Customer Satisfaction - Govmetric

We measure the overall level of Customer satisfaction with our services across our three main access points. These are by telephone to our Customer Service Centre, in person at the Customer Service Centre (Civic Centre Face to Face service) and over this web site. We get our information using the Govmetric survey system.

In January 2012, across all three channels, 92.05% of customers were happy with the service they received. Our aim is a minimum of 85% satisfaction.

Satisfaction with our telephony service remains high at 98.07% against a target of 90%.

Satisfaction with our Face to Face service is 79.52%, the target is 80%. We would like to improve upon this result and we will be analysing the concerns raised by our customers to identify where improvements can be made. For the year to date, satisfaction with this part of the service is 80.76%.

Satisfaction with our website is 58.50% against a target of 55%. Satisfaction has increased since we have taken action to improve the sections of the website which were attracting most criticism and we are continuing with this review.

How the Govmetric Survey works

Whenever you contact us, whether face to face, on the telephone or on the web, letting us know how you feel about the service we give plays an important part in helping us improve and maintain our standards of service.

The Govmetric system provides a quick and easy way to provide us with feedback. It is completely anonymous unless you choose to provide contact details.

At the Customer Service Centre

When you visit our Customer Service Centre at the Civic Centre you will find a touch screen in the waiting area. At the conclusion of your visit, press the screen to show what service you have used, how you rate the service received, your reason for that rating and a comment. If you prefer not to use the screen, leave your ratings on on one of our "Comments, Compliments and Complaints" cards and we will enter it for you.

Telephone

When you telephone our Customer Service Centre, at the end of your call we will offer to put you through to the Govmetric survey system. If you agree, then you will be connected to an automated system where you will use your telephone keys to give your feedback. The questions should take less than 60 seconds to complete and there will be an option to provide more detailed feedback by leaving a voice message.

Website

When you use our Website, you will see the Govmetric "smiley faces" on the web pages. To give feedback on a web page, simply click on the appropriate face. This will take you to another web page where your reasons for that rating will be requested. You will also have the option of leaving a more detailed free-text comment.