WATRS has Key Performance Indicators on which it is measured.
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4* |
|---|---|---|---|---|---|
| Decisions issued within 30 working days of Day Zero | 88% | 100% | N/A | N/A | N/A |
| Decisions issued 31 or more than 31 working days from Day Zero | <5% | 0% | N/A | N/A | N/A |
| Calls answered by staff within 2 minutes | 95% | 100% | N/A | N/A | N/A |
| Cases where a company makes an application to set aside a Decision | <2% | 0% | N/A | N/A | N/A |
| Complaints made by customers about WATRS that lead to corrective measures | <1% | 0% | N/A | N/A | N/A |
| 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.
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| Decisions issued within 25 working days of Day Zero | 88% | 96% | 100% | 99% | 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% | 99% | 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% |