Information request for the number of callers who chose option 3 (feedback about us) on our customer helpline between February and March 2015
Thank you for your email of 31 March 2015 in which you requested the following information in relation to our customer helpline:
"For each of the months of February 2015 and March 2015 please provide details of the number of callers who:
- chose option 3; and
- informed you of something they thought you had done well."
In February 2015 option 3 was selected 484 times and in March 2015 option 3 was selected 587 times.
In relation to your second query, please find below a list of the 'wrap up' codes that were selected. For context however, these codes are selected when the call has ended with the main purpose of the call in mind so there may be multiple comments during the call. For example, while a person may pass on their compliments about our service during a call, they often have a different reason for calling and this will be selected as the main purpose, or 'wrap up' code. That being said, please find below a full list of all codes selected at the end of these calls.
| Wrap-up code used by the Customer Care team | February 2015 count | March 2015 count |
|---|---|---|
| Advice Given | 316 | 368 |
| Communications | 1 | 1 |
| Contact | 3 | 4 |
| Customer Service | 2 | 36 |
| Cut Off Call | 17 | 2 |
| Follow-up Self | 1 | 18 |
| Internal Call | 15 | 1 |
| New Review | 28 | 72 |
| Positive Feedback | 1 | 2 |
| Post Review | 30 | 20 |
| Review | 2 | 3 |
| Transfer | 54 | 38 |
I hope the information is helpful.
FOI/DP Officer
Parliamentary and Health Service Ombudsman