Customer Satisfaction
We actively encourage our customers to make comments about our services and the way they are delivered. We use these comments to improve our service.
Customer Satisfaction
We monitor customer satisfaction by surveying our two key customer groups: the bereaved and funeral directors. You may access the results of these surveys by downloading the documents at the end of this page.
Customer Comments
We place comment cards in our waiting areas and in our halls of remembrance. The comment cards are analysed and where appropriate and possible, actioned. You can access the comment card analysis by downloading the document at the end of this page.
Complaints
Complaints are investigated in accordance with the Council’s “Tell Us What You Think” procedure. In 2003/4, we received 19 complaints of which 5 were upheld. In 2004/5, 8 complaints were received, of which only 1 was upheld. In 2005/6 we received only 4 complaints of which one was upheld.
Questionnaire of Complainants
We use a questionnaire to check back with complainants to find out how satisfied they were with the complaints procedure. The following tables give the results for the last 2 years:
Was your complaint handled with respect and courtesy?
| YEAR | NUMBER | YES | NO |
2003/04 | 19 | 100% | |
2004/05 | 8 | 100% | |
| 2005/06 | 4 | 100% |
Was our response to your complaint within the Council’s recommended timescale?
(full response within 7 days or acknowledged within 7 days and full response within 28 days)
YEAR | NUMBER | YES | NO |
2003/04 | 19 | 100% | |
2004/05 | 8 | 100% | |
| 2005/06 | 4 | 100% |
Monitoring Core Business Standards
Our Customer Charter and our leaflet ‘Customer Service Charter, Meeting Your Needs’ fully explains all the standards you should expect from Bereavement Services. We have decided to monitor continually 10 of our core standards. The results of monitoring April to September 2007 can be downloaded below and clearly show that we are performing to our published standards.
Where our monitoring shows that there has been a dip in performance, we have indicated what we are doing about it.
Downloads
Results from Questionnaires returned to Bereavement Services from April to September 2007 (32.5 KB)
Bereavement Services Complaints results April - September 2007 (35.5 KB)
Bereavement Services Compliments and Thanks April - September 2007 (35 KB)
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