1. Customer Services Performance November 2008

2. Contact Centre Performance November 2008 We answered 22,378 calls this month On average it took us 6.50 seconds to answer a call against a target of 18 seconds 99.08% of our customers were satisfied with the service we provided against a target of 98% 94.01% of customers felt we had resolved their enquiry during their call against a target of 95%

3. One Stop Shop Performance November 2008 We dealt with 8,409 customer enquiries this month 85.67% of customers were seen within 10 minutes against a target of 85% 100% of customers were satisfied with the service against a target of 99% 100% of customers felt we resolved their enquiry against a target of 99%

4. Registration Service Performance November 2008 We registered 288 births and 201 deaths 32 notices of marriage and civil partnership were taken 426 copy certificates were produced We performed 25 marriage and civil partnership ceremonies 100% of our customers were satisfied with the service against a target of 99%

5. Cash Office Performance November 2008 We processed 18421 customer transactions 100% of customers were seen within 3 minutes against a target of 95% 100% of customers were satisfied with the service against a target of 95%