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Qualification support and customer service

Our targets for providing qualification support and customer service and how we are currently performing.

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Latest overall performance

CustomerPledge_QualSupport_on_track

Performance breakdown

Specifications and SAM publication

We will publish specifications and sample assessment materials on our website within two working days of receiving Ofqual accreditation for a new qualification.
Latest performance
Next month to be reported: November 2018

Personalised training set up
We can deliver personalised training (from our national training programme) at a time convenient to you and your colleagues. Once confirmed we aim to have your event set up within 15 working days.
Latest performance 
October 2018: 100% (Target: 95%)

Past paper publication
We will publish past examination papers to Edexcel Online on the first Tuesday after the last examination in the series.
Latest performance
Next month to be reported: January 2019

Mark scheme publication
We will publish mark schemes on our website before the end of July.
Latest performance: 
Next month to be reported: January 2019

Call answering
You can call Customer Services from 8am to 5pm, Monday to Friday and we will answer the majority of calls within 40 seconds.
Latest performance
October 2018: 83.8% (Target: 80%)

Email responses
We will acknowledge emails to Customer Services on the day of receipt and reply to the majority of emails within two working days.
Latest performance
October 2018: 97.4% (Target: 90%)

Complaints resolution
We will acknowledge complaints on the day of receipt and reply to the majority of complaints within 10 working days.
Latest performance
October 2018: 89.8% (Target: 80%)

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