We use key performance indicators (KPIs) to gauge performance in terms of meeting our strategic and operational goals. Those KPIs that are in areas of importance to our customers are reported in this section of our website, and will be updated on an annual basis.

Phone enquiries

This table shows the number of phone calls answered within KPI target*

Year Calls answered Target time
2002-03 94% 20 secs
2003-04 93.4% 20 secs
2004-05 93% 20 secs
2005-06 90% 20 secs
2006-07 90% 20 secs
2007-08 88% 20 secs
2008-09 83% 20 secs
2009-10 84% 60 secs
2010-11 81% 60 secs
2011-12 80% 60 secs
2012-13 84% 60 secs
2013-14 81% 60 secs
2014-15 73% 60 secs
2015-16 82.7% 300 secs

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Private rulings completed

This table shows the number of private rulings completed within KPI target

Year Percentage completed within target Target
2008-09 92.7% >= 80% completed within 90 days
2009-10 97.6%
2010-11 95.9%
2011-12 94%
2012-13 85%
2013-14 81%
2014-15 83%
2015-16 87%

 
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Objections completed

This table shows the number of objections completed within KPI target

Year Percentage completed within target Target
2008-09 84.8% >= 80% completed within 90 days
2009-10 92.1%
2010-11 93.6%
2011-12 86%
2012-13 69%
2013-14 86%
2014-15 86%
2015-16 87%
Download this data in CSV format