Customer service standards

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Customer Service Performance

We are committed to providing the following customer performance.

• Answer 80% of telephone calls received during opening hours in 60 seconds, and of voicemail messages within 24 hours.
• Answer 90% of emails within 4 hours (during office hours).
• Deliver a service that achieves a benchmarked satisfaction score of 90%.
• Application processing:
  
  90% of online applications processed within 24 hours of submission to UCAS, with the exception of applications received within 3 days prior to a deadline date.
  
  During deadline dates, process online applications within 3 working days and paper applications within 10 working days.
• Decision processing:
  
  Provide decision information online to applicants, within 8 hours of receiving the decision from the institution.
• Monitor IT products and services regularly and, where technical difficulties have been identified, inform customers within 4 hours.
• 24/7 website availability (apart from planned maintenance).