FOI Release: Customer service performance levels
Published: 08 September 2025Freedom of information class: How we're performing
Information request under the Freedom of Information (Scotland) Act 2002 (FOISA).
FOI reference: CW-2025-484
Date received: 15 August 2025
Date responded: 5 September 2025
Information requested:
This is an information request relating to customer service performance levels.
Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:
- The average call wait times for your customer service phone lines each year.
- The percentage of calls answered within your target time for each of those years.
- The average response time for written correspondence (email, letter, or online submissions) in each of those years.
- The percentage of correspondence responded to within the organisation’s target timeframe in each year.
- The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.
- If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.
Response:
Questions 1 - 5
| 2021/22 | 2022/23 | 2023/24 | 2024/25 | |
|---|---|---|---|---|
| 1 The average call wait times for your customer service phone lines each year. | 28 seconds | 34 seconds | 25 seconds | 26 seconds |
| 2 The percentage of calls answered within your target time for each of those years.* | 79% | 78% | 82% | 80% |
| 3 The average response time for written correspondence (email, letter, or online submissions) in each of those years. | Information not held** | |||
| 4 The percentage of correspondence responded to within the organisation’s target timeframe in each year.*** | 78% | 89% | 88% | 86% |
| 5 The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year. | 6 | 8 | 7 | 4 |
*Service level target – calls answered within 20 seconds
** We do not structure or record our data in a way that allows us to report on it in the way you have requested. While we aim to be as transparent and helpful as possible, FOISA only applies to information we already hold and can retrieve without creating new data.
*** Service level target – written correspondence answered within 2 days
Question 6
Please see answer and footnotes for Questions 2 and 4.
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