Housing and Council Tax Benefits
Surveys
Customer Satisfaction Survey
During August 2006 and January 2007, we wrote to approximately 1500 residents who had made contact with the Benefits Department to ask them for their views about our service and how we can make improvements.
Those contacted were chosen at random from a list of all residents who had made a claim for benefit or told us about a change in their circumstances between 1 June 2006 and 31 July 2006, and 1 November 2006 and 31 December 2006.
765 residents completed and returned the questionnaires and a summary of the results are shown below:
| % of residents satisfied | Government Standard | ||
|---|---|---|---|
| 2003/04 | 2006/07 | ||
Section 1 Getting in touch with the benefits office |
81 | 83 | 76 |
Section 2 Service in the benefits office |
81 | 85 | 78 |
Section 3 Telephone Service |
65 | 75 | 67 |
Section 4 Staff in the Office |
80 | 84 | 79 |
Section 5 Forms |
64 | 74 | 60 |
Section 6 Speed of Service |
65 | 76 | 67 |
Section 7 Overall Service |
76 | 81 | 77 |
As you can see, our residents are clearly more satisfied with the service we now provide compared to 3 years ago. However, there is still room for further improvement therefore an action plan has been devised to ensure we focus on these areas over the coming months.
A copy of the full questionnaire is here (248 Kb)
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