Key Performance Indicators

Performance Reports

WATRS has Key Performance Indicators on which it is measured.

2020

Performance IndicatorTargetQ1Q2Q3Q4*
Decisions issued within 30 working days of Day Zero88%N/AN/AN/AN/A
Decisions issued 31 or more than 31 working days from Day Zero<5%N/AN/AN/AN/A
Calls answered by staff within 2 minutes95%N/AN/AN/AN/A
Cases where a company makes an application to set aside a Decision<2%N/AN/AN/AN/A
Complaints made by customers about WATRS that lead to corrective measures<1%N/AN/AN/AN/A

2019

Performance IndicatorTargetQ1Q2Q3Q4*
Decisions issued within 25 working days of Day Zero88%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 minutes95%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.

2018

Performance IndicatorTargetQ1Q2Q3Q4
Decisions issued within 25 working days of Day Zero88%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 minutes95%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%