Background to the Audits
Our Contact Centre opened in January 2006 and services have been gradually transferred into the centre from March 2006.
The principal aims of the Contact Centre are to:
- Improve customer access to front line Council services by phone, internet or face to face at our reception desks.
- Improve the overall standard of the service provided to the residents, businesses and visitors to Eden.
Customer Satisfaction surveys review randomly selected customers who have used the Contact Centre services within the previous 2 months of each survey. The Contact Centre teams' strategic objective for customer satisfaction for 2011-2012 is 92.5%
Overall Results and Conclusions
Year to date, the average achieved is just 89.7% which is substantially lower than the target for the year and a reduction on the 90% scored in the April 2011 audit. A detailed breakdown of customer responses where the customer has indicated they are disappointed or very disappointed in the service, has raised a strong link between customer dissatisfaction and the Blue Bag delivery service which is part of the refuse collection service. This is a very disappointing result and presents the Contact Centre team and Service Officers with a big challenge, if the overall average of 92.5% for the year is to be achieved.
It is clear that there is a very definite link between the customer’s perception of our service and the Blue Refuse bags problems. It is therefore important that changes are implemented that will ensure sudden increases are identified more quickly in future, so that we can address the problem straight away and to review what actions can still be taken to reduce this problems for our customers.
In order to achieve this, a new project team will be established to;
- investigate what has happened in the last 9 months and
- identify how these invaluable statistics can be sued more effectively, in the future.
"I am confident that the Customer Services team will do everything they can, to address this reported reduction in customer care and improve the service for all of our customers"
Customer Services Manager
