Customer feedback on the draft service standards
As part of reviewing how we do things we have
been updating our service standards that is to say to share with
our customers clear expectations on the standard of services they
can expect to receive from us.
This report contains comments and opinions
made by our customers on the revised draft Service Standards
leaflets.
Customers Views
May 2009 the 'Tenants Voice' Editorial Team
were asked to read through the draft leaflets and were invited to
comment openly and honestly about what they liked and what they
wanted to see changed.
The tenants found the discussions useful and
interesting.
Issues raised
- They liked the use of local photographs as
opposed to sterile clip art inserts;
- They wanted to see the wording
‘Standards you can expect to receive’ used as it was felt was more
meaningful as customers;
- They liked the wording that links each
service to the Council’s Corporate Objectives;
- They liked to see the standards are being
monitored but wanted to take out any wording that they felt was
jargon and replaced with the text Performance measure/ targets and
how frequently the standards are monitored;
- They liked the visual look to the tables to
show performance details and felt it made it was easy to read;
- They felt confidential reporting should be
emphasised when reporting HATE Crime;
Overall the 'Tenant Voice' were positive about
the new standards of service and would want to see these widely
available to all our customers in the future.
The new standards of service were also
discussed by TCG (Tenant Consultative Group) and at customer focus
group meetings.
Customer Survey
An on line survey was available for 4 weeks to
broaden out the opportunity for more of our customers to let us
know their comments.
The feedback received showed that most people
found the draft leaflets very useful and provided enough
information.
This feedback has enabled us to develop
Standards of Service that
are important and
meaningful to our customers.
It has helped us to see what we needed
to change in the draft leaflets and the majority of
suggestions have been built in.
What was evident from this
consultation;
- Tenants found the discussions positive and
useful;
- People wanted to tell us their thoughts;
- Standards of service and monitoring these
will give our customers clear expectations of the level of service
they can expect to receive from us.
- Service standards = improved services = high
customer satisfaction levels.
Standards of service leaflets will now be
included in the new tenants welcome pack as well as available at
Marmion House reception area and can be posted out on request.