknowledge all enquiries or complaints within one working day99% 99.9%
To respond to all written enquiries within ten working days95% 99.9%
To respond to all written complaints within ten working days98% 99.7%

Our service to Partners

StandardTarget Actual
To fulfil digital data orders from Partners within five days97% 98.9%
To respond to all written complaints within ten working days98% 100%

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