Customer Service target

Target:

81%

What is the target?

The Customer Service target measures our performance in meeting the generic standards and commitments in the Jobcentre Plus Our service standards and the Employers Charter – it therefore helps us measure our service to all our customers, whether they are employed, unemployed or employers.

How does it work?

Our customer service is measured under four headings:

• Speed - How quickly we answer the telephone and deal with customers face to face. (25% of overall score)
• Accuracy - The accuracy of information we give on the telephone and face to face. (25% 0f overall score)
• Proactivity - How well we understand customers’ requests, anticipate their needs and provide them with information that is relevant to their situation. How we deal with customers as people, how we treat them. (30% of overall score)
• Environment – The quality of the information we display, how easy it is for customers to use our services and how we help customers understand other ways of doing business with us. (20% of overall score)

Latest data