Issue - meetings

Members considered a report on customer feedback from the year 2018/19, as well as looking at the customer contact data.

The following points were highlighted:

·         This was the first report on customer feedback using a new process agreed previously;

·         Both compliments and comments had increased in number, but complaints had decreased from the previous report;

·         Updates to customer satisfaction levels were reported through the Progress and Delivery paper, a quarterly report that was seen by Overview and Scrutiny, Prosperous Communities and Corporate Policy and Resources Committees.

Following questions and comments from Members, further information was provided:

·         Complaints for Waste Services and Street Cleansing have decreased, in part due to more specific reporting being able to break these complaints down. For example, missed bins only becomes a complaint when it was a repeated problem;

·         Comments were suggestions that WLDC could look at in the future.  Comments were grouped with complaints and compliments as being statements about a service.  The Customer Satisfaction Survey was more automated, but does work alongside the complaints, compliments and comments service;

·         Online forums such as Facebook were monitored for any feedback or questions for the Council.

RESOLVED to:

(1)  Note the content of the Voice of the Customer report;

(2)  Note that the processes and procedures used to gain insight into Customer Experience were robust and adequate.