Your views count

The Benefits Service is always interested in customers' views.

Customer satisfaction surveys are issued on an annual basis asking for views on the services provided.

The Customer Services surveys ask questions relating to the experiences of customers at all contact points i.e. Reception,  Callcentre and Visits.

Surveys are usually distributed to customers over a two week period when they come into the Finance Reception. Customers who telephone the callcentre are sent a survey form in the post. Customers who receive a home visit are given a survey form to complete during the visit.

Responses to the surveys are collated and analysed in order to find out  where the customers think we are  performing well and where we can improve. Find out about the results of the latest satisfaction surveys.

We also use the results of the surveys to gain ideas from customers about possible improvements that can be made to the service.

Additionally we review issues raised in complaints and use these to improve the service where appropriate.

Comments made by customers on previous surveys, comment cards and complaints have resulted in several improvements, examples of some of these are given below:

• New benefit application forms will be assessed at first point of contact
• Baby changing facilities have been incorporated into the Finance Reception refurbishment plans

If you have any suggestions or comments on the service please contact us, we would like to hear from you.