2010 Service Commitments and Results
Service Pledge
| Prompt Response ... Timely Service | 2010 Results |
|---|---|
| On average, we will resolve formal/written consumer complaints within 90 days of receipt. | Average 48 days |
| 75% of complaints will be resolved within 60 days. | 69% |
| Callers will get a live agent 85% of the time when calling from 8:30am to 5:00pm weekdays. | 88% |
| 85% or more of surveyed callers will rate our timeliness as good or excellent. | 99.5% |
| Courteous & Helpful Service | |
| 85% or more of surveyed callers will rate our overall telephone service as good or excellent. | 94% |
| 85% or more of surveyed callers will rate our courtesy and helpfulness as good or excellent. | 95% |
