Key performance indicators 2020/21

We use a set of key performance indicators (KPIs) to measure and demonstrate how effectively we are working. This information is reviewed on a regular basis and allows us to monitor the quality of service we provide to all our customers.

Our data is published on a quarterly basis and covers the following areas:

  • Our Customers 
  • Our People 
  • Our Impact
  • Our Governance

You can use the links below to view the performance data.

The performance data for Q1 of 2021/22 will be available shortly.

Understanding the data

If you would like to understand our performance in greater detail you can read the performance reports. These are prepared for the OLC board meetings and provide an analysis of performance. For more information read our OLC board papers.

The data for 2020/21 shows that people are waiting much longer than they should to have their complaints resolved by us, and because of this their customer journey is too long.

At the beginning of the year the Customer Journey time was already too long. Covid-19 and the impact on both service providers and our own staff has exacerbated this. At the same time the number of people who wanted to make complaints stayed the same.

Improving the customer journey is a key priority for us, and it will take some time to reverse this trend. Our Business Plan sets out how we will do this in 2021/22.

To ensure we keep both service providers and consumers up to date we:

  • Send service providers an early notification about the complaint. This gives them the opportunity to see if they can go back and resolve the complaint themselves.

  • Keep consumers up to date with how long the wait is.

Our customers

We aim to help both consumers and service providers resolve their complaints quickly and fairly. We aim to achieve the right outcome based on the facts, and ensure that we explain the process and decisions in a way that everyone can understand.

Volume of cases awaiting assessment
Customer journey time
Quality – reasonable outcome
Customer satisfaction

Our people

Quarterly and annual rolling turnover rate

Our impact

Useful and relevant training resources
Stakeholder satisfaction

Our governance

Unit cost