How well are we doing?
The Department's Public Communications Unit directly handle around 80 per cent of departmental official correspondence - both letters and emails. From April 2011 to February 2012 we answered 94 per cent within our target of 15 working days. Of these, 26 per cent were answered within five working days, in response to feedback from customers who asked for more prompt replies.
Customer feedback
Our online customer satisfaction survey (April 2011 - February 2012) revealed that 64 per cent of customers are satisfied with the correspondence service we provide, an increase of seven per cent on previous findings, and 97 per cent are satisfied with our telephone service (feedback from November 2011 - February 2012).
