Customer satisfaction surveys

One-stop reception
Comparison - December 2004 to June 2007
Overall satisfaction levels have risen. Question 3 has been discontinued because customers seemed to be consistently happy with this area of the service.

 One stop reception survey (11 kb)

Helpline
Comparison - December 2004 to June 2007
Overall satisfaction levels have risen. Questions 2 and 3 have been discontinued in order to consolidate the survey and elicit more specific responses.

 Helpline survey (20 kb)

Parking correspondence
Comparison - December 2004 to June 2007
Overall satisfaction levels have risen and dissatisfaction has dropped. Most noteworthy is the rise in satisfaction related to the speed of response. The introduction of a telephone messaging system in January 2007, is considered to have been key in freeing staff from telephone duties to responding to representations and achieving our targets, as laid out in our charter.

 Parking correspondence survey (27 kb)

Parking shops
Comparison - May 2005 to June 2007
The results from all three parking shops remain extremely high. Although fluctuations occur, since satisfaction levels are consistently over 90%, there appears to be no need for concern or remedial action.

 Parking shops survey (16 kb)