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%
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