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MAS beats targets for customer contacts

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Caroline Rookes: At the Treasury select committee

Money Advice Service performance data for the past three months shows it has beaten its customer service targets, with chief executive Caroline Rookes claiming this proves the body helps millions of people.

The data, published last week, shows 93 per cent of customers surveyed between April and June would revisit the service. The annual target was 88 per cent.

Ninety-one per cent of customers would recommend the service compared with MAS targets of 85 per cent for 2013/14.

In addition, 88 per cent of customers say MAS provided them with the information they required, against a target of 82 per cent, while 78 per cent say the service helped them decide on a course of action, beating a 70 per cent target.

MAS says it has had 2.52 million customer contacts between April and June, putting it on course to beat its annual target of 5.45 million.

The contacts are broken down into 25,000 face-to-face contacts, 23,000 over the phone, 7,000 web chats and 2.47 million online contacts.

Customers completed 39,000 budget planners in the quarter, a slower rate than needed for its 200,000 annual target.

Informed Choice managing director Martin Bamford says: “Website visits are not ‘customer contacts’. In fact, many of these hits could be automated visits from search engines cataloguing content on the MAS website. 

“MAS should only be recording actions, rather than spurious website visits.”

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