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Key Performance Indicators

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.

2016
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 69% 51%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 92% 96%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 1% 1%
Note: KPI 2 was missed in both Q1 and Q2. The reason for this was a rapid increase in the volume of cases referred to CEDR across the various consumer schemes that we operate. Although not unexpected, the increase occurred much faster than we anticipated which caused a temporary backlog while additional resources were deployed.
In terms of analysing the extent of the failure to meet KPI 2 the breakdown is as follows:
   Q1: 29 out of 103 applications
   Q2: 60 out of 109 applications
The average response time for the 89 applications not within the KPI was 8 working days.
2015
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 98% 97% 98% 97%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 76% 52% 83% 91%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 0% 2% 2% 0%
Note: KPI 3 figures for Q1, Q2 & Q3 under investigation. Data capture error suspected. POSTRS Director
2014
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 100% 99% 98% 98%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 98% 95% 89% 82%
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% 1%
2013
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 99% 99% 99% 99%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 98% 100% 99% 97%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 1% 0% 0% 3%
2012
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 99% 99% 99% 99%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 94% 99% 99% 97%
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% 0% 0%
2011
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 99% 99% 99% 99%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 88% 86% 96% 91%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 2% 2% 0% 0%
2010
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 100% 100% 99% 100% 99%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 90% 100% 93% 96% 86%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 3% 0% 2% 0% 0%
Certified
by Ofcom

POSTRS
70 Fleet Street
London
EC4Y 1EU

T: 020 7520 3766
F: 0845 1308 117
E: info@postrs.org.uk

“I would also like to thank you for all your help and attention. Your decision was both fair and true.”