Background to the Audit
Eden District Council's Contact Centre opened on
Jan 2006 and services were gradually transferred into the new
department from March 2006. The principle aims of the Contact
centre are to;
- Improve customer access to services through one
central telephone number - 01768 817817.
- Improve the overall standard of the service
provided.
These audits review randomly selected customers
who have used the Contact Centre within the previous 2 months.
To date we have completed 10 customer
satisfaction audits. We regularly receive a very good, 45% +
response level for these surveys. The November audit was posted out
to 110 different customers and we received a completed response
from 57, resulting in a 51.8% response level.
Overall Results - 'getting back on track'.
Thankfully the reversal of the disappointing
results reported in the July survey is continuing and we achieved a
90.4% average rating of Satisfaction with the service provided by
through the Contact Centre.
Detailed Results
Question 1: How quickly do you think that your call was
answered by the Customer Services staff?
Comment: This survey reports our
highest ever rating in this category with 96.5% of scores graded as
satisfactory or better (prompt or very prompt). We know from our
call handling statistics that we answer over 95% of all calls to
the Contact centre within 10 seconds and this confirms that the
customer notices this high quality service.
Question 2: How would you describe how well your call was
handled by the Customer Services staff?
Comment: An improving picture
with only 8.8% of respondents reporting an adequate or poor
service. This compares to 20% + earlier in 2007.
Question 3: How would you describe the final outcome of your
enquiry or request?
Comment: Although we have made
improvements in this area in the last 3 surveys, considerable room
for improvement exists.
This is an area which we will concentrate on in
the months ahead.
Question 4: How satisfied were you with the overall service you
received?
Comment: Sadly we have not
improved in this area and are posting our second worst scoring to
date.
There is significant scope for improvement here
with over 13% of customers being disappointed or very disappointed
with the overall service received.
Question 5: Here respondents are asked to select a number of
adjectives they think, best describe our customer service.
Customers can select as many or as few of the adjectives as they
like.
The number of times each adjective was chosen by
customers is shown below.
The scoring remains dominated by votes are for
two positive adjectives; Efficient and Professional. They jointly
represent 51.7% of all votes in this question and provide a solid
platform on which we can base and improve our service. It is
encouraging that Personal, Accurate and Caring are the next best
scores these are excellent features of a good contact centre.
Conclusions
It is reassuring that our customers perceive an
improved service in recent months, following the significant down
turn in performance shown in the July and September surveys.
I will be using this invaluable information in
the weeks and months ahead, to work with service officers in Eden
to continue to improve the customer services and the services we
provide.
For Further Information
Contact the Customer Service Manager telephone
01768 817817.
