Customer Services Customer Satisfaction

These tables bring together customer satisfaction and care results from the service's Annual Telephone Survey and Exit and Call Back Surveys. The survey is carried out amongst approximately 1000 recent users of the service.

The Annual Telephone Survey

Customer satisfaction from the Annual Telephone Survey

	2002	2004	2005	2006	2007
Satisfied	74.5%	72.2%	77.1%	79.1%	76%
Neither satisfied nor dissatisfied	12.4%	10.5%	9.9%	8.3%	8.1%
Dissatisfied	13.1%	17.3%	13%	12.6%	15.9%

Customer care from the Annual Telephone Survey

	2005	2006
Was the member of staff polite and courteous	94.5%	93.5%
Was the member of staff able to deal with your enquiry	80.5%	86.2%
Was the member of staff able to answer all of your questions	84.7%	87.5%
Did the member of staff explain things to you in a way that you understood	90.8%	91.6%
Did the member of staff do their best to be helpful	89.1%	89.7%

Against four of the customer care indicators their has been an improvement (sometimes substantial) since 2005.

The Exit and Call Back Survey

(part of the Corporate Reception Points Survey)

The survey is carried out amongst approximately 100 service users at each centre - as they leave Customer Services Centres or following a call back for Call Centre users.

Customer satisfaction from the Exit and Call Back Surveys

	2003	2004	2005	2006
Satisfied	89.4%	88.3%	87.8%	81.6%
Neither satisfied nor dissatisfied	7.3%	3.8%	5.2%	6.1%
Dissatisfied	3.3%	7.9%	7%	12.3%

Customer care from the Exit and Call Back Surveys

	2003	2004	2005	2006
Did you get what you came (to centre) for?	-	81.5%	76.5%	-
Was the member of staff polite and courteous?	97.1%	96.1%	97.8%	96.7%
Was the member of staff able to deal with your enquiry?	90.8%	99.1%	91.8%	87.5%
Was the member of staff able to answer all of your questions?	86.8%	93.5%	88.8%	88.4%
Did the member of staff explain things to you in a way that you understood?	91.3%	97%	94.5%	92.8%
Did the member of staff do their best to be helpful?	93%	91%	94.5%	90.8%
Did you find the range of leaflets on display useful (Customer Service Centres only)?	-	49.3%	35.8%	69.1%
Was the centre clean and tidy?	-	95.4%	97.6%	94.8%
Was the reception area comfortable?	-	96.4%	98.6%	97%
Did you see the signs directing you to the building?	-	62.4%	49.1%	76.1%

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