Customer satisfaction survey
Background to the audits
Customer satisfaction questionnaires are sent to randomly selected customers who have used the Contact Centre and our Council services within the previous two months.
To date, we have completed 44 customer satisfaction audits since 2006. We regularly receive a very good, 45% +, response level for these surveys. This survey was sent out to 205 customers and we received 60 responses, generating a 29.3% response rate.
Overall results and conclusions
The Customer Services Team’s strategic objective for overall average customer satisfaction is 90% for the year 2017-2018. The overall average achieved in this individual survey was 95.0%, which is significantly above the target. This is the highest individual survey score achieved for many years. This generates an average, for the year to date, of 93.9%, against a target of 90%.
This result is particularly significant and commendable, given that a new computer system was introduced from 15 May. This new Contact Eden system has required the Customer Services Team to adapt to many new ways of working. It is clear from these results that this has been achieved without any detriment to customer service and has, in some cases, enabled improvements to customer service too.
The Customer Services Team, and individual service officers, continue to strive to provide all customers with a high quality service at all times. Together, they work to continually improve the service provided to customers by reviewing feedback and addressing any areas where any problems arise.