In line with Newcastle's Community Engagement Strategy and the Customer Service Strategy's Communication and Consultation Framework, Customer Services Division carries out an annual programme of customer satisfaction research.
Customer Services Division is continually reviewing its research schedule with a view to updating the research programme that is conducted to meet the demands of a constantly evolving service and to ensure continuing high levels of customer satisfaction are being maintained.
The Contact Centre undergoes an annual review of the service it provides across these lines of business: Council Tax, Envirocall, Repairs Centre, Parking, Payments and Switchboard. Here is the most recent survey:
- Contact Centre Survey 2013 February 2014 (pdf 975KB)
- Contact Centre Survey 2013 Executive Summary February 2014 (pdf 144KB)
The Customer Service Centres take part in a national benchmarking exercise to compare their performance to other similar council One Stop Shop-style services. A benchmarking survey is conducted twice a year and customers rate aspects of the service between 1 and 10. We regularly ask you for feedback on the services we provide to find out how well we are doing. Here is some information on the research we have conducted:
Future of Customer Contact Survey July 2012 (pdf 2.41MB)
Customer Service Centre Survey January 2012 (pdf 1.81MB)
Customer Service Centre Survey January 2011 (pdf 1.72MB)
You said...we did
The ramp access from the public car park to the Civic Centre CSC had heavy double doors to open in order to get into the CSC. The doors were automated as a result of a customer suggestion.
More External Agencies
A customer asked for the charity Five Lamps to be based at the West End CSC, offering Youth Services, Financial Inclusion, Enterprise, Employability, and we provided the base for their surgery.
Customers have been requesting Citizens' Advice Bureau (CAB) services for some time. There has been a period where CAB funding issues prevented them from delivering services from CSC locations. But from January 2012 CAB will form a partnership with Welfare Rights to provide advice to customers at the East End CSC.
At Kenton CSC a customer asked for additional seating in the waiting area. We increased the seating provision from blocks of 4 to blocks of 6 seats. We took the opportunity to upgrade and replace existing seating with a harder wearing material throughout the CSC and Library area.
Book and Pay Online
Envirocall developed an online form to book appointments for services. After feedback around not being able to pay at the same time, the form was extended to include the facility to pay for services where payment was due, enabling customers to self serve the whole process 24/7.
High level chairs
We provided high level chairs in our CSCs to help people to sit down and stand up more easily. This is in addition to low level soft seating and chairs with arms.
All our CSCs have facilities for you to make electronic payments by debit or credit card for council services.
External agency services
Our CSCs accommodate a wide range of services provided by other public sector organisations, charities, voluntary and community organisations. Please check with your local CSC to find out what services are currently on offer.
The following documents help to shape the way we consult with our customers.
- Consultation and Communication Framework (pdf, 125kb)