Council Tax Customer Survey Results
Council Tax Adjustment Notice Survey - February/March 2006
| Question | Agree/Strongly agree | Disagree/Strongly disagree |
Don’t know or not applicable |
Action |
|---|---|---|---|---|
| Were staff helpful and polite | 81% | 5% | 14% | 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 | 74% | 12% | 14% | Further training will be provided to improve this performance |
| Easy to contact staff by telephone | 57% | 22% | 21% |
Telephone number of member of staff processing correspondence is being developed and will be given on all letters issued from the Service – new development – will keep situation under review Particular difficulties arise when recovery notices issued – have split 80% of posting days for these notices to ease congestion during 2006 |
| Easy to contact staff in person | 44% | 8% | 48% | Reception area review will allow easier system for Council Tax personal callers. |
| Satisfied with telephone service | 57% | 16% | 27% | See above |
| Satisfied overall | 60% | 12% | 28% |
| Ways to improve Service | Action |
|---|---|
| Changes on system take too long | Measures in place to improve performance |
| Better communication between Benefit and Council Tax staff | On Managers Meeting agenda for discussion |
| Assessment of Council Tax discounts should be available over the telephone | Discuss at Managers Meeting |
| A computerised telephone line without an operator that can answer basic enquiries | This will be reviewed during 2006 as part of customer relationship management project |
| Ways to improve access to Service | Action |
|---|---|
| Better call centre technology to advise when calls will be answered | This will be under review during 2006 |
| Supply an answerphone system and then telephone customers back | This will be reviewed during 2006 |
| More staff to provide telephone service | This area is being improved with the proposed implementation of all Council Tax staff having their direct line number on all documentation so that a customer can contact them direct. The exception to this is recovery notices – this will be reviewed in 2007. |
| Clearer signs in reception area and more privacy | This is included as part of the Reception Area review 2006. |
| Introduce an appointment system rather than queue | This will be put on the agenda for discussion with the Reception Area working group |
| Faster response to emails | This area is under review |
| Thorough staff training | Implementation of new Quality Assurance Officer should gradually improve this |