Customer Satisfaction Survey

A customer satisfaction survey, carried out during January 2006, at the Civic Centre and has shown that the majority of Council customers are satisfied with the advice and information they are given and the standard of customer care.

The survey was conducted to find out what customers think about various issues including the reception/waiting area, helpfulness of staff, speed of service and standards of customer care. The focus was on customers with enquiries about Housing and Council Tax Benefits, but also covered main reception services as well.

Of those people surveyed:

• 84% thought the reception area was welcoming
• 90% were clear about where to go when they entered the building
• 97% thought the reception staff were helpful/very helpful
• 55% were satisfied with the length of waiting time
• 90% were satisfied with the advice or information given
• 95% were satisfied with the standard of customer care

The four top qualities used to describe the Customer Services Officers were ‘helpful’, ‘friendly’, ‘polite’ and ‘showed an interest’.

Those customers surveyed were also asked what the Council could do to improve things, and suggestions included an improved play area for children with books and toys; a drinks machine, vending machine and water dispenser; better seating; and more privacy when talking to advisors.  The main area where customers would like to see an improvement is reduced waiting times.

We have listened to this feedback and have already started to plan some improvements.  In the last week, the lighting in the reception area has been replaced, creating a much brighter environment; we are displaying a notice letting customers know a vending machine is available in the Cashiers area; a new queuing system has been introduced and is helping to reduce waiting times for customers with quick enquiries; and we are hoping to improve the facilities for children shortly, by providing a low level table, colouring sheets and crayons.

 customer satisfaction survey jan 06 (151.70 KB)...