Bi-monthly customer satisfaction surveys re the Liverpool Direct contact centre
Contact officer: Pauline Crabtree, head of customer contact
Tel: 0151 225 2886
Email: Pauline.Crabtree@liverpool.gov.uk
Start date: 1 April 2007
End date: 31 March 2008
Purpose of the exercise:
This exercise assessed customer feedback, identified opportunities for improvements to services and assessed the quality of call handling.
Who was be consulted and how:
A wide range of the customers who have contacted the contact centre were surveyed via a telephone survey.
Who were the results of the exercise be reported to:
The results were reported to the:
- executive management team
- Resources and corporate select committee
- head of the Contact Centre
What were the findings of the exercise:
A framework has been established to enable the reporting of customer satisfaction survey feedback on the Liverpool Direct contact centre to Liverpool Direct heads of service and council service area managers. Feedback varies across the various measures in the survey, for example, advisor knowledge/attitude, service delivery inside and outside the one stop shops. This feedback was used to identify opportunities to improve processes and service area fulfilment. Associated improvement plans are developed and reviewed regularly within this framework to track improvements and changes to be implemented. The overall satisfaction figure for the Liverpool Direct contact centre was 94.3%
What are the changes to the service brought about as a result of the consultation:
A more robust review procedure has been established, including an improvement plan, that is owned and managed within the Chief Executive's office portfolio and will feed into overall user focus.