Customer service performance and surveys

Customer satisfaction survey

The data gathered from our customer satisfaction survey in May 2017 showed that 94% of customers were satisfied with the service that they received over the telephone. This was 1% higher than the previous month due to shorter waiting times on the phone.

Historical satisfaction data can be found in the documents below:

Comments in May 2017

Two compliments were left in May 2017 via our survey :

 

"I'd just like to say that the gentleman I spoke to was so helpful, so very kind and really nice. I hope I get him again. Thank you so much." - Street Doctor Customer

"Your office staff have been wonderful. Absolutely brilliant." - Registration Service Customer

We also received some constructive feedback on both the Blue Badge service and the Registration Service website. These comments have been passed on to the relevant teams for investigation.

Please do take part in our survey if an advisor asks you - it takes approximately two minutes. Your answers to the questions and any comments you leave will help us improve our services. Thank you.

Detailed satisfaction results can be seen in the document below:

Other feedback

We received two unsolicited compliments in May :

 

"'Thanks, you've been really great. I appreciate your help.” - Registration Service Customer

Another customer was ‘over the moon’ by the service she had received during her Blue Badge Application.

We also received several comments and suggestions. One customer commented about the phone messages you hear when you call us. We’re sorry that you think the messages are too long but we need to make sure that you are connected to the correct person and also need to ensure that people know about the other ways to contact us. The answers to many queries are on the website. If you know the option number you need you can interrupt the initial welcome message.

Coaching and quality monitoring

All Customer Service Advisors in the department receive a minimum of two hours coaching and quality monitoring each month to improve the service they provide. The Advisors operate to a target of 90% for their monthly score. This target was achieved across all the Advisors in the department during 2016. A monthly breakdown of these scores can be seen in the document below.

Blue Badge performance

The Department for Transport requires local authorities to issue new and replacement Blue Badges within eight weeks of receiving an application. Northamptonshire County Council is committed to issuing the majority of these within six weeks and we try and aim for four weeks where possible.

We approved 87% of Blue Badge applications within six weeks during 2016. This was an improvement of 3% compared to the previous year.

We approved 84% of Blue Badge applications within six weeks during 2015.

In 2013 we commissioned a survey on the Blue Badge service for our customers. 93% of respondents were satisfied with the application process overall and just over half said likely to apply for Blue Badge in a library if the option was available to them. As a result of this insight we launched the checking service within our libraries.

For more information about the Blue Badge service, please visit the Blue Badge webpage.

CSC email correspondence

We are committed to responding to the majority of customer emails within three working days as per the targets set out in our customer service standards.

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