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Customer Service target - Delivering a good service to our customersTarget: 84% What is the target?The Customer Service Target measures how well we deliver our services to customers against a set of standards. It reflects the 3 main ways in which our customers access Jobcentre Plus services - in person, by telephone and electronically. How does it work?Our customer service is measured under three headings:
- professionalism - whether we are friendly, polite and sympathetic to customer needs
- timeliness -how quickly we deal with customers, and the availability of our services
- information-the information given to customers is accurate and comprehensive. This includes the information we display in our offices and on our website, information we give directly to customers, and where appropriate, how well we understand customers' requests and anticipate their needs
Information is split into two measures:
- Visits - visits to Jobcentres; and
- Scenarios -testing Jobcentres and Jobcentre Plus contact centres using realistic customer scenario telephone calls, and testing our website for accuracy.
The following table outlines the services measured and the percentage each component contributes to the target.
| Performance Measure |
Service Measured:
Jobcentres
|
Service Measured: Telephony Channels |
Service
Measured:
E-Channels |
| Professionalism |
10% |
Included in scenarios |
Not measured |
| Timeliness |
10% |
15% |
3.3% |
| Information - visit |
10% |
Not applicable |
Not applicable |
| Information - scenario |
15% |
30% |
6.7% |
| Contribution to overall target |
45% |
45% |
10% |
Customer Service Target data is updated each quarter (April - June, July - September, October - December, January - March). Latest Business Delivery Unit level data Latest National data
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