% of customer queries resolved at first point of contact

Our goal
% of customer queries to the contact centre that were resolved the time the customer contacted us
Bigger values are best

We know our customers' time is precious and so we are striving to answer as many customer queries as possible the first time they contact us.  A lot of work is going on behind the scenes to make sure our colleagues have the information and tools available to be able to do this, through whichever channel a customer has chosen to contact us.