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Customer services

Our Harrow Ambition Plan for customer services is to continue to deliver excellent customer service and make the right ‘first impression.’

We measure how often we:

  • Solve your query the first time you contact us
  • Make it easier for you to find the information you need without having to contact us 
  • Provide customer satisfaction

These are some of the measures we use to assess our performance in customer services.

Results are shown for quarter 1, 2017/18 (April to June, 2017). 

  • Resolution of issues at first point of contact - Target 93%, Actual 85%
  • My Harrow Account Users satisfied/very satisfied - Target 90%, Actual 93%
  • Web form users satisfied/very satisfied - Target 91%, Actual 91%
How are we performing? We are currently performing well across most areas.