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 POSTRS and Ofcom.

2018
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 97% 99% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 100% 100% 100%
Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer. 90% 98% 90% 90%
Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 0% 0% 2%
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