| Measure,Type,Apr-15,May-15,Jun-15,Jul-15,Aug-15,Sep-15,Oct-15,Nov-15,Dec-15,Jan-16,Feb-16,Mar-16,Apr-16,May-16,Jun-16,Jul-16,Aug-16,Sep-16,Oct-16,Nov-16,Dec-16,Jan-17,Feb-17,Mar-17,Apr-17,May-17,Jun-17,Jul-17 |
| Number of customers using Personal Tax Account. m's (In-month),Impact Indicator - Customer,-,-,-,-,-,-,-,-,0.03,0.5,0.1,0.4,0.5,0.5,0.6,0.9,0.5,1.3,1,0.6,0.4,0.9,0.5,0.6,0.5,0.5,0.5,1 |
| % I-forms Turnaround in 7 Days (In-month),Impact Indicator - Customer,-,-,-,-,-,-,-,-,-,-,-,-,98%,99%,99%,99%,99%,99%,99%,100%,98%,99%,99%,98%,90%,92%,93%,92% |
| % Overall Customer Satisfaction - Digital Services (In-month),Impact Indicator - Customer,80%,79%,78%,76%,74%,76%,76%,76%,77%,73%,74%,69%,76%,76%,76%,75%,74%,78%,75%,74%,74%,72%,74%,74%,80%,78%,81%,83% |
| Average Speed of Answer (In-month) (mm:ss),Impact Indicator - Customer,17:52,19:27,20:13,10:05,14:31,14:55,16:57,08:17,05:55,05:16,05:22,06:02,05:39,05:05,04:27,03:38,03:37,04:54,03:56,02:40,01:42,03:00,03:22,03:39,04:01,04:23,04:15,04:42 |
| % of customer calls waiting more than 10 mins,Impact Indicator - Customer,,,,,,,,,,,,,,,,,,,,,,,,,14%,16%,13%,15% |
| %Call Attempts Handled by our Contact Centres (In-month),Overall Contact Centre ,55%,48%,60%,78%,75%,74%,74%,85%,87%,88%,86%,88%,89%,90%,89%,92%,92%,88%,92%,95%,96%,93%,94%,94%,87%,88%,89%,88% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month),Impact Indicator - Customer,51%,31%,37%,37%,33%,38%,51%,56%,75%,77%,76%,71%,78%,84%,79%,81%,80%,84%,85%,77%,83%,79%,84%,79%,77%,58%,63%,75% |
| Tier 1 number of complaints received (In-month),Overall Complaints T1,"5,684","5,873","7,615","7,599","6,467","7,577","7,556","6,883","5,666","5,993","6,877","6,601",6402,5587,5927,5541,6509,9408,7025,6593,5097,5934,5910,7346,5182,5889,6246,6365 |
| Tier 1 % fully upheld (In-month),Impact Indicator - Customer,30%,31%,33%,38%,36%,37%,34%,35%,34%,32%,32%,33%,33%,36%,34%,33%,33%,32%,29%,31%,[MISSING],34%,36%,37%,38%,39%,37%,38% |
| Tier 1 % partially upheld (In-month),Impact Indicator - Customer,15%,17%,17%,17%,17%,17%,16%,17%,19%,17%,17%,16%,16%,15%,16%,17%,16%,18%,16%,17%,16%,17%,16%,14%,14%,14%,17%,15% |
| Tier 2 number of complaints received (In-month),Overall Complaints T2,530,575,603,535,480,498,529,514,381,418,516,607,551,483,488,454,405,432,410,468,347,370,382,548,381,443,423,410 |
| Tier 2 % fully upheld (In-month),Impact Indicator - Customer,32%,35%,31%,27%,24%,25%,28%,21%,20%,20%,18%,20%,17%,19%,19%,19%,17%,16%,17%,18%,24%,26%,21%,19%,23%,19%,22%,20% |
| Tier 2 % partially upheld (In-month),Impact Indicator - Customer,26%,25%,24%,22%,20%,18%,20%,22%,21%,22%,24%,23%,23%,24%,28%,25%,25%,29%,25%,22%,23%,27%,25%,23%,29%,21%,22%,23% |
| ,,,,,,,,,,,,,,,,,,,,,,,,,,,,, |
| Number of customers using Personal Tax Account. m's (Total to date),Impact Indicator - Customer,-,-,-,-,-,-,-,-,0.03,0.6,0.7,1.1,1.6,2.1,2.7,3.6,4.1,5.4,6.4,6.9,7.4,8.3,8.8,9.4,9.9,10.4,10.9,11.9 |
| % I-forms Turnaround in 7 Days (YTD),Impact Indicator - Customer,-,-,-,-,-,-,-,-,-,-,-,-,98%,99%,99%,99%,99%,99%,99%,99%,99%,99%,99%,99%,90%,91%,92%,92% |
| % Overall Customer Satisfaction - Digital Services (YTD),Impact Indicator - Customer,80%,80%,79%,78%,77%,77%,77%,77%,77%,75%,75%,72%,76%,76%,76%,75%,75%,76%,76%,75%,75%,74%,74%,74%,80%,79%,79%,81% |
| Average Speed of Answer (YTD) (mm:ss),Impact Indicator - Customer,17:52,18:40,19:15,16:22,16:01,15:49,15:58,15:04,14:17,13:13,12:29,11:54,05:39,05:22,05:03,04:42,04:30,04:34,04:29,04:17,04:05,03:58,03:55,03:54,04:01,04:13,04:13,04:21 |
| % of customer calls waiting more than 10 mins (YTD),Impact Indicator - Customer,,,,,,,,,,,,,,,,,,,,,,,,,14%,15%,14%,14% |
| %Call Attempts Handled by our Contact Centres (YTD),Overall Contact Centre ,55%,51%,54%,60%,62%,64%,65%,67%,68%,69%,70%,72%,89%,89%,89%,90%,90%,90%,90%,91%,91%,91%,91%,92%,87%,88%,88%,88% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD),Impact Indicator - Customer,51%,41%,40%,39%,38%,38%,39%,41%,45%,48%,50%,52%,78%,81%,80%,81%,81%,81%,81%,81%,81%,81%,81%,81%,77%,67%,66%,68% |
| Tier 1 number of complaints received (YTD),Overall Complaints T1,"5,684","11,557","19,172","26,771","33,238","40,815","48,371","55,254","60,920","66,913","73,790","80,391","6,402","11,989","17,916","23,457","29,966","39,374","46,399","52,992","58,089","64,023","69,933",77279,5182,"11,071","17,317","23,682" |
| Tier 1 % fully upheld (YTD),Impact Indicator - Customer,30%,30%,32%,34%,34%,35%,35%,35%,35%,34%,34%,34%,33%,34%,34%,34%,34%,33%,33%,32%,33%,33%,33%,33%,38%,39%,38%,38% |
| Tier 1 % partially upheld (YTD),Impact Indicator - Customer,15%,16%,16%,17%,17%,17%,17%,17%,17%,17%,17%,17%,16%,15%,16%,16%,16%,16%,16%,16%,16%,16%,16%,16%,14%,14%,15%,15% |
| Tier 2 number of complaints received (YTD),Overall Complaints T2,530,"1,105","1,708","2,243","2,723","3,221","3,750","4,264","4,645","5,063","5,579","6,186",551,"1,034","1,522","1,976","2,381","2,813","3,223","3,691","4,038","4,408","4,790",5338,381,824,"1,247","1,657" |
| Tier 2 % fully upheld (YTD),Impact Indicator - Customer,32%,33%,33%,31%,31%,30%,30%,29%,28%,28%,27%,26%,17%,18%,18%,18%,18%,18%,18%,18%,18%,19%,19%,19%,23%,21%,21%,21% |
| Tier 2 % partially upheld (YTD),Impact Indicator - Customer,26%,26%,25%,25%,24%,23%,23%,23%,23%,23%,23%,23%,23%,23%,25%,25%,25%,25%,25%,25%,25%,25%,25%,25%,29%,24%,24%,23% |
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