Customer Satisfaction - Change of address procedure, Oct 2008
Results updated 7 Aug 2013
Overall, customers are satisfied with the Change of Address process currently being provided by the Contact Centre. Customers find it beneficial to be able to do several things within the same call and are more likely to use additional services if offered at the same time. However improvements need to be made in the time it takes to deliver Council Tax bills and recycling containers to customers.
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Overview
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 Below Average and 1 being Poor).
The survey measures customer satisfaction in the following areas:
1. Customer satisfaction with overall service
2. Time taken to receive the Council Tax bill
3. Customer Satisfaction with services provided in addition to Council Tax bill
4. Additional services
Areas
Audiences
- Residents
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