London Borough Customer Service KPIs and Volumes Q1 2015-16

London Borough of Barnet data underpinning quarterly performance reports for its Customer Service Group. The dataset includes volumes for calls, complaints, and telephony, with noted discrepancies in recorded email and webform contact totals.

Use Cases

• Analyze quarterly performance trends for Calls and Complaints volumes reported to the Performance and Contract Management Committee.
• Assess the relationship between Telephony metrics and other KPI categories to evaluate service channel efficiency.
• Investigate the documented gap between recorded email volumes and total council email and webform contact to identify reporting adjustments.

Strengths

• Data is presented quarterly to a formal Performance and Contract Management Committee, indicating structured reporting.
• Includes multiple performance dimensions such as Calls, Complaints, and Telephony as indicated by the tags.

Limitations

• Email and webform volumes are explicitly noted as incomplete, not reflecting total council contact, creating a coverage gap.
• Sample data, column definitions, and row counts are unavailable, limiting immediate analytical utility.

Provenance

Source

London Borough of Barnet

Collection Method

Underlying data and volumes behind reported customer service performance, likely from operational systems.

Time Range

Q1 2015-16

Freshness

Data covers Q1 of the 2015-16 period; metadata was last updated in March 2026.

Geography

London Borough of Barnet, United Kingdom