From October-December, we created 77,760 service requests and employed an additional 16 technicians to meet demand. 91% of ADAS calibrations are now completed in-house, and usage of our Panther Pro Fit-Glass lifts has increased to 94%, resulting in increased capacity. Despite challenges with COVID-19, our lead times are meeting agreed SLAs at 4.7 days, and our NPS score has increased to 78.8 with Customer Service rating remaining high at 90%.
Our contact centre exceeded targets to answer 95% of calls, and 80% within 20 seconds, achieving 98.4% and 82.1% respectively. Due to the increased demand for web chats, we launched a dedicated team in December and handled 14,723 since October, of which 80.4% were given a five-star rating.