Customer service performance and surveys

Customer satisfaction survey

The data gathered from our customer satisfaction survey in December 2017 showed that 94% of customers were satisfied with the service that they received over the telephone.

Historical satisfaction data can be found in the documents below:

Comments in December 2017

Here is a selection of positive comments from the survey during December :

 

I initially phoned up for advice regarding my husbands circumstances in the Occupational Therapist Team. I spoke with an Advisor who not only gave me advice but was extremely caring and extremely helpful. He also went beyond what I had asked him and set the wheels in motion for something I had no idea about. He really is an asset to his department."
Occupational Therapy customer

 

I spoke to someone today at the Northamptonshire Adult Social Care Team. He was very obliging - so friendly, so nice, so lovely. He did a wonderful job. Thank you so, so much."
Adult Social Care customer

 

I received excellent service today it could not have been bettered. Thank you very much."
General enquiries customer

No negative or constructive comments were received via the customer survey in December. 

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 also received several unsolicited comments and suggestions in December. 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 our website. If you know the option number you need you can interrupt the initial welcome message.

Another customer wished to comment on the time it took to process their Blue Badge application. The Department For Transport grants us eight weeks to process these. Northamptonshire County Council is committed to a six week turnaround on all applications and we do process the majority of applications within this timeframe.  

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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