We will ensure that you are listened to, and give you opportunities to be involved. We will respond quickly to complaints, and learn from our mistakes. Year Top Target PI Against Customer Care End Qtr 1 Qtr 2 Qtr 3 Qtr 4 Trend Quartile 2017/18 Target 2016/17 R Tenant satisfaction with overall service provided by 98% 92% 95% 90.25% bdht. R Shared satisfaction with overall service provided by 63% NA 95% 74.14% bdht R Leaseholder satisfaction with overall service provided by 71% NA 95% 72.73% bdht G Customer First: satisfaction 96.80% NA 95% 96.74% 97.30% 97.17% 97.78% with Call Handling R Percentage of incoming calls 18% 2.96% <4% 9.58% 8.82% 8.59% 8.69% Abandoned
We will ensure that you are listened to, and give you opportunities to be involved. We will respond quickly to complaints, and learn from our mistakes. Customer Care Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Trend Tenant satisfaction with overall service provided by bdht. 98% 92% 95% 90.25% R Shared satisfaction with overall service provided by bdht 63% NA 95% 74.14% R Leaseholder satisfaction with overall service provided by bdht 71% NA 95% 72.73% R Customer First: satisfaction with Call Handling 96.80% NA 95% 96.74% 97.30% 97.17% 97.78% G Percentage of incoming calls Abandoned 18% 2.96% <4% 9.58% 8.82% 8.59% 8.69% R
2018-bdht-Annual-Assessment-Compliance-HCA-Consumer-Standards-V1.2.docx