Customer satisfaction survey
Background to the audit
We send customer satisfaction questionnaires to randomly selected customers who have used Council services through the website and contact centre within the previous two months. We sent this October 2018 survey to 280 customers and this generated 110 responses, providing a very good 39.3% response rate.
Overall results and conclusions
The customer services team’s strategic objective for overall customer satisfaction rating is 90% for the year 2018-2019. The overall average satisfaction scoring achieved in this survey is 85.6%. This generates a year-to-date average rating of 86.0%, just below the target of 90%.
Whilst this result is a little disappointing, there are mitigating circumstances including staff sickness and IT challenges which have contributed to this slightly lower than average result. The customer services team remain committed to providing a high quality service to all customers and look forward to improving this scoring again in the near future.
All feedback is used to constructively develop and improve our services.