Department for International Trade: Telephone Services

Department for International Trade written question – answered on 25th April 2022.

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Photo of Emily Thornberry Emily Thornberry Shadow Attorney General

To ask the Secretary of State for International Trade, how many callers to the Export Support Services Contact Centre took part in customer satisfaction surveys in each month from 1 October 2021 to 31 March 2022; and what proportion of those callers said that they were satisfied with (a) the overall service they received and (b) how their call was handled.

Photo of Mike Freer Mike Freer Assistant Whip, Parliamentary Under-Secretary (Department for International Trade), Parliamentary Under Secretary of State (Foreign, Commonwealth and Development Office) (Minister for Equalities)

During Quarter 4 (October to December) 2021, 28% of users responded to the Helpline’s Customer Satisfaction survey. Of these, 88% said they were satisfied with the professionalism of the call handler, and 79% said they were satisfied with the overall service. During Quarter 1 (January to March) 2022, 30% of users responded to the survey. Of these, 90% said they were satisfied with the professionalism of the call handler, and 82% said they were satisfied with the overall service.

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