Issue - meetings

To consider details of customer feedback data for the third quarter of 2013/14, along with transactional data relating to the Customer Service Centre.

(Report attached)

Members considered details of customer feedback data for the third quarter of 2013/14, along with transactional data relating to the Customer Service Centre.

One of the headline figures for the third quarter was a reduction in complaints which was linked to the bedding in of new waste collection arrangements and a reduction in the complaints about that particular service change. Only one complaint that quarter had been escalated to the Head of Service and no complaints had been forwarded to the Local Government Ombudsman. There had, however, been a considerable number of compliments.

Customer Services staff were complimented on the report, which demonstrated the benefits flowing through from transformation, and also on the changes to the arrangement in the Town Hall Reception area which had resulted in much reduced queuing in that space.

RESOLVED that

the contents of the report be noted.