Satisfied Customers 2010/11
Clackmannanshire Council Housing Investment & Planning Team have set clear customer service standards which are established within each and every improvement project. We have committed ourselves to providing clear and informative customer information.
Within each project we also hold local information events, where appropriate, and all external contractors are trained to our own Customer Service Standards prior to any contract commencing.
All tenants involved in our programme are surveyed following completion of works. In 2010/11 93% of returns were satisfied with the product delivered via the Capital Programme.
Period Covered: April 2010- March 2011.
Customer Satisfaction Survey Forms From Projects
Target Satisfaction Rate...90%
| Number of Projects | 6 |
|---|---|
| Number of Customers Surveyed | 786 |
| Number of Survey Forms Returned | 164 |
| Return Rate Percentage | 20.1% |
| Customers Satisfied with Overall Service | 92.5% |
| Percentage of Customers Satisfaction with Product | 93% |
In assessment of the completed returns 87.05% stated that they were very satisfied with the overall service provided during our contracts and 90.5% were very satisfied with the completed product and job.
Customer feedback is essential to ensure that we as a Council are meeting our quality standard and tenants expectations. All the comments and feedback that we receive is used to help us improve the service that we provide.
Lessons Learned from Feedback
The return rate from completed questionnaires from tenants involved in our programme was 20.1% of all customers surveyed. This is way below our target of 55% and we are disappointed with this return rate. Given this, as of 2011/12 we will be offering tenants the opportunity to be entered into a prize draw simply by returning their completed customer satisfaction cards.
Only three tenants involved in the programme in 2010/11 scored returns for being fairly dissatisfied or very dissatisfied with the project. Issues related to poor customer care from contractors. Our response to this is to continue to train all our external contractors to our own Customer Service Standards prior to any contract commencing. Customers who feel they would like to discuss any customer services issues, please contact us.
Correspondence To Team
| Target Response Time | 10 Days |
|---|---|
| Number of Enquiries Received | 23 |
| Number of Enquiries Responded Within Allotted Timescales | 100% |
| Target Response Time | 10 Days |
|---|---|
| Number of Complaints Received | 6 |
| Number of Complaints Answered Within Timescale | 100% |
| Target Response Time | 4 Days |
|---|---|
| Number of Enquiries Received | 7 |
| Number of Complaints Answered by HIPT Within Timescales | 85.7% |
Housing Repairs Survey
Following best practice from within the organisation we have adopted telephone surveys to gather customer views and feedback,which is used to inform our service reviews. This was adopted following good practice established by the Council's Waste Management Service.
Details of the survey and example questionnaires can be found on the Consultation Database.
See also
Page & Site Tools
Contact information
For further information about this page please contact:
Asset Project Management Team Leader, Facilities Management
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: hipt@clacks.gov.uk
Or use the on-line contact form
