Customer Satisfaction - Council Tax Call Centre, October 2009

Overview

To measure customer satisfaction on Council Tax & Benefit calls post integration with the Corporate 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 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.

What happens next

30% of callers were asked to participate and 200 responses have been analysed. See the report for full results.