Telephones
Overall call volumes
Total number of calls received on the main Contact Centre number, 01865 249811.
Percentage of calls answered
Percentage of calls answered by our Customer Service Officers before the customer hangs up. We aim to answer 93% of calls.
Average wait time
Average time customers wait to speak to one of our customer service officers.
Visits
Overall customer visits - face to face
Total number of customer visits to our office at the Westgate Library.
Satisfaction
Customer satisfaction – telephone
Percentage of customers who rated the Contact Centre service as Average or Good after a phone call with our Customer Service Officers. Our goal is 88%.
Customer satisfaction – face to face
Percentage of customers who rated our Face to Face service as Average or Good after visiting our office at the Westgate Library. We aim for 95% satisfaction.
Customer satisfaction – website
Percentage of customers who rated our web service as Average or Good after using the Oxford City Council website.
Overall customer satisfaction
Overall percentage of customers who rated our service as Average or Good after using our telephone, face to face, or web services. Our target is 85%.
