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PRESTO Customer Charter

6 KPIs (February 2021)

On Time
Target: 99%

100%

Safe
Target: 100%

100%

In the Know
Target: 80%

70%

Comfortable
Target: 40 or fewer

18.6

Helpful
(Contacts)
Target: 80%

88%

Helpful
(Web Inquiries)
Target: 80%

100%

Promise
Target
Performance
To do our best to be on time We will ensure that 99.9% of all customer transactions are available to be viewed online by the next day. 100%
To always take your safety seriously We will have safeguards in place to ensure customer accounts and information are secure. 100%
To keep you in the know We will ensure our customers are satisfied with our communications around service interruptions  (80% or higher on the bi-annual customer satisfaction survey). 70%
To make your experience comfortable We will do our best to have 40 or fewer complaints per 1,000,000 taps. 18.6
To help you quickly and courteously We will ensure that 80% of all calls into the contact centre are answered within 30 seconds or less. 88%
We will ensure that 80% of web inquiries are resolved within 2 business days. 100%

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