Revenues & Benefits 2008 Customer Satisfaction Survey
The Revenues and Benefits Service carried
out their annual customer satisfaction survey; the
results of the 2008 survey are now available.
A random sample of 3305 questionnaires were sent
out in October 2008 to customers who had
contacted the service through the Contact
Centre, Customer Service Centres or had written or
emailed during the month of September 2008.
The questionnaire was designed to determine if
customers were happy with the core service and how
they perceive 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
Percentage of surveys returned - 12.8%
The tables below show the customer replies to the
questions on the survey.
| What was your enquiry about? |
Customer reply |
| Housing and Council Tax Benefit |
57% |
| Council Tax discount |
17% |
| Billing |
10% |
| Overdue payment |
4% |
| Making a payment |
4% |
| Direct Debit enquiry |
3% |
| Making a complaint |
3% |
| Other |
2% |
| How did you contact us? |
Customer reply |
| Telephone |
55%
|
| Visit to customer services |
25% |
| Contact Centre |
10% |
| By post |
8% |
| Website |
1% |
| Email |
1% |
| Were you able to contact us when
you needed to? |
Customer reply |
| Yes |
91% |
| No |
9% |
| How do you normally pay your Council Tax
bill? |
Customer reply |
| Direct Debit |
46%
|
| Cash, cheque or postal order |
33% |
| Get full Council Tax Benefit |
12%
|
| Debit card |
6% |
| Credit card |
2% |
| Standing order |
1% |
| If you do not pay by direct debit, please state
why. |
Customer reply |
| Get full Council Tax Benefit |
34%
|
| No incentive to change |
18% |
| Other |
18% |
| Inconvenient Direct Debit dates |
10% |
| Distrust of payment |
9% |
| Too complicated |
6% |
| No bank account |
5% |
| Were we friendly and polite? |
Customer reply |
| Very |
69%
|
| Acceptable |
25% |
| Poor |
6% |
| How was your enquiry resolved? |
Customer reply |
| Very Well |
55% |
| Well |
32% |
| Poorly |
13% |
| How do you feel about our service? |
Customer reply |
| Very Happy |
50% |
| Happy |
35% |
| Not Happy |
15% |
| Are our letters and forms easy to
understand? |
Customer reply |
| Very Easy |
33% |
| Easy |
53% |
| Hard |
13% |
| Have you ever visited the Council's website? |
Customer reply |
| Yes |
21% |
| No |
79% |
|
Did you find the information
you wanted?
|
Customer reply
|
| Yes |
85% |
| No |
15% |
We would like to thank all those who completed and
returned the survey, it is important that we get 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.