1 / 10

Analysis of 101 Service Calls and Customer Satisfaction (September 2006)

This report examines the metrics of the 101 Service calls from the year-to-date, including the maximum wait time, the total calls answered, and the service level percentages. It also highlights the incident category breakdown and explores customer satisfaction results from a survey of 499 participants. Customers reported their alternative contact options if the 101 Service was unavailable and how they learned about the 101 number. The findings indicate a high satisfaction rate and insights into public awareness channels for the service.

nathan-hull
Télécharger la présentation

Analysis of 101 Service Calls and Customer Satisfaction (September 2006)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Year To DateCalls Answered

  2. Max Wait TimeCalls Answered Seconds Minutes

  3. Year To DateCalls Abandoned level 2

  4. Year To DateService Level %Levels 1 & 2

  5. Incident Category Breakdown September 2006 Out of Scope Calls – 3,345

  6. Service Requests created per Partner- September

  7. Customer QuestionnaireQuestion 1 If the 101 Service was not available to you to report the issue that you have phoned about today, who if anybody would you have contacted ? Phone 999 89 17.84% Contact Local Police Station 86 17.23% Contact 0845 143 28.66% Call into Police Station 29 5.81% Phone Local Council 20 4.01% Police Officer in Street 7 1.40% 499 People Surveyed

  8. Customer QuestionnaireQuestion 2 Where did you hear about the 101 number that prompted your call today Television & Radio 77 15.59% Newspapers & Magazines 51 10.32% Websites 6 1.21% Word of Mouth 105 21.25% Leaflets 129 26.11% Posters 17 3.44% Other 109 22.06% 494 People Surveyed

  9. Customer Satisfaction Survey Out of 100 Surveys 91% are Very Satisfied or Satisfied 52% Very Satisfied 39% Satisfied 6% Neither Satisfied Or Dissatisfied 3% Dissatisfied 0% Very Dissatisfied

  10. Police Deployment to 101 calls

More Related