Contacting the council results 2009

In the years prior to 2005, we delivered some significant improvements in the handling of customer contacts. However, as Chris Owens, Head of Customer Services, commented, "there's always scope to improve further, and your responses will help guide us on how best to do so."

92% indicated that they contact the Council, of whom 50% do so on a "monthly" basis.

We asked the panel to indicate how important particular aspects of our service are when contacting the Council. By comparing how important these factors are  against satisfaction when contacting us (which we do by asking for the experiences of people who have recently called or emailed the Council), we calculate an overall satisfaction score - which was around 87%.

Service aspect Importance score
The clarity of information given
8.7 out of 10
The courteousness of the advisor 8.4 out of 10
The ease in finding the telephone number to contact 8.2 out of 10
The speed in answering your telephone call 8.0 out of 10
The overall duration of the call 7.2 out of 10


With regards to experiences of contacting the Council, 71% felt that "your queries are dealt with efficiently" and 70% agreed that "you find it easy to have your enquiries sorted out to your satisfaction."

Chris added, "each quarter, we also review the data to help understand where we're doing particularly well, or not so well, to inform our staff training and improve our processes. The data also allows us to periodically benchmark our performance against others, for example, we were rated in the top 9% of all UK organisations in 2008".

Page last updated: 17 April 2019
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