Customer Satisfaction - Change of address procedure, Oct-Dec 2008

Closed 31 Dec 2008

Opened 1 Oct 2008

Contact

08456 122 660

consultation@richmond.gov.uk

Results updated 7 Aug 2013

A total of 215 responses have been analysed. Overall the results from the survey are extremely positive. The majority of customers stated that their call was answered within a satisfactory time period and Customer Services Advisers were rated highly overall. See the below report for full results.

Links:

Overview

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 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