Our Key performance indicators

Data is such an essential part of consumers’ lives they have high expectations when it comes to service. So we publish performance results every three months to let you know how we're doing.

Please note: new regulation impacting home and smaller businesses as well as larger business markets was implemented by Ofcom on 1 April 2021, so from Q1 2021/22 data for home and smaller businesses cannot be directly compared with previous quarters.

From Q1 22/23 the Required First Available Date for KPI1 changed from 12 to 10 working days, as required by the regulations. This will apply until the end of 2025/26 when the current controls are due to expire. As a result of this change it is not possible to compare the numbers for KPI1 from Q1 22/23 onwards with previous years.

Larger business markets - Changes implemented on 1 July 2019 mean that Q2 19/20 data cannot be directly compared with previous quarters. From 18 March 2021 a new KPI was introduced looking at the average orders open on the last day of the month and this data cannot be compared with previous KPIs.

Our 24/25 report covers the most recent performance figures released for this financial year.

Download our 24/25 Key Performance Indicator report