To ensure excellent customer service, Unicom measure their response times when answering
phone calls or corresponding with customers.
Mail Response
Each letter that Unicom receive is given a percentage service level. The level awarded
depends on the time taken to respond to the letter. Details of the percentage awarded
for each letter is outlined in the table below:
| Letter received and responded to: |
Percentage Level Awarded |
| Within 3 days |
100% |
| Between 3 & 7 days |
75% |
| Between 7 & 14 days |
50% |
| Between 14 & 28 days |
25% |
| Over 28 days |
0% |
Each month, the average percentage level awarded is displayed in the Customer Service
graph.
Call Response
The process of calculating the Call Response figures is similar to that of the Mail
Response Levels. The time taken to answer each call received is measured, awarded
a service level percentage and each month an average service level is calculated.
| Calls answered in: |
Percentage Level Awarded |
| 0-6 seconds |
100% |
| Between 6 & 12 seconds |
75% |
| Between 12 & 20 seconds |
50% |
| Over 20 seconds |
25% |
| Abandoned Call |
0% |