To ask the Secretary of State for Justice how the Legal Services Commission's national customer service score is calculated.

The Legal Services Commission introduced a customer service single score from 2003-04 in its regional offices and throughout the organisation from 2004-05 to reinforce its commitment to improve all levels of customer service. The measures used in the score are tailored to each department and include: the time taken to perform key tasks; telephone handling skills; quality control; complaints handling and the ability to respond swiftly. In 2007-08, the LSC achieved 93 per cent. in its customer service score against a target of 90 per cent.