Customer Satisfaction High Level Results presented to Cabinet 15 th July 2013

Survey Process (1) Braintree District Council undertook a survey using a number of light touch methods Aim : to gather a snapshot of Customer Satisfaction Objectives : to identify and explore –Satisfaction levels with four priority questions taken from the ‘Place Survey’ –Satisfaction levels with the Council’s super-services

Survey Process (2) Survey and methods undertaken in two parts 1.June – September 2012 Customer Service Centre (CSC) via the telephone when customers called inward bound Face to face in reception areas 2.October 2012 – February 2013 Paper copies via Contact magazine ECC Tracker survey for four primary ‘Place Survey’ questions Online form and ‘e-Contact’ newsletter, twitter, facebook – continuous

Survey - The Numbers Outputs CSC Telephone & face to face Web & ‘e-Contact’ ‘Contact’ Magazine ECC Tracker Inputs 451 returned 66 returned online 413 returned 529 returned Total returns 1460 out of 147,084 population Methods of survey ‘self completion’ and ‘random selection’

Groups

Results of Four Primary Questions

Comparing BDC to National Average

Services

Customer comment trends Desires Kerbside glass recycling Better shopping facilities in the towns Praise Recycling scheme and operational service crews Complaints Litter and dog fouling Overgrown, un-kept areas, verges, don’t clear up afterwards Witham residents feel second best to Braintree Lack of local buses Car parking issues, on grass verges, cost and lack of in town, roadside Condition of pavements and roads

And finally…