Customer First programme - Annual Report 2022 to 2023

In the year 2022 to 2023:

• 375,255 incoming calls were handled
• 76.8% of queries were handled on the customer's first call
• 21,349 online contact forms were processed by Customer Services
• 23,420 visits were made to the Council Access Points and Library Council Access Points
• 8,246,711 visits were made to pages on the website

Since July 2023:

• 14,651 webchats have taken place directly with our Customer Service Advisors
• our ChatBot has assisted customers 31,835 times