Customer satisfaction: Results

If you have recently contacted the council by telephone you may have been asked by text message to take part in a customer survey. We have received over 2,000 responses since September 2016 and we read every one in order to understand what we are doing well and not so well.

The types of improvements we have made so far based on your feedback include:

  • Proactively contacting customers with call backs to help with more complex requests
  • Improve Customer Service Staff skills when dealing with telephone contact
  • Adding more services to the website so customers do not need to telephone

Some of the feedback received so far include:

Positive feedback

  • "From start to finish I have received fantastic customer service, my query was handled quickly and I didn't have to wait long for people to contact me!"
  • “You did an excellent job of very quickly finding the information I needed and it was no trouble to either the operator, nor the department I was put through to within a few seconds.”
  • “Every contact we have made recently has been dealt with more efficiently than we could have expected. Thank you.”
  • “Straight to the point explained clearly”
  • “I called yesterday. I was told I would be answered within a minute, and I was... Then the lady I spoke to was so helpful, explained when the service will happen and took payment so easily. I am very happy.”
  • “I had no phone signal and the advisor called me back and made it easier for me”
  • “Rang reception about green bin not being emptied, lady I spoke to very polite and bin was emptied within the hour. Diolch to all concerned”
  • "I had a prompt answer to having my furniture removed today. Problem solved with no fuss."
  • I was on the phone less than a few minutes, the lady I spoke to was pleasant and told me the answer to my query quickly."
  • "Very helpful and polite spoken to lady about school transfer  and she was very helpful and phoned me back within mins."

Negative feedback

  • "Phoned about a dead rat on pavement yesterday morning it wasn't picked up till mid morning today."
  • "Hole in the pavement and still waiting for it to be fixed 2 weeks on its a tripping hazard!"
  • "It took approx 10 minutes to get through by phone but when speaking to someone she helped."