Revenues & Benefits Customer Satisfaction Survey
The Revenues and Benefits Service carry out a customer
satisfaction survey every year; the results of the completed 2007
survey are available below.
A random sample of 3322 questionaires were sent out in
October 2007 to customers who had contacted the Revenues and
Benefits Service through the Contact Centre
and Customer Services Centres, or who had written or
emailed the Service directly during the month of September
2007.
The questionnaire was designed to determine whether
customers were happy with the core service and how
they percieve their experience in getting their queries dealt with
through the contact points we have determined. The findings
will help improve the level of customer service we offer to the
public and highlight the strengths and weaknesses and any
areas requiring improvement.
Revenues & Benefits customer survey results
Returns received - 16.7%
Please see the tables below for customer responses to the
questions on the survey:
| What was your enquiry about? |
Customer response |
| Billing |
15% |
| Housing and council tax benefit |
54% |
| Council tax discount |
12% |
| Overdue payment |
8% |
| Making a payment |
4% |
| Direct Debit enquiry |
2% |
| Making a complaint |
2% |
| Other |
3% |
| How did you contact us? |
Customer response |
| Telephone |
49%
|
| Post |
10% |
| Email |
2% |
| Visit to Customer Services |
39% |
| Was this the first time that you made this
enquiry? |
Customer response |
| Yes |
67%
|
| No |
33% |
| How long did we take? |
Customer response |
| No time at all |
28%
|
| Acceptable Time |
57% |
| Too Long |
15% |
| Were we, friendly, polite and professional? |
Customer response |
| Very |
59%
|
| Acceptable |
36% |
| Poor |
5% |
| How was your enquiry resolved? |
Customer response |
| Very Well |
44% |
| Well |
42% |
| Poorly |
14% |
| How do you feel about our service? |
Customer response |
| Very Happy |
40% |
| Happy |
45% |
| Not Happy |
15% |
| How easy is it to understand our letters
& forms? |
Customer response |
| Very Easy |
36% |
| Easy |
53% |
| Hard |
11% |
| Were you able to contact us when
you needed to? |
Customer response |
| Yes |
92% |
| No |
8% |
| Have you ever visited the Council's website? |
Customer response |
| Yes |
18% |
| No |
82% |
We would like to thank you for taking the time to
complete and return the form, it is extremely important to us
that we sample the views of our customers. Any areas of
improvement identified will be fully investigated and some changes
may be made to our procedures as a result of this survey.