Customer Service KPI Underlying Data Q4 2017-18 from London Borough of Barnet

Q4 2017-18 data provides the underlying volumes for reported performance of the CSG Customer Service, presented quarterly to the Performance and Contract Management Committee. The dataset includes metrics on calls, complaints, and telephony, as recognized by the London Borough of Barnet. It is noted that recorded email volumes do not reflect the total number of emails received by the council.

Use Cases

• Analyze quarterly performance trends for calls and complaints to assess service delivery KPIs.
• Investigate the relationship between telephony metrics and complaint volumes to identify operational bottlenecks.
• Benchmark recorded email and webform contact volumes against service performance indicators.

Strengths

• Data is presented quarterly to a formal Performance and Contract Management Committee, indicating a structured reporting process.
• Dataset includes multiple service dimensions such as calls, complaints, and telephony, as indicated by the tags.

Limitations

• The description explicitly states recorded email volumes do not reflect total council emails, limiting completeness for that channel.
• Specific data volume (row count) and structural details (columns) are unknown, hindering initial assessment of scope.

Provenance

Source

London Borough of Barnet

Collection Method

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

Time Range

Q4 2017-18

Freshness

Data covers Q4 2017-18, but the metadata was last updated in March 2026.

Geography

London Borough of Barnet, United Kingdom