Cess Pool Satisfaction Survey 2010 - a paper consultation

Description:

This is the first formal satisfaction survey of customers who use the cess pool service and is now complete.  The report is now available.  A satisfaction questionnaire  was sent by post in February 2010.  The questionnaire used a 1 to 10 numerical rating and asked respondents to rate a score against a set of customer requirements in terms of their importance and then by how satisfied they were with the same set of requirements. This methodology enabled a Customer Satisfaction Index (CSI) to be calculated. The opportunity was also taken to ask a question about direct debit payments. The results have been analysed and an Action Plan produced.  The process will be repeated after a period of 18 months.

Download Consultation/Documents:
MicrosoftWordCessPoolActionPlan2009.pdf - (33 K)
CessPoolSatisfactionReport2010.pdf - (61 K)

Start Date: 01/02/2010
End Date: 01/03/2010

Relevant topics: Housing, Satisfaction

Project objectives: The aim of the report was to measure customer satisfaction leading to the development of an actionplan to improve the service for the benefit of its users.

Reason for consultation:
This is the first survey of its kind and part of the District Council's commitment to engage with its service users.  The survey led to the development of an action plan for improvement and will be repeated again in 18 months time.