Customer Satisfaction - Contact Centre, April-May 2009

Closed 31 May 2009

Opened 1 Apr 2009

Contact

08456 122 660

consultation@richmond.gov.uk

Results updated 7 Aug 2013

30% of callers were asked to participate, and 342 responses have been analysed.

The results of this survey are very positive with some scores being higher than those of the last Waste & Recycling survey. The majority of customers stated that their call was answered within a satisfactory time period and Customer Service Advisers were rated highly overall. There were improved results with more customers stating that they would not need to call the Council back. See the below report for results in full.

Link to the survey results (April 2009) report

Link to the customer satisfaction survey report

 

Overview

To measure customer satisfaction on Waste & Recycling calls handled by Customer Services Advisers in the Contact Centre.

 

How the automated telephone survey worked:

- 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 through to the Customer Service Adviser (CSA) as normal.

- Once the caller has hung up, the system will automatically call back the customer and proceed to ask the survey questions.

- Callers respond by using their telephone keypad.

Areas

Audiences

  • Residents
  • Black and minority ethnic groups
  • Businesses
  • Carers
  • Children
  • Community groups
  • Gay, lesbian and bisexual people
  • Men
  • Older people
  • Parents
  • People with disabilities
  • People with learning disabilities
  • People with mental health issues
  • Service users
  • Staff
  • Transgender people
  • Visitors and tourists
  • Voluntary groups
  • Women
  • Young people

Interests

  • Richmond Borough