Customer Service KPI Underlying Data for London Borough of Barnet

Underlying data for reported performance of CSG Customer Service, presented quarterly to the Performance and Contract Management Committee. The dataset includes volumes for calls, complaints, and telephony, as recorded by the London Borough of Barnet. It covers the third quarter of the 2014-15 fiscal year.

Use Cases

• Analyze call and complaint volume trends from the telephony data to assess service demand.
• Correlate performance KPIs with complaint volumes to evaluate service quality.
• Use the recorded email and webform contact data to understand customer contact channels, noting the described limitation in total email capture.

Strengths

• Data is presented quarterly to a formal committee, indicating a structured reporting process.
• Includes specific metrics like calls, complaints, and telephony data relevant for service analysis.
• Source is a specific local government authority, the London Borough of Barnet.

Limitations

• Email volumes do not reflect total emails received by the council, as explicitly stated in the description.
• Sample data, row count, column definitions, and file formats are unavailable, limiting immediate analytical use.
• Temporal coverage is limited to a single quarter (Q3 2014-15), providing a narrow snapshot.

Provenance

Source

London Borough of Barnet

Collection Method

Underlying data and volumes behind reported performance of CSG Customer Service.

Time Range

Q3 2014-15

Freshness

null

Geography

London Borough of Barnet, UK