Levels of customer satisfaction with North Somerset
Council services are high according to latest figures.
Customer satisfaction has reached 85%, according to the latest
mystery shopping survey. This is a 12% increase in overall
satisfaction with council services over the past year.
Mystery shoppers are used by the council to find out where
customers are receiving a good service, and where things are not
going so well. They write in, visit and telephone 12 of the most
commonly used council services, such as council tax, highways and
housing. The results are then reported back to the council so that
services can be improved.
The mystery shoppers made some very positive comments about the
high quality of service that they received. 100% said that the
person they spoke to was polite, 98% of staff members were
professional, and 96% were helpful.
Satisfaction with the Housing Service has particularly improved,
with the figure reaching 90%, a substantial increase from 63% in
the first year. The housing service also scored highly in their
email responses and telephone service, both scoring 90%.
Cllr Elfan Ap Rees, deputy leader of North Somerset
Council and executive member for housing, said: "I am delighted
with these results. It just goes to show that even when our
staff are dealing with some very difficult and often challenging
circumstances, customer service is always a priority. This is just
one of the reasons why we have been judged to be the top performing
unitary council in the country."
