Customer Satisfaction Surveys

It is important to us that we provide you with the level of service you expect, and take action to improve when you tell us we don't meet those expectations.

This feedback, which we get from customer satisfaction surveys, helps us to understand where changes need to be made, and to ensure that we provide you with the best possible service.

Contact Centre Customer Satisfaction Survey

Customers using our Contact Centre are already asked to score our performance out of ten in relation to the six factors below. Here are our most recent scores

Month Waiting time Customer service skills Knowledge of advisor Treated fairly as a valued customer Enquiry resolution Quality of service
December 2023 98% 100% 100% 100% 98% 99%
January 2024 98% 100% 100% 100% 99% 100%
February 2024 97% 100% 100% 100% 100% 100%

Across the council

In addition to the existing surveys for our Contact Centre, during 2022 we extended our customer satisfaction surveys to other areas of the council. You can view our most recent survey response results below:

Team Most Recent Results (Responses) February 2024

Anti-Social Behaviour

100% (1)

Community & Wellbeing

97% (37)

Planning

100% (3)

Democratic Services

83% (6)

Electoral Services

89% (9)

Environmental Health Service Requests

100% (8)

Environmental Health Food Inspections

100% (7)

Private Sector Housing Grants

100% (4)

Revenues & Benefits

97% (6)

Financial Inclusion

100% (1)

IT Team

90% (10)

Brocks Hill Reception

100% (22)

DPA & Compliance

100% (1)

HR

100% (1)

Our Customer Satisfaction Highlights from December 2023 - February 2024 are shown below

Graphic with text 'Customer Satisfaction Surveys Highlights January - October 2022'Housing Repairs - Responsive Repairs have achieved a 100% Customer Satisfaction Score every month of 2022.Environmental Health - Environmental Health scored a 100% Customer Satisfaction Score in 8 out of the 9 months surveys were undertaken this year.Planning DC - Planning DC saw massive improvements this year, with Customer Satisfaction Scores increasing from 59% in May to 97% in October.

Last updated: Friday, 15 March 2024 12:04 pm