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OPERATIONAL PLAN 2024-25 Q3 QUARTERLY REPORTING · Attachment 2 - Q3 KPI Report
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Customer Service – Percentage of Requests Completed Within Target Date
The percentage of requests completed within target date measures the efficiency and timeliness of an
organisation's response to customer service requests. It reflects how well the organisation meets its own
service level expectations.
There was a notable decrease in the number of requests closed within target timeframes during the reporting
period. Contributing factors likely include the surge in requests received in January and the initial impacts of
industrial action in March, with similar trends anticipated in the coming quarter.
Percentage
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