O&S 6
The lead Hub Committee Member for Customer
First presented a report that detailed the progress that had been
made since April 2019 on improving customer satisfaction
levels. The report also included
recommended next steps to continue to improve the customer
experience by further honing the Council website to pre-empt
customer needs and manage expectations.
In discussion, reference was made to:-
(a)
the 2019 Customer Satisfaction Survey.
The Committee asked that the full results of the 2019 Survey be
presented to its meeting on 19 November 2019;
(b)
call volumes. Whilst some emphasis was
given to waste and recycling, officers confirmed that there was a
month on month reduction in telephone calls being received by the
Council across all of its service areas;
(c)
obtaining
customer feedback. The
overriding view of the Committee was that customer feedback was
more important than locally generated performance measures in
making improvements in customer satisfaction levels. In terms of feedback already gleaned, there were
common themes around officers not keeping customers sufficiently
informed and the need for the Council to develop a ‘get it
right first time’ culture;
(d)
receiving
quarterly updates.
Whilst Members were supportive of the suggestion that they receive
quarterly progress updates in the future, officers did assure the
Committee that this could be revisited again should it be felt
necessary to increase the frequency of reporting.
It was
then:
RECOMMENDED
That the Hub Committee be RECOMMENDED to:
1.
note and comment on the progress made to date in
improving customer satisfaction (as detailed in section 3 of the
agenda report presented to the Committee); and
2.
endorse
the next steps (as outlined in section 5 of the
agenda report presented to the Committee).