Issue - meetings

Members considered the Annual Voice of the Customer Report, which summarised customer feedback from the year 2021/22 and analysed customer contact and the demand data.

2021/22 saw an increase in customer feedback and customer demand compared to the previous year. There had been an increase in the number of compliments received, a small decrease in the number of complaints received and a large increase in the number of comments received.

The average response time for complaints had increased slightly, but the number of upheld complaints had decreased. More information on learning from complaints was included in the report, along with examples of the different types of complaints received.

Customer satisfaction had decreased slightly compared to the previous year; for 2021/22, the satisfaction score for the main customer-facing services was 74%. Customer demand had increased throughout the year, and telephone and online methods continued to be the preferred method of contact, with over 90% of customers using those channels.

Although face-to-face contact was limited at the beginning of the 2021/22 period, it had increased towards the end with more people attending the Guildhall building; this had also been affected by the Job Centre Plus seeing more customers on an appointment basis. Overall customer contact and demand, and in particular the number of telephone calls received, increased dramatically from February to March 2022. The reasoning for this was outlined, including the new recycling service implementation, the start of the Green Garden Waste Period, and an increase in enquiries concerning the Household Support Fund, the Council Tax Energy Rebate and the war in Ukraine.

Following the increase in customer feedback received, the Customer Experience Officer benefited from extra resources during the 2021/22 period. A customer service officer had been assisting with the workload on a temporary basis, which was being assessed to make it into a permanent position.

Members noted the improved layout and the live case studies. Members noted the feedback as more transparent, and Members were aware of the issues surrounding the increase of cases due to the introduction of the purple lidded bins.

Having been proposed and seconded, upon taking the vote, it was unanimously

RESOLVED that: -

(a)         the contents of the Annual Voice of the Customer report be noted;

(b)         Members are assured that robust and effective measures are in place to improve the overall customer experience; and

(c)         the work of the Customer Experience Officer and the Councils ‘right first time’ approach be supported.