Customer Satisfaction - Waste and Recycling, March 2010
Overview
To measure customers' experience of contacting the Council regarding Waste and Recycling and Street Services options.
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 417 responses have been analysed.
Overall results of the survey are very positive with an overall satisfaction rating of 87%. Some of the highest satisfaction ratings included:
- Telephone menu selection
- Telephone announcements
- Time taken to answer the call
- Adviser friendliness.
See the report for full results.
Areas
Audiences
- Service users
Interests
- Richmond Borough
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