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The latest customer satisfaction results for the Council's Contact Centre and Community Access Points are as follows:

Contact Centre
Aspect of call	Standard	Mar 09 %	Oct 09 %	Mar 10 %	Jan 11 %	Apr 12 %
Time taken for call to be answered	Excellent	59.8	31.0	36.0	43.6	51.0
	Very good	30.2	52.0	51.8	41.8	35.0
	Average	9.5	16.0	9.6	12.7	9.0
	Poor	0.6	1.0	0.9	0.9	3.0
	Very poor	0	0	0.9	0.9	2.0
Helpfulness and politeness of staff in dealing with your call	Excellent	71.0	34.0	43.0	40.0	58.0
	Very good	28.4	59.0	50.9	45.5	36.0
	Average	0.6	7.0	2.6	11.8	4.0
	Poor	0	0	1.8	1.8	0.0
	Very poor	0	0	1.8	0.9	2.0
Clarity of information provided by adviser	Excellent	66.9	32.0	43.0	37.3	55.0
	Very good	30.2	54.0	49.1	50.9	40.0
	Average	3.0	14.0	6.1	10.0	2.0
	Poor	0	0	1.8	1.8	1.0
	Very poor	0	0	0	0.9	2.0
Staff ability to answer enquiry first time	Excellent	53.8	33.0	42.1	38.2	67.0
	Very good	37.9	51.0	51.8	48.2	26.0
	Average	7.7	10.0	3.5	10.9	3.0
	Poor	0.6	6.0	0.9	1.8	3.0
	Very poor	0	0	1.8	0.0	1.0
Overall satisfaction with contacting the Council	Very satisfied	70.4	41.0	52.6	41.8	68.0
	Satisfied	25.4	52.0	41.2	46.4	26.0
	Neutral	4.1	4.0	1.8	6.4	3.0
	Dissatisfied	0	1.0	4.4	3.6	1.0
	Very dissatisfied	0	2.0	0	1.8	2.0

Community Access Points (CAPs)
Aspect of call	Standard	Mar 09 %	Oct 09 %	Mar 10 %	Oct 11 %	Apr 12 %
Time waited for service	Excellent	51.3	33.6	59.7	82.5	72.0
	Very good	47.0	63.1	33.3	14.7	28.0
	Average	1.7	3.3	3.5	2.8	0.0
	Poor	0	0	3.5	0.0	0.0
	Very poor	0	0	0	0.0	0.0
Helpfulness and politeness of staff in dealing with your call	Excellent	50.4	44.3	63.2	93.2	75.0
	Very good	47.8	53.3	29.8	6.2	24.0
	Average	1.7	2.5	5.3	0.6	1.0
	Poor	0	0	1.8	0.6	0.0
	Very poor	0	0	0	0.0	0.0
Clarity of information provided by adviser	Excellent	47.0	32.0	63.2	91.5	59.0
	Very good	47.8	61.5	3.3	7.9	37.0
	Average	5.2	6.6	1.8	0.6	0.0
	Poor	0	0	1.8	0.0	0.0
	Very poor	0	0	0	0.0	0.0
Staff ability to answer enquiry first time	Excellent	40.0	31.2	59.7	88.1	70.0
	Very good	54.8	61.5	36.8	9.0	30.0
	Average	5.2	7.4	3.5	2.8	0.0
	Poor	0	0	0	0.0	0.0
	Very poor	0	0	0	0.0	0.0
Overall satisfaction with contacting the Council	Very satisfied	74.8	67.2	68.4	94.8	76.0
	Satisfied	24.4	32.0	28.1	4.52	24.0
	Neutral	0.9	0.8	1.8	0.6	0.0
	Dissatisfied	0	0	0	0.0	0.0
	Very dissatisfied	0	0	1.8	0.0	0.0