NS&I have two service delivery measures (SDMs), set by HM Treasury, relating to overall customer service. For 2006-07, the last year for which there are currently audited results, these were:
To achieve consistent accuracy in meeting increasingly challenging targets; and
To achieve consistent timeliness in meeting increasingly challenging targets.
Performance against these measures is assessed through measurement of average performance against key performance indicator targets. This includes assessment of the standard of the NS&I telephone service, which is monitored regularly against monthly key performance indicators.
The target for the NS&I inquiry line is that 90 per cent. of delivered, answerable calls should be answered and for the sales line that 90 per cent. of delivered calls should be answered within 20 seconds of becoming answerable. Latest data available demonstrates that these targets were comfortably exceeded.