Background to the audits
Customer satisfaction questionnaires are sent to randomly selected customers who have used the Contact Centre and Council services, within the previous 2 months. To date, 31 surveys have been completed. The January 2013 audit was sent out to 100 randomly selected customers and generated a 41% response rate.
Overall results and conclusions
The overall average achieved in this survey was 92.7%, a good improvement on the disappointing results in the first 2 surveys of the year. This follows the completion of the implementation of the new Recycling Contract which was challenging and caused a degree of customer frustration in the early days.
This takes the year to date average satisfaction level up to 87.9%, providing a fighting chance for the year end target of 90% to be achieved.
This survey clearly demonstrates many things, most notably that when we fail to provide the level of service that we aim to provide (for whatever reason) - our customers do take notice. This would therefore suggest that customers really do appreciate the high quality level of service we aim to provide.
This survey also demonstrates that performances can be turned around and steadily improved. I commend both the Contact Centre staff and the Contracts and Recycling teams for the part they have all played in making this happen.
Customer Satisfaction Audit Results (PDF: 135Kb / 6 pages)
For further information
Contact: The Customer Service Manager
Telephone: 01768 817817
Address: Eden District Council, Town Hall, Penrith, Cumbria CA11 7QF