Annual Satisfaction Performance 2007/2008

From April 2007 – March 2008 the Contact Centre successfully contacted 6,372 customers to find out what they thought about the service they received.
Pie chart showing question 5 - 'Overall how would you rate how your call was handled?' 
Pie chart showing question 5 - 'Overall how would you rate how your call was handled?'

Overall 95% of customers contacted rated the service as ‘good’ or ‘excellent’ and was therefore satisfied.
Out of the 6372 calls this is how they answered:

Question 1- How quickly was your call answered?

  • No Delay – 2958 (46%)
  • Short Delay – 3139 (49%)
  • I had to wait too long – 275 (4%)

Question 2 – Was the person you spoke with polite and cheerful to you?

  • Yes – 6340 (99%)
  • No – 32 (1%)

Question 3 – Did the person you spoke with understand your enquiry?

  • Yes – 6271 (98%)
  • No – 101 (2%)

Question 4 – Did the person you spoke with resolve your enquiry?

  • Yes – 6198 (97%)
  • No – 174 (3%)

Question 5 – Overall how would you rate how your call was handled?

  • Poor – 46 (1%)
  • Fair – 261 (4%)
  • Good – 3067 (48%)
  • Excellent – 2998 (47%)

We have written to all customers who rated the service as poor to apologise for the poor service they feel they have received. We contact these tenants again three months later to see if their perception has improved. If after this time they still feel that they are receiving poor service we will raise a complaint on their behalf and formally investigate this.