Customer Survey Results
Benefit Decision Notice Survey - February / March 2006
| Question | Agree/strongly agree | Disagree/Strongly disagree | Don’t know or not applicable | Action |
|---|---|---|---|---|
| Were staff helpful and polite |
85% |
4% |
11% |
Staff team meetings to reiterate customer care and develop a customer care guideline for staff |
| Staff gave clear answers on the phone, in person, and/ or in writing |
77% |
7% |
16% |
Further training will be provided to improve this performance |
| Easy to contact staff by telephone |
63% |
7% |
30% |
Telephone number of member of staff processing claim given on all letters issued from the Service – new development – will keep situation under review |
| Easy to contact staff in person |
71% |
4% |
25% |
No further action |
| Satisfied with telephone service |
62% |
9% |
19% |
Further training will be provided to improve performance |
| Satisfied overall |
83% |
9% |
7% |
| Ways to improve Service | Action |
|---|---|
| Asking for the same documentation more than once | Discuss at Team Meeting |
| Claim process takes too long | Measures in place to improve performance |
| Better communication between benefit and council tax staff , DWP and other departments | On Managers Meeting agenda for discussion |
| Explanatory booklet required to explain claim process, other benefit entitlements and when to report change of circumstances | This will be developed during 2006/07 |
| Ways to improve access to Service | Action |
|---|---|
| More staff needed at counter | To be reviewed |
| More staff to provide telephone service | This area is being improved with all benefit staff having their direct line number on all documentation including decision notices so that a customer can contact them direct. |
| Thorough staff training | Implementation of new Quality Assurance Officer should gradually improve this |
| Allocate a specific benefit officer to each claim | This has now been done and is fully operative from 2006. |
| Clearer signs for disabled access to building | This has been referred to Facilities |
| More privacy for customers needed at counter | Will be reviewed as part of reception area review |
Benefit Visiting Officer Survey - May 2006
| Question | Result | % | Action |
|---|---|---|---|
| Was the Visiting Officer identifiable as a Council Employee |
Yes No Not answered |
89 6 5 |
Now part of Code of Conduct for Visiting Officers to show identity on initial greeting |
| How was Visiting Officer’s appearance |
Presentable/smart Satisfactory Poor Not answered |
90 8 0 2 |
No further action |
| How was Visiting Officer’s manner |
Very good/good Satisfactory Poor Not answered |
92 6 0 2 |
No further action |
| Satisfied with Visiting Officer’s ability to assist |
Totally/largely Partially Unsatisfied Unanswered |
89 8 0 3 |
No further action |
| Inaccurate advice given |
Yes Largely No n/a |
16 3 59 22 |
Training to be given to extend knowledge |
| Was the Visiting Officer able to provide on the spot information |
Yes No n/a |
61 3 36 |
No further action |
| If leaflets provided were they useful |
Yes Fairly No n/a |
21 6 0 73 |
No further action |
| Ways to improve Service | Action |
|---|---|
| Appointments after 4pm | To include in work schedules |
| Appointments to be made by telephone | To include in work schedules |
| Ways to improve access to Service | Action |
|---|---|
| Automated bank payments rather than cheques | New system live from July 2006 |
| Less paperwork | Development of remote working will improve this |
| More information about possible entitlement | New leaflet to be worked on during 2006 to guide customers through benefit system and web calculator |
| Extend opening times to Saturdays | Cannot facilitate due to Health and Safety requirements |
| Faster claims processing | This is steadily improving following the restructure of the benefit office |