Customer services and communications

5 June to 6 July 2007

Results

Overall, 78% of respondents were satisfied with the way we run things, an increase of 7% when compared with the Autumn 2004 Poole Opinion Panel survey. Residents are very pleased with the way in which we keep them informed too. The results have risen from 56% in 2004 to an incredible 81%!

We asked about experiences of contacting the council. Clarity of information, understanding of needs and the ability to deal with the inquiry are the most important factors for residents contacting the council. The survey results reflected an increase from 2006 in customers' satisfaction when contacting the council:

 

 2007 agree

2007 disagree 

2006 agree 

2006 disagree 

difference (2006 to 2007) 

My queries are dealt with efficiently

69% 

15% 

60% 

14% 

+9 

It is easy to get enquiry sorted to satisfaction

67% 

20% 

56% 

17% 

+11 

I get passed around and have repeat details several times

17% 

59% 

20% 

41% 

+18 

I contact the council several times to get enquiry resolved

25% 

56% 

23% 

46% 

+10 

I get the same level of customer service no matter which unit

51% 

14% 

40% 

19% 

+11 

My enquiry is resolved at first point of contact

50% 

30% 

37% 

26% 

+13 


Chris Owens, Head of Customer Services and Communications, said, "We've worked really hard to improve service for our customers over the last year and are delighted to see that this is having a really positive effect already. In particular, I'm very pleased that more customers are finding it easy to contact the council now and that they feel better informed about the services we deliver for them. Our Customers First programme has played a key role here, with our new Customer Services Centre now fully operational and supporting over 200 key services from 8am to 6pm, Monday to Friday. In addition, many other officers in units across the borough have also worked hard to successfully enhance their own service provision and work continues to fine-tune our processes to make them quicker and more efficient. Added to the recent launch of our new, improved website (boroughofpoole.com) and improvements to the distribution of Poole News too, we hope to see even more improvement in resident satisfaction over the next year."

Page last updated: 17 April 2019
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