Performance Reports

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.

2018
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99%
More than 90% of calls to be answered in less than five minutes. >90% 99%
100% of written correspondence to be replied to within ten days. 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 82%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 3%
Note: KPI 4 was missed for the quarter due to a date calculation error that allowed an extra week in the process – this was identified and resolved in late January 2018. Overall, 121 cases were completed in a time frame of between 6 and 8 weeks. KPI 5 was also missed by a small margin (2%) due to a number of cases that required additional review.

Quarterly Case Data

CISAS is required by Ofcom to publish data in relation to communications providers which have a market share of at least 1.5% in relation to:

  1. the types of complaint that are referred to us by customers; and
  2. the outcomes reached by CISAS in the cases we have dealt with.

The communications providers which subscribe to CISAS that fall within this requirement are: Virgin Media, Sky and TalkTalk.

For the period covering 1 October 2017 to 31 December 2017 and moving forward, Ofcom has requested that the above data is available not only for the CISAS members that fall into the above category, but for members of Ombudsman Services: Communication. The below information is replicated on their website.

Please note that the data will be displayed on this page on a quarterly basis, detailing the types of complaints and the outcomes of cases for these communications providers. Also, because of rounding (to no decimal places) some of the percentages may not add up to 100%.

Case Outcome Data

1 July – 30 September 2017 (Q3)
Case outcome Plusnet Virgin
Settled (by mutual agreement of the parties) 56% 40%
Upheld (fully or partly in favour of the customer) 19% 33%
Not upheld (in favour of the communications provider) 25% 27%

Complaint Type Data

Broadband

1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

21% 11% 13% 41% 9% 3% 0% 1%

EE

19% 5% 14% 49% 4% 7% 0% 2%

Plusnet

19% 11% 14% 42% 2% 5% 0% 7%

Sky

19% 9% 15% 38% 13% 4% 0% 1%

TalkTalk

12% 13% 12% 42% 4% 4% 2% 11%

Virgin

21% 23% 13% 21% 3% 10% 1% 8%

Landline

1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

27% 13% 15% 33% 8% 2% 0% 1%
EE 20% 6% 14% 49% 0% 6% 3% 3%
Plusnet 23% 18% 18% 33% 0% 3% 0% 8%
Post Office

26% 35% 9% 28% 2% 0% 0% 0%
Sky 22% 10% 15% 35% 12% 5% 0% 1%
TalkTalk 14% 15% 14% 35% 3% 4% 3% 13%
Virgin 20% 25% 15% 14% 3% 13% 1% 9%

Mobile

1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

31% 13% 15% 23% 10% 6% 0% 3%

EE

34% 16% 11% 15% 8% 10% 5% 1%

O2

33% 19% 17% 16% 4% 5% 5% 1%

Talk Talk

27% 14% 16% 14% 3% 8% 8% 11%

Tesco

32% 18% 5% 18% 0% 9% 18% 0%

Three

30% 20% 16% 22% 6% 4% 2% 0%

Virgin

36% 19% 12% 7% 9% 1% 11% 5%

Vodafone

51% 16% 14% 7% 4% 5% 2% 1%

NB. CISAS is one of the dispute resolution schemes that communications providers can subscribe to, the other being Ombudsman Services (OS). OS publish the same data for the communications providers that subscribe to them.

1 July – 30 September 2017 (Q3)
Complaint Type Plusnet Virgin
Billing 6% 23%
Contract issues 18% 24%
Customer service 12% 13%
Service quality 52% 16%
Equipment 0% 5%
Mis-selling 4% 11%
Security 0% 0%
Other 8% 8%