Customer experience update
In March this year, we were working on two things to get a better understanding of how well we are serving our customers.
- To find out what our employees think about our customer service strategy with the ServCheck survey.
- To get feedback from our customers on their satisfaction with us through the Business Benchmarking survey.
Business Benchmarking Customer Satisfaction Index
The surveys are now completed and we received a good response. We can now look at your feedback and determine what our focuses should be.
The Customer Satisfaction Index (CSI) is a way of measuring how happy customers are. Our score was a bit lower than the UKCSI average. We're going to look at the results and see what we can do better.
Thank you for supporting us with your views.
Our Business Benchmarking CSI
Staffordshire County Council (Business Benchmark) = 67.1
Public Services Local (UKCSI) = 70.6
UK all sector average (UKCSI)) = 76.0
Satisfaction by channel
We did better than the UKCSI for in-person interactions and telephone interactions. We are proud of this and it shows how important great service is to us.
Customer satisfaction through our electronic and written channels were not great. Especially in how fast, how well, and how nicely we handled complaints.
Our customer effort scores were not too bad, with a rating of "medium effort".
The good news is, our Net Promoter Score went up.
Our commitment
We will compare your results with our employee survey. This will help us identify how to change moving forward, so that your experience is even better.
A Customer Experience Conference has recently taken place which all senior leaders from Staffordshire County Council attended.
Where we make changes as a result of your feedback, we will be letting you know and keeping this page updated.