Customer satisfaction survey
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 two months.
To date we have completed 43 customer satisfaction audits since 2006. We regularly receive a very good, 45% + response level for these surveys. This survey was sent out to 104 customers and we received 44 responses generating a very good 42% 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 survey was 92.7%, just above the target level and a really good start to the year.
The customer services team and individual service officers in the Council 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.
The overall satisfaction rating in this survey is very good at 92.7% and ahead of the 90.0% target for the year. This is particularly significant and commendable given that a new computer system was introduced from 15 May. This new Contact Eden system has required the team to learn and deploy many new ways of working and it is clear from these results that this has been achieved without any detriment to customer service.