Northamptonshire County Council - Customer Service Centre, Customer Satisfaction Survey January 2013 to January 2015

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1 Northamptonshire County Council - Customer Service Centre, Customer Satisfaction Survey January 2013 to January 2015 Satisfaction by Service Overall I was satisfied with the service I received from the person I spoke to today Overall, the Customer Service Centre scored a 91% satisfaction rating, for surveys completed between January 2014 and January 2015 a 5 percentage point increase on the previous year. People were most satisfied with Adult Social Care and Adult Social Care calls, but less satisfied with School Admissions calls however this still scored highly at 88% Adult Learning 541 Adult Social Care 198 Blue badge 328 Children's Social Care 19 Library service 448 Other 357 Registration Service 1327 Roads and Highways 645 School Admissions 341

2 I was happy with the time it took to answer my call Proportionally, more people were happy with it took to answer their Adult Social Care call than any other call type despite the average wait time for ASC calls only being 9 seconds shorter than the average time for the rest of the calls (17 seconds, compared to 26 seconds). None of the call types had long average wait times, suggesting that the responses to this question are more dependent on the customers feelings regarding their call than the actual time they spent waiting Roads and Highways 660 Adult Learning 549 Library Service 461 Adult Social Care 201 Other 362 Blue badge 336 School Admissions 343 Registration Service 1354 Children s Social Care 23

3 The person who answered my call was polite, friendly and welcoming All services scored highly on this question in 2014, and all services improved on their scores from the previous year. Children s Social Care scored the lowest satisfaction rating at 80% - however, there was a very low number of responses to this question. Adult Learning 542 Adult Social Care 198 Blue badge 332 Registration Service 1324 Roads and Highways 655 Library Service 452 Other 358 School Admissions 336 Children's Social Care 20

4 The person who answered my call fully understood my needs Similarly to other questions, Adult Social Care and Adult Learning calls scored highly, whereas Children s Social Care and School Admissions scored relatively low. Again, all call types scored higher than their total for the previous year. The fact that 95% of Adult Social Care respondents (4 percentage points higher than the previous year) felt that the Adviser fully understood their needs is very good feedback for this service in the CSC. Adult Learning 538 Adult Social Care 198 Blue badge 331 Children's Social Care 19 Library service 451 Other 358 Registration Service 1317 Roads and Highways 647 School Admissions 336

5 The person who answered my call treated me fairly and sensitively This question was the highest scoring of the responses from Children s Social Care customers 84% (16/19) replied that the person who answered their call treated them fairly and sensitively. Adult Learning 537 Adult Social Care 197 Blue badge 331 Children's Social Care 19 Library service 450 Other 358 Registration Service 1314 Roads and Highways 643 School Admissions 336

6 My query wasn t completed today but I was fully informed of the next steps Adult Social Care calls score highly on this at 93% - better than any other service. Adult learning and libraries calls do not score well further analysis needs to be carried out to find out why the customer is not feeling fully informed of what will happen next should their query not be resolved at the time of the call. Please note the sample for this question is very small. Adult Learning 31 Adult Social Care 42 Blue badge 34 Children's Social Care 8 Library service 29 Other 34 Registration Service 109 Roads and Highways 196 School Admissions 65

7 Before you called, had you already tried to answer your query using the council website? Base: 3,803 Overall, 35% of the respondents had already tried the Council website before calling the Customer Service Centre so we can assume they were unsuccessful in solving their query this way. The call type with the highest proportion who had already tried the website was Adult Learning. This service should be fully available online with a few exceptions but the site experienced many technical issues during the last year, which lead to increased phone calls. 43% of calls classed as other had already tried the website further analysis of the CRM data on this type of call is recommended to investigate the details of this call type and identify where the web content could be improved, refined, made more user friendly, made easier to find, or added to. School Admissions 176 Other 195 Roads and Highways 356 Children's Social Care 30 Registration Service 673 Adult Learning 439 Library Service 355 Blue Badge 214 Adult Social Care 121

8 Comments Out of 4,523 completed surveys between January 2014 and January 2015, 367 respondents left verbatim comments. Many of these comments were complimenting the CSC on the service they had received over the telephone: I found them very appreciative and they were very helpful; and when you re worrying about making sure you re sorting out your blue badge correctly, it s nice to talk to someone who s very polite on the phone and very helpful, so thank you very much. It s really much appreciated. I d just like to say that the lady went out of her way to really help and go and find the answers to my questions today; really helpful and I couldn t ask for more. Thank you very much. The person I spoke to was very helpful; very knowledgeable and actually knew what she was talking about and very polite and I thank her for the information she gave me. Many commented on the website not fulfilling their needs: My husband tried the website to try to renew my blue badge; it seems to have come up as if you d defaced a blue badge or if you d lost one - not just if you wanted to renew. I must say that Emma from your team did us back this morning but to be honest I don t do computers so it was easier for me to use the phone and I had a very polite lady who helped me. Thank you. I m clicking on support for Adults and Older People on the Northamptonshire County Council Adult Care website. I have clicked it. I have then hovered for adults and older people. Then there are different buttons to click for various things. The one that seemed to be the most appropriate seemed to be Care Services Directory is it I wonder? Not really, and it doesn t seem to be appropriate. So I was forced to ring. We investigate all issues raised and make improvements where possible. Further comments described how the website was down, so they were forced to ring. I was trying to book an adult learning course and although the website appeared to accept my booking it refused to authorise payment so I had to telephone you. The lady I spoke to was very helpful, but I was unable to resolve my query on the website because the system for ordering birth certificates online is currently down. It s all resolved now, thank you. I was trying to renew some library books online the renewal system failed. And so I had to get in contact with someone who was able to renew the library books which worked beautifully. Turned out the website had renewed some books but not all books so it was throwing back an error message which was a bit frustrating but the person on the end of the phone was incredibly helpful and a great service. We apologise for the inconvenience caused. When customers cannot access third party sites we work with our suppliers to investigate and resolve these issues within agreed timeframes.