Contacting the council

22 May 2008

Results

We asked how panel members currently deal with us, and how they would like to in the future.

The information provided is being used to develop our customer contact programme: Customers First.

The telephone is still the most popular way to contact us but for matters of a sensitive or confidential nature, some people indicated they prefer face-to-face contact. We've also seen a big rise in the use of our website (boroughofpoole.com) up from 18% to 30%.

Two thirds of people contact us to find out information (66%), with seeking advice about an issue or problem (51%) and wanting to report something (50%) being the other most common reasons. Environmental & Consumer Protection, Transportation and Planning Design & Control are the services most commonly contacted.

68% felt that their queries were dealt with efficiently and 65% found it easy to get their query sorted out to their satisfaction.

Andrew Flockhart, Strategic Director, said: "We've really improved our service quality for customer contact. We now answer calls much more quickly and effectively, we're available for longer hours and our website is among the country's best. However, there's still a lot to do and this research will help us focus on what matters most in future".

Page last updated: 17 April 2019
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