Background to the Audits
Our Contact Centre opened on January 2006 and our services have been gradually transferred into this new section from March 2006. The principal aims of the Contact Centre are to:
- Improve customer access to front line Council services by phone, internet or face to face at our reception desks.
- Improve the overall standard of the service provided to the residents, businesses and visitors to Eden
These audits review randomly selected customers who have used the Contact Centre services within the previous 2 months.
To date we have completed 21 customer satisfaction audits. We regularly receive a very good, 45% + response level for these surveys. The July 2010 audit was sent out to 100 different customers and we received a completed response from 39 customers, resulting in a lower than average response rate of 39.0 %. As with last month, a sample of the surveys was sent out by email to 20 of the customers. The response rate from customers who have been emailed has proven to be very disappointing at less than 15% and this process will be reviewed before the next survey to establish if the response rate can be improved.
Overall Results and Conclusions
The Contact Centre team's strategic objectives for customer satisfaction for the year April 2010 - March 2011, is 95%.
This year so far the team have achieved an overall average scoring of 94.2% in May and 94.9% in July, resulting in a YTD average of 94.5% for this year so far. This is just marginally short of our target of 95%.
For Further Information
Contact the Customer Service Manager telephone 01768 817817.
