RAC and Admiral

06

Reporting and MI

Proposed Service Levels

85%

85%

Right Resource First Time

Customer Satisfaction Index

80%

80% % of calls answered in 20 seconds

Patrol Fix Rate

5%

60 mins

Call abandonment rate

Average Time to Attend

70%

Overall Level of Service in 60 mins

85%

Overall Level of Service in 120 mins

% of upheld complaints as a proportion of Service Breakdowns

1.5%