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Customer Satisfaction
Customer Satisfaction Surveys
Sheffield City Council encourages and welcomes feedback across the full range of our services irrespective of how customers have accessed these services.
Customer feedback is an important means of letting us know how we are performing, and it also helps us to focus on ways of improving the services we deliver to ensure that customers are satisfied and we demonstrate value for money.
We welcome and value comments, complaints and suggestions about how we run our services.
All customers are given the opportunity to complete a customer satisfaction survey. The results of which are fed back to our Management Team who monitor and analyse them.
Results for Quarter 1 - May - June 2008
Questions | Q3/Q4 2007/8 | Q1 2008 | Q2 2008 | Q3 2008 | Trend if applicable |
Nos Surveys Received | 523 | 152 | - | - | - |
Satisfaction Level | 89% | 94% | - | - | Up |
Best way to get in touch - in person | 66% | 51% | - | - | - |
Best way to get in touch - by phone | 29% | 45% | - | - | - |
Staff Helpful & Polite | 99% | 100% | - | - | Up |
Treated Fairly & Sensitively | 97% | 99% | - | - | Up |
Staff Introduce themselves & ID* | N/A | N/A | - | - | - |
Action taken** | 95% | 70% | - | - | Down |
Quality of written information*** | 97% | 76% | - | - | Down |
Summary
- In August 2007 89% of customers were satisfied with the overall service received, this has increased to 94%
- 45% of customers feel the best way to contact us is via telephone. As a result of this our Health and Housing team are offering telephone assessments, see our Health & Housing page for further details, and we hope to extend this across the service.
- Customers have consistently found our staff helpful and polite. This has increased from 99% (September 2007 - March 2008) to 100% so far this quarter.
- * Staff introduce themselves and show some form of identification - 71% did not record an answer to this question so we will be making the question clearer.
- ** Action taken - 28% did not record an answer
- *** 24% felt that written information given to them was not easy to understand. From this we will be reviewing all our written information to ensure it is in plain English and can be easily translated.
The next set of results will be published here for Quarter 2 July - September 2008.
Tell Us What You Think
Remember you can also help us to improve our services by giving your feedback using the Tell Us What You Think form.
Contact Us
How you can help us to improve our services to you
We wish to provide the best available solutions for vulnerable people in housing need. If you wish to comment please go to our contact details.
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