The Corporate Feedback Procedure was launched on
1st April 2009 and replaced the Complaints
Procedure. The new format was designed to gather positive as
well as negative feedback and therefore has 4 categories as
follows: compliments, comments, concerns and
complaints.
Customer feedback on our services gathered
this way is shared with the Senior Officer Group at the end of each
quarter and the quarterly Performance Clinics to enable discussion
of any issues that need to be addressed as well as any positive
feedback to the Officers.
Please see below the quarter 1 return for
2009/10.
|
1st Quarter of
09/10
|
Number of customer
complaints
|
Number of customer
compliments
|
Number of customer
comments
|
Number of customer
concerns
|
Completed within 15
days
|
|
Customer Service
|
3
|
2
|
|
1
|
100%
|
|
Environment
Service
|
3
|
5
|
|
7
|
100%
|
|
Resource Service
|
1
|
|
|
1
|
50%
|
|
Community Service
|
3
|
1
|
1
|
12
|
53%
|
|
Corporate Total
|
10
|
8
|
1
|
21
|
|
|
Corporate Feedback for
Quarter 2 (July – Sept) of 2009/10
|
Number of customer
complaints
|
Number of customer
compliments
|
Number of customer
comments
|
Number of customer
concerns
|
Completed within 15
days
|
|
Customer Service
|
5
|
1
|
0
|
2
|
89%
|
|
Environment
Service
|
6
|
9
|
0
|
2
|
82%
|
|
Resource Service
|
0
|
0
|
0
|
1
|
100%
|
|
Community Service
|
6
|
0
|
1
|
2
|
56%
|
|
Corporate Total
|
17
|
10
|
1
|
7
|
|
|
Corporate Feedback for
Quarter 3 (Oct-Dec) of 2009/10
|
Number of customer
complaints
|
Number of customer
compliments
|
Number of customer
comments
|
Number of customer
concerns
|
Completed within 15
days
|
|
Customer Service
|
3 |
7 |
0
|
0
|
100%
|
|
Environment
Service
|
5 |
14
|
0
|
2
|
95%
|
|
Resource Service
|
0 |
0
|
0
|
0
|
0%
|
|
Community Service
|
6 |
0
|
0
|
0
|
17%
|
|
Corporate Total
|
14 |
21
|
0
|
2
|
37 |
|
Corporate Feedback for
Quarter 4 (Jan-Mar) of 2009/10
|
Number of customer
complaints
|
Number of customer
compliments
|
Number of customer
comments
|
Number of customer
concerns
|
Completed within 15
days
|
|
Customer Service
|
7
|
7
|
0
|
0
|
100%
|
|
Environment
Service
|
7
|
13
|
1
|
2
|
40%
|
|
Resource Service
|
1
|
0
|
0
|
0
|
0%
|
|
Community Service
|
10
|
0
|
1
|
0
|
36%
|
|
Corporate Total
|
25
|
20
|
2
|
2
|
49 |
Feedback Statistics 2010/2011
Carole Dew
Head of Customer services
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