984 results
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Building Control satisfaction survey 2008/09
In order for the Building Control department to improve its services we are continually reviewing the service we provide to our customers. Your feedback is very important to us and will help us to continue improving our service. We instituted a process of customer surveys from January 2005 when a survey form was sent out with every: (1) Completion Certificate and targeted householders/home owners, and this is a continuous service. The other customer... MoreOpened 1 April 2008 -
Customer Satisfaction - Recycling, April 2008
The Customer Service Project team surveyed 200 residents by phone. Customers were randomly selected from the contact centre database (CRM). Any previous case history relating to why a resident had initially contacted us was ignored and this eliminated any element of bias. Equality monitoring data was also successfully collated. The survey measures customer satisfaction in the following areas: 1. Prior and post November 5 2008 recycling changes 2. Recycling containers 3.... MoreOpened 3 April 2008 -
Customer Satisfaction - Recycling, April 2008
The Customer Service Project team surveyed 200 residents by phone. Customers were randomly selected from the contact centre database (CRM). Any previous case history relating to why a resident had initially contacted us was ignored and this eliminated any element of bias. Equality monitoring data was also successfully collated. The survey measures customer satisfaction in the following areas: 1. Prior and post November 5 2008 recycling changes 2. Recycling containers 3.... MoreOpened 3 April 2008 -
Customer Satisfaction - Special Collections service
During May a total of 167 customers who had recently used the Special Collection service were surveyed. This represents approximately one week of bookings. The customers were selected from the CRM system, and all other case histories were ignored. Equalities monitoring data was also collated. The survey measures customer satisfaction in the following areas: 1. The special collection booking process 2. The standard of the collection 3. Comparison of satisfaction across areas... MoreOpened 1 May 2008 -
Customer Satisfaction - Fly tip incidents, June 2008
There are approximately 115 reported incidents of fly-tipping every month. 50 customers who had reported incidents of fly tipping were surveyed. 15 cases were from areas of relative disadvantage. Customers were asked to rate their level of satisfaction using a scale of 1 to 5 (5 being Excellent, 4 being Good, 3 being Average, 2 being Below Average and 1being Poor). The customers were selected from the CRM system and equalities monitoring data was also collated. The survey was designed... MoreOpened 1 June 2008 -
Customer Satisfaction - Street cleansing and fly tipping, June 2008
100 customers were surveyed to measure their opinion with the current Council standards for street cleansing services. 50 customers from areas of relative disadvantage and 50 from areas of non disadvantage were surveyed. They were selected at random from the CRM system and had not reported any street cleansing issues. Equalities monitoring data was also collated. Customers were asked to rate their level of satisfaction using a scale of 1 to 5 (5 being Excellent, 4 being Good, 3 being... MoreOpened 1 June 2008 -
Customer Satisfaction - Street Cleansing, June 2008
There are approximately 67 reported cases of Street Cleansing issues every month. 50 customers who had reported issues with Street Cleansing were surveyed. 15 of these cases logged were from areas of relative disadvantage. Customers were asked to rate their level of satisfaction using a scale of 1 to 5 (5 being Excellent. 4 being Good, 3 being Average, 2 being Below Average and 1 being Poor). The customers were selected from the CRM system and equalities monitoring data was also collated. ... MoreOpened 1 June 2008 -
Customer Satisfaction - Contact Centre, July-August 2008
To measure customer satisfaction on Waste & Recycling calls handled by Customer Services Advisers in the Contact Centre. How the automated telephone survey works: - When the call comes through on the telephony options (IVR), the customer is provided with a recorded message asking them to participate in a survey. - If they select to take part, the system captures their contact telephone number & confirms this with the caller. - The call will then come... MoreOpened 1 July 2008 -
Customer Satisfaction - Atrium, August 2008
Approximately 6000 visitors each month are helped by the customer service team based in the Atrium. In August customers who visited the Planning reception area and Central reception area were surveyed. The survey measures the following areas: 1. Reasons for customers visiting 2. How they rated the environment 3. Satisfaction levels with the service provided by the Customer Service Advisers 4. Waiting times and first contact resolution Customers were asked to rate... MoreOpened 1 August 2008 -
Customer Satisfaction - Planning, August 2008
The Contact Centre surveyed 150 people who had applied for planning consent between 2007 and 2008. Those surveyed were randomly selected from the CapsUniform planning system. Customers were asked to rate their level of satisfaction using a scale of 1 to 5 (5 being Excellent, 4 being Good, 3 being Average, 2 being Below Average and 1 being Poor). The survey measures customer opinion in the following areas: 1. Acknowledgement Letter 2. Updates on Planning Applications ... MoreOpened 1 August 2008 -
Recycling Satisfaction Survey
The survey was carried out to find out how satisfied residents were with the Council's recycling service and was conducted by telephone between 1st and 15th September 2008. Fieldwork was conducted by Facts International. A representative sample was interviewed with quotas set by age, gender and work status. Data is weighted to the known profile of Richmond. MoreOpened 1 September 2008 -
Place Survey Boost 2008
All local authorities in England were required to carry out the Place Survey in 2008. The survey measures resident satisfaction with the local area and public services. In addition to the main survey, Richmond upon Thames carried out a Place Survey Boost in the five areas of the borough which the Council and its partners had identified as being of relative disadvantage (Castelnau, Ham, Hampton North, Heathfield and Mortlake). Whereas the main Place Survey targeted a sample of... MoreOpened 28 September 2008 -
Customer Satisfaction - Change of address procedure, Oct 2008
he contact centre surveyed 100 people who had recently moved in or were moving within the borough. Those surveyed had used the new Change of Address service introduced into the Contact Centre in August 2008. From those surveyed, half had requested Recycling containers and/or Library cards. Equalities monitoring data was also collated. Customers were asked to rate their level of satisfaction using a scale of 1 to 5 (5 being Excellent, 4 being Good, 3 being Average, 2 being... MoreOpened 1 October 2008 -
Customer Satisfaction - Change of address procedure, Oct-Dec 2008
To measure customer satisfaction with Change of Address calls handled by Customer Services Advisers. How the automated telephone survey works: - When the call comes through on the telephony options (IVR), the customer is provided with a recorded message asking them to participate in a survey. - If they select to take part, the system captures their contact telephone number & confirms this with the caller. - The call will then come... MoreOpened 1 October 2008 -
Place Survey 2008
The survey measures resident satisfaction with the local area and public services. MoreOpened 3 October 2008 -
Twickenham Embankment enhancements scheme 2008
Proposals for the enhancement of Twickenham Embankment between Champion's Wharf and Water Lane were consulted on during this period. Prior to this, the initial proposals were subject to pre consultation meetings with key stakeholders groups. The proposals were then refined for the formal stage of the general public consultation. The proposals subject to consultation covered the following: trees, surfacing, new benches and bins, lighting, railings and lighting columns, cycle... MoreOpened 6 October 2008 -
Parks - customer satisfaction survey 2008
Following renewed investment in parks and open spaces through the Parks Improvement Programme, consultation was carried out to ensure that spending reflected the concerns and demands of the public. An onsite survey was used to assess the quality of services provided by the borough's parks and to build a profile of customers. The survey was conducted across fifteen sites, with each site being surveyed twice over three hour-long periods (9.30am - 10.30am; 12.30pm - 1.30pm and 4pm - 5pm). The... MoreOpened 6 October 2008 -
Kerbside Recycling service - campaign and doorstepping
Richmond Council commissioned Waste Watch to undertake a doorstepping campaign and a series of roadshows between October - December 2008 to support improvements to the kerbside recycling service. The campaign aimed to: - inform residents about the introduction of blue boxes to collect paper and cardboard separately and ensure that service changes were understood, received well and improving Richmond's recycling rate - promote the recycling service... MoreOpened 21 October 2008 -
Mystery Shopping for Customer Services 2008-09
Mystery shopping provides evidence of an actual service provided and helps organisations know how well they perform against their Customer Care Standards. It is therefore regarded as a powerful tool to measure customer service. The mystery shopping exercise uses individuals trained to observe, experience and measure the customer service process, by acting as a prospective customer with realistic but made up questions or queries. Mystery shops are conducted by telephone,... MoreOpened 1 November 2008 -
Oak Avenue (Hampton) - proposed 20mph zone
The Council is proposing to implement a 20 mile per hour (mph) zone on Oak Avenue, Hampton. The scheme is to be funded by Transport for London's 20 mph zone programme and is expected to benefit the local area by slowing traffic, increasing road safety, improving accessibility for pedestrians and enhancing the quality of the streetscape. The proposed improvements include: Upgrading the existing raised crossings and mini roundabouts, Installing new raised tables, speed cushions and... MoreOpened 28 November 2008 -
Holy Trinity Church of England Primary School
Holy Trinity Primary School in Richmond will be expanding from one-form entry to two-form entry to provide additional school places for the increasing number of children living in Richmond and East Sheen. The existing building will require enlargement to accommodate the extra children. The School and the architects held a public consultation day on Monday 8 December 2008. MoreOpened 8 December 2008 -
Environmental Health customer survey 2009/10
We regularly conduct surveys to find out how satisfied customers are with our service and identify areas for improvement. MoreOpened 1 January 2009 -
Hampton Area Improvements
Richmond Council consulted on proposed changes to the road network in the Hampton area. The changes would focus around the following junctions: Thames Street/High Street, Thames Street/Church Street, High Street/Church Street and High Street/Manor Gardens. Background The A308 Thames Street is part of the Strategic Road Network and provides a key link between Staines and Kingston, via the Hampton village area. High Street, Station Road and Church Street are... MoreOpened 26 January 2009 -
Home Care User Experience Survey 2008-09
In 2008/09 the council arranged homecare for 1,440 vulnerable residents in the borough. 484,000 hours of homecare were delivered by 19 different homecare agencies. Nine aspects of home care were measured throughout the survey. MoreOpened 16 February 2009 -
Richmond CO2 Parking Charges
The consultation was carried out to investigate opinions on emissions-based parking facilities from drivers in the Richmond area. There were three elements to the consultation: 1) On-street survey between 21 - 22 March 2009 2) Online survey throughout February/March 2009 3) Other submissions (petitions or letters). MoreOpened 16 February 2009 -
Primary School expansions - Holy Trinity Church of England School
Proposals on the expansion of Holy Trinity Church of England Primary School to a two-form entry from September 2010 onwards were open for comment from Feb - Apr 2009. See the Notice and Full Statutory Proposal below for further details. Notices of the proposal were published in the Richmond and Twickenham Times, outside the public entrances of the school and on the Council's and school's websites. Copies of the 'prescribed information' for each proposal were made available on the... MoreOpened 27 February 2009 -
Primary School expansions - St Mary's and St Peter's Church of England Primary School
Proposals on the expansion of St Mary's and St Peter's Church of England Primary School to a three-form entry from September 2010 onwards were open for comment from Feb - Apr 2009. See the Notice and Full Statutory Proposal below for further details. Notices of the proposal were published in the Richmond and Twickenham Times, outside the public entrances of the school and on the Council's and school's websites. Copies of the 'prescribed information' for each proposal were... MoreOpened 27 February 2009 -
Mallard Place Conservation Area 2009
The Council ran a public consultation on the draft Conservation Area Character Appraisal and Management Plan for the Mallard Place Conservation Area from 20 March 2009 until 1 May 2009. A public exhibition of the documents was also held on Wednesday 8 April between 18.30 and 20.00 in The Terrace Room at York House, where people were invited to examine the appraisals and proposals for the conservation area and to discuss them with officers. MoreOpened 20 March 2009 -
Fieldend Conservation Area 2009
The Council announced a public consultation on the draft Conservation Area Character Appraisals and Management Plans for the Fieldend Conservation Area. A public meeting/exhibition of documents was also held on Friday 24 April between 19.00 and 20.30 within the gardens of Fieldend where people were able to examine the appraisals and proposals for the conservation area and to discuss them with officers. MoreOpened 23 March 2009 -
Environmental Health business survey 2009/10
Users of the service were surveyed throughout the year to gain an understanding of their satisfaction with the service and customer experience. MoreOpened 1 April 2009
984 results.
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