Key Performance Indicators

Performance Reports

WATRS has Key Performance Indicators on which it is measured.

2020

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

*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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