Customer Satisfaction Surveys

Between October 2020 and August 2021 we received 297 responses to our satisfaction survey via email, text and phone.

The overall feedback for all service areas:

Very Satisfied

Satisfied

Not Satisfied

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Contact Centre Customer Satisfaction Survey

These results help us to understand where changes need to be made and to ensure that we provide you with the best possible service.

Customers are asked to score our performance out of ten in relation to each factor, see our most recent scores below:

Month Waiting time Knowledge of advisor Customer service skills Treated fairly as a valued customer Enquiry resolution Quality of service
June 2021 87% 98% 98% 98% 96%

98%

July 2021 85% 98% 97% 97% 96%

95%

August 2021 92% 98% 98% 97% 97%

97%

How do we collect this data?

We regularly ask you for your feedback and opinion on the performance of the Council.

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.

We asked residents/customers about their experiences with all of the service areas across the Council including:

  • Benefits
  • Building Control
  • Cleansing
  • Council Tax / Business Rates
  • Customer Services
  • Environmental Health
  • Housing (General and Repairs)
  • Licensing
  • Payments
  • Planning
  • Waste

We also assess customer satisfaction by asking our customers about the following key areas:

  • Waiting time
  • Knowledge of the Customer Service officer
  • Customer service skills (friendly, polite & helpfulness of the officer)
  • You received an answer to your query
  • That you were treated fairly and as a valued customer

Last updated: Monday, 18 October 2021 10:44 am