Customer Satisfaction

Customer Service Excellence logo

There are many ways to measure customer service, how quickly telephone calls are answered, how long each call takes, how many visitors we have, how long to serve each customer. The list goes on but how can you quantify what is arguably the most important measure - customer satisfaction?

The acid test has to be what the customer thinks of the service they received and that's just what we measure in Customer Service.

How do we know what the customers think?

We measure customer satisfaction in several ways;

  • We telephone a random sample of customers who have contacted us and ask them to take part in a brief survey. If the customer agrees, they are asked three questions, there is an opportunity for the customer to leave comments or discuss any aspects of the service they received.
  • Customers contacting us online are invited to complete a customer satisfaction survey.
  • For customers visiting our reception there is the reception customer suggestion card. 
  • A number of our customers meet up and mystery shop us on specific areas each year, they use a variety of methods to do this including coming into reception, telephoning, emailing and writing, the results are collated and improvement plans implemented.
     

Here are the results of the latest telephone surveys carried out between 

November and December 2014

Very satisfied Satisfied Neither satisfied nor Unsatisfied Unsatisfied Very unsatisfied
How quickly we answered your call 67.2% 29.3% 3.45% 0% 0%
The overall service you received from the Customer Service team
74.14% 17.24% 5.17% 3.45% 0%

October 2013 and January 2014

Very Satisfied Satisfied Neither satisfied nor unsatisfied Unsatisfied Very unsatisfied
How quickly we answered your call 63.8% 15.9% 11.6% 5.8% 4.3%
The overall service you received from the Customer Service team
82.6% 13% 2.9% 0% 1.4%

August and October 2013

 

Very Satisfied Satisfied Neither satisfied or dissatisfied Dissatisfied Very dissatisfied
How quickly we answered your call 50% 29.2% 12.5% 4.2% 4.2%
The overall service you received from the Customer Service team
75% 12.5% 8.3% 4.2% 0%

 April and August 2013

Very Satisfied

Satisfied

Neither satisfied or dissatisfied

Disatisfied

Very disatisfied

How quickly we answered your phone calls

54.7%

25.3%

10.7%

4%

5.3%

The overall service you received from the Customer Service team

64%

18.7%

9.3%

1.3%

6.7%

July and September 2012

We asked customer the following questions:

Very Satisfied

Satisfied

Neither satisfied or dissatisfied

Dissatisfied

Very Dissatisfied

How quickly we answered your telephone call

69.3%

22.9%

1.9%

3.8%

1.9%

The overall service you received from Customer Service

77.1%

16.2%

2.9%

2.9%

1.9%

 

 

April and June 2012.

Very Satisfied Satisfied Neither satisfied or dissatisfied Dissatisfied Very dissatisfied
How quickly we answered your telephone call 50% 39.8% 5.1% 4.1% 1%
The overall service you received from Customer Service 81.6% 13.3% 5.1% 0% 0%

Online customers

To improve the online customer experience we have introduced live help and Your Winchester, an integrated web and mobile device reporting system help as a feature on our website.

Customers clicking on the live help tab are connected to customer service advisors who are able to answer questions and help customers to find the information they are looking for on the website.

At the end of the live help conversation customers are asked if they would like to complete a survey to give their views of the service, first survey results are detailed below.

How was the overall service you received through Live Help today?

Month Excellent Good Fair Poor
October 55.6% 37% 7.4% 0%
November 45% 53% 1% 1%
December 72% 21% 4.7% 2.3%

Online customer feedback

  • No just carry on the excellent work
  • So far everyone I have dealt with has exceeded my expectations
  • Really easy and quick to use, issue dealt with immediately - really impressed
  • You are doing well as you are - Happy Christmas
  • The live help was excellent, but I only found it because a colleague had used it before - it needs to be more prominent on the web site.
  • None, my question was answered quickly and accurately
  • Keep up the good work. Many thanks
  • Make a bigger thing of the Live Help, it's much easier than being bounced from email to email and being put on hold by three different people!
  • Thanks for the swift and polite response
  • Live chat is a brilliant and fast response service and much appreciated

You said - we listened

  • You said that we were taking to long to respond to your online and email enquiries, we changed our working patterns to start at 7.30 and deal with most enquiries within 48 hours
  • Housing customers asked for a dedicated telephone line, we introduced 01962 848 400 as the housing line ensuring that customers calling this number can bypass the main menu system and speak to an advisor trained in housing enquiries.
  • We introduced live help to the website to help customers to find what they are looking for on the website.
  • To help customers contacting us on mobile devices we developed the Your Winchester app and now approximately 1500 customers have downloaded the app and use it to report a wide variety of issues as well as a way of accessing our website from mobile devices.
  • We now aim to answer most enquiries within 48 hours, more complex enquiries may need to be referred to a specialist team and take longer to answer, possible up to 10 working days, if this is the case we will contact customers to explain what is happening with their enquiry.
  • When customer told us they were experiencing problems contacting us during October and November 2011 we drafted in extra staff to deal with enquiries.
  • You have told us that our on hold music was awful, we agreed and invested in an ipod, loaded it with an eclectic playlist and from the comments we've had so far people seem to prefer it to the old stuff (although you can't please all of the people all of the time...)
  • We have also introduced changes to the way we work in peak periods to make sure we prioritise serving our customers. Like most customer service organisation we have peaks in customer enquiries, there are times of the day when we are particularly busy, for instance a Monday morning between 9.00 and 11.00 and most lunchtimes.
  • To help improve the experience we have introduced a callback system for telephone callers, if customers wait for more than 45 seconds in the queue they will be offered a callback. To choose this option all customers need to do is input their number when prompted and hang up, their place in the queue is held and one of our advisors will call back as soon as they are available, usually within 10 minutes.
  • It will help our customers if they could contact us outside of the peak periods or perhaps consider using a different method for non urgent enquires or reports, either by emailing, using the online enquiry forms or texting us.
  • Customers told us that it sometimes takes to long for us to respond to online enquiries so we made some changes to the contact us online page to make sure that the enquiries can be delivered to the right department cutting down on the time it takes customers to receive an answer.