Key Performance Indicators

Performance Reports

WATRS has Key Performance Indicators on which it is measured.

2021

Performance Indicator Target Q1 Q2 Q3
Decisions issued within 35 working days of Day Zero 88% 95% 93% 96%
Decisions issued 35 or more than 35 working days from Day Zero <5% 4.7% 4% 4%
Calls answered by staff within 1 minute 90% 99% 99% 99%
Cases where a company makes an application to set aside a Decision <2% 0% 0% 0%
Complaints made by customers about WATRS that lead to corrective measures <1% 0% 0% 0%

2020

Performance Indicator Target Q4*
Decisions issued within 35 working days of Day Zero 88% 94%
Decisions issued 35 or more than 35 working days from Day Zero <5% 3%
Calls answered by staff within 1 minute 90% 99%
Cases where a company makes an application to set aside a Decision <2% 0%
Complaints made by customers about WATRS that lead to corrective measures <1% 0%

*Please note KPIs were changed for cases received from September 2020.

Performance Indicator Target Q1 Q2 Q3
Decisions issued within 30 working days of Day Zero 88% 100% 97% 98%
Decisions issued 31 or more than 31 working days from Day Zero <5% 0% 3% 2%
Calls answered by staff within 2 minutes 95% 100% 100% 99%
Cases where a company makes an application to set aside a Decision <2% 0% 0% 0%
Complaints made by customers about WATRS that lead to corrective measures <1% 0% 0% 0%

2019

Performance Indicator Target Q1 Q2 Q3 Q4*
Decisions issued within 25 working days of Day Zero 88% 100% 99% 98% 99%
Decisions issued 30 or more than 30 working days from Day Zero <5% 0% 0% 0% 0%
Calls answered by staff within 2 minutes 95% 100% 100% 100% 100%
Cases where a company makes an application to set aside a Decision <2% 0% 0% 0% 0%
Complaints made by customers about WATRS that lead to corrective measures <1% 0% 0% 0% 0%

*Please note that for Q4, KPIs 1 and 2 have changed. KPI 1 is 88% of decisions issued within 30 working days of Day Zero (as defined in the Scheme Rules) and  KPI 2 is <5% of decisions issued within 31 days or more than 31 days from Day Zero. These changes are not retrospective and will apply to Q4 onwards.

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