Customer First programme - Annual Report 2023 to 2024

In the year 2023 to 2024:

• 319,916 incoming calls were handled
• 83% of queries were handled on the customer's first call
• 15,593 online contact forms were processed by Customer Services
• 27,983 visits were made to the Council Access Points and Library Council Access Points
• 8,329, visits were made to pages on the website
• 15,369 webchats have taken place directly with our Customer Service Advisors
• our ChatBot has assisted customers 106,162 times