A YEAR IN NUMBERS:
CUSTOMER SERVICE

With changes to our business and the introduction of an in-house repairs team, we know that communication has been a challenge this year.


We have listened to your concerns and as a result,

and through our commitment to Working Better, we have opened up more ways for you to talk to us.


Facebook

Twitter

Webchat on our website


We have already recorded a five-fold increase in the number of people engaging with us via Facebook, and a significant increase in contact via Twitter. Even so, we are bolstering our Your Response team and additional staff will be joining us in the coming months.

CUSTOMER SERVICE

COMPLAINTS REPORTED TO CUSTOMER SERVICES: 1712

COMPLAINTS RESOLVED IN GIVEN TIMESCALE: 67%

AVERAGE TIME TO ANSWER CUSTOMER SERVICE CALLS: 125 SECONDS

AVERAGE HANDLING TIME ON CUSTOMER SERVICES CALLS: 453 SECONDS

ASB INCIDENTS RESOLVED: 1,891