How useful are performance targets of the type set out in Exhibit 16.3? How easy or difficult would it be for the organisations involved to be selective in presenting actual results that fall within the target? Is the achievement of the performance target sufficient to ensure a good quality of customer service?

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Exhibit 16.3 Examples of performance measurement targets An ambulance trust During the year we were able to maintain response time performance above the national targets of reaching 75 per cent of life threatening calls attended within eight minutes and 95 per cent attended within 19 minutes. We also achieved financial balance. This is a great achievement and is entirely due to the professionalism and dedication of all our staff, and our community lay responders. A service providing official documents in response to telephone and postal enquiries Answer 80 per cent of our telephone calls in 10 seconds, 90 per cent in 20 seconds and 95 per cent in 30 seconds. Achieve an abandon call rate of no more than 2 per cent of call volumes answered. Average time to answer of 6 seconds. Process standard written post order requests within an average of 2 working days of receipt. Deliver a service that achieves a benchmarked satisfaction score of 83.1 per cent. Achieve a fair outcome for customers when things go wrong and achieve less than 1 per cent of complaints received against overall dispatches. A train operating company Punctuality: 90 per cent of all trains Monday to Saturday in the published timetable to arrive within 10 minutes of their scheduled time at their final destination. Reliability: 99 per cent of all trains Monday to Saturday in the published timetable to run.