Issue - meetings

To consider the 2^nd Quarter Monitoring Report for Customer Services for 2013/14.

(Report attached)

A report which provided details of customer feedback data for the second quarter of 2013/14, along with transactional data relating to the Customer Service Centre was received by the Committee.

It was reported that numbers of complaints for this quarter had been almost double those recorded for the first quarter and this was attributed to the teams undertaking transformation work being much better at capturing customer contact than had previously been the case. The Committee was also informed that data for face to face demand at the Customer Service Centre prior to January 2013 were not considered to be as robust as might be wished.

RESOLVED that

the contents of the report be noted.