Customer Satisfaction - Fly tip incidents, Oct-Nov 2009

Overview

As an ongoing focus to improve customer satisfaction; Customer Service carried out surveys on incidents raised in areas of relative disadvantage. All customers who raised incidents in the October and November 2009 were surveyed.

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).

What happens next

29 responses have been analysed. Overall results show that the service provided by the customer service adviser and the way the customers' enquiry is handled has remained consistently high with a rating of 90% across both areas.

Overall satisfaction ratings with the delivery of service and the final resolution are lower than previous surveys with scores of 55% for the way the council resolved the problem compared to 80% previously and 52% for the timescale of removal compared to 80% previously.

Please see the report for full results.