Decision details

Results of Customer Survey

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes

Decisions:

As part of the Council’s Corporate Plan priority objective to become a more customer focused organisation, the Council had become a member and was working with the Institute of Customer Service (ICS) to develop a Corporate Customer Service Strategy (CCSS) to build on the Council’s existing customer service standards.  It was noted that 21 other councils were members of the ICS.

 

Two recent surveys had taken place to inform this work, one directed at 4,000 residents that had recently been in contact with the Council and the second, an internal survey to all staff and Members.  Members were disappointed to note that response rates were consistently around 50% between Council departments and Members.  It was hoped that the response rate would improve as the value the organisation placed on prioritising positive experiences and outcomes for customers was promoted and embedded throughout the Council.

 

The results of the surveys had been circulated to Members and published on the website after publication of the Agenda and the headline results were as follows:

 

-       Rother had an overall score of 59.4 out of 100 – 5% below the average score for the other local authorities that were members of the ICS and had completed this survey;

-       the results showed that customers were most satisfied with the helpfulness and competence of staff and least satisfied with the speed in resolving and handling complaints as well as the outcome of the complaints made;

-       the complaints measure was markedly lower than the public sector average and the rate at which things were right first time was lower compared to the ICS member councils, with Rother scoring 39% compared to an average of 57% on average; and

-       customer satisfaction score varied across different communication channels, with in-person and telephone experiences significantly out performing that of written responses.

 

The results of the survey would not only enable the Council to identify the objectives for the new CCSS, but would also be used to compare present customer service performance to that of other local authorities and benchmark future performance monitoring.  Members requested data on the number of abandoned calls and the Customer Services Manager agreed to provide the data outside of the meeting.

 

The CCSS would enable the Council to set its aims and objectives (including quick wins) and embark on a programme of cultural transformation setting clear targets and measures for quantifying success levels.  It would need to be dynamic and flexible to allow the Council to manage customer expectations and achieve the best service outcome resources and various legal duties allowed.  Improvement of internal and external processes would be required, as well as partnership participation from internal and external stakeholders.  An internal group would lead on development of the draft CCSS and action plan.  The draft CCSS would be presented to the Overview and Scrutiny Committee for onward approval in early 2022.

 

Members were grateful for the work and commitment shown by officers thus far on the journey to deliver on the Corporate Plan’s vision of putting customers at the heart of everything the Council does.  The whole organisation had a role to play, it was not just about the customer services department, but all staff who were customer facing.  The rewards for getting it right were increased productivity and respect and trust from residents and all other stakeholders.  

 

RESOLVED: That the results of the recent customer survey and internal staff and Member survey conducted in partnership with the Institute of Customer Services be noted.

Report author: Joe Powell

Publication date: 08/10/2021

Date of decision: 04/10/2021

Decided at meeting: 04/10/2021 - Cabinet

Effective from: 16/10/2021

Accompanying Documents: