| General matters |
Payments to Secretary of State |
100.00% |
99.06% |
| Computer systems |
Terminal sales availability |
99.50% |
99.94% |
| |
Terminal validation availability |
99.00% |
99.95% |
| Retailer matters |
Response to retailer selection request |
95.00% |
94.02% |
| |
Response to retailer correspondence |
95.00% |
99.31% |
| Player service |
Response to correspondence by National LotteryLine (NLL) |
95.00% |
99.00% |
| |
Resolution of player complaints |
95.00% |
99.63% |
| |
Wednesday (20.00-23.00) |
90.00% |
99.99% |
| |
Saturday (20.00-23.00) |
85.00% |
100.00% |
| |
All other times |
97.00% |
93.96% |
| |
Friday (20.00-23.00) |
80.00% |
99.16% |
| |
Saturday (20.00-23.00) |
80.00% |
85.76% |
| |
All other times |
90.00% |
90.84% |
| |
Abandoned calls to NLC call centre |
< 5.00% |
1.67% |
| Prize payment |
Prize claims paid by cheque (including Interactive) |
92.50% |
99.02% |
| Normal claims |
Prize claims made by post (including Interactive) |
95.00% |
96.57% |
| |
Resolution of lost, stolen or destroyed tickets |
75.00% |
97.96% |
| |
Missing multi-draw exchange |
90.00% |
98.95% |
| |
Damaged tickets |
95.00% |
98.22% |
| |
Previously validated |
90.00% |
97.90% |
| |
Damaged tickets |
95.00% |
96.03% |
| |
Stolen tickets/packs |
92.50% |
93.03% |
| |
Previously validated tickets |
95.00% |
98.25% |
| |
Any other claims investigations |
75.00% |
98.95% |
| |
Written correspondence answered by Subscriptions |
95.00% |
99.18% |
| |
Resolution of player complaints |
95.00% |
98.92% |
| |
Voice contract with Subscriptions department |
80.00% |
83.09% |
| |
Abandoned calls to Subscriptions department |
< 5.00% |
1.96% |
| System availability |
Availability to play games |
99.00% |
99.62% |
| |
Availability to pay prizes |
99.00% |
100.00% |
| Customer contact |
Voice contact with customer call centre |
80.00% |
84.92% |
| |
Abandoned call to customer call centre |
< 5.00% |
1.92% |
| |
Customer contact via email |
80.00% |
76.64% |
| |
Mail server performance |
< 1.00% |
0.00% |
| |
Response to letters |
95.00% |
96.75% |
| |
Contact resolution (enquiries) |
80.00% |
98.82% |
| |
Complaint resolution (all channels) |
95.00% |
98.67% |
