Customer service standards and customer feedback
NPC aims to meet the following customer service standards:
| We aim to | Year | Actual results |
|---|---|---|
| Phone calls | ||
| answer 80% of phone calls within 30 seconds | 2006/7 | 81.2% |
| 2005/6 | 81% | |
| Processing State Pension | ||
| process 95% of new cases within 60 days | 2006/7 | 97.2% |
| 2005/6 | - | |
| process 95% of changes in State Pension within 15 days | 2006/7 | 97.6% |
| 2005/6 | 98.4% | |
| process 91% of complex cases in 85 days | 2006/7 | 95.7% |
| 2005/6 | 92.1% | |
| process 98% of cases accurately | 2006/7 | 99.5% |
| 2005/6 | 99.3% |
| Customer feedback | Year | Actual results |
|---|---|---|
| Complaints - respond within seven working days | 2006/7 | 93.7% |
| 2005/6 | 96% |
| Our customers felt that | Year | Actual results |
|---|---|---|
| they were treated with respect | 2006/7 | 99.8% |
| 2005/6 | 100% | |
| they were treated as an individual | 2006/7 | 99.8% |
| 2005/6 | 99.7% | |
| we listened to what they said | 2006/7 | 99.6% |
| 2005/6 | 99.7% | |
| we were helpful and easy to talk to | 2006/7 | 99.4% |
| 2005/6 | 100% | |
| we gave clear explanations | 2006/7 | 99.1% |
| 2005/6 | 100% |
Top five areas for complaint - April 2006 to March 2007
- information not being used
- payment incorrect
- delay in payment
- Data Protection Act
- payments not received
In response to these complaints and general feedback, we have made the following changes:
- used customer feedback to redesign the process for advising the yearly increase to State Pension
- introduced a process to track complaints ensuring that they are fully replied to
- improved the communication to our staff to keep them up to date with important changes
- education of staff on a number of issues to ensure processes are followed correctly
The top five areas for praise for the period April 2006 to March 2007 were:
- staff – their politeness and helpfulness
- advice and information provided
- the ease with which change of circumstances can be notified
- clarity of correspondence
- ease of telephone access
Have your say in improving our service and the choices available to you
Consultation
Find out more about The Pension Service consultation results on the Department for Work and Pensions website