Customer Service Centre - performance

One of the most important measures we have for our performance is from our customer feedback.

We currently only assess face to face feedback across the three sites. In the period 2011/2012 overall satisfaction was 91%. Over the next year we aim to gain feedback from customers who contact us using our telephone service, in the meantime we conducted a mystery customer exercise across Devon authorities. The results showed that overall we outperformed the other authorities included.

Within the Customer Service Centre we also aim to:

handle 80% of our enquiries at first point of contact
answer 80% of our telephone calls within 18 seconds
answer over 95% of calls offered
reply to all emails within 24 hours

We may also record calls for monitoring and training purposes and strive to undertake the following:

when we speak to you we will say good morning or afternoon
give our name and ask how we may help you
take ownership to ensure if we can't help you we will find someone who can
advise you of the next steps so you know what is happening at all times

Customer Service Centre latest report

During the month of April 2013 the Customer Service Centre handled 8020 external enquiries and 3579 calls through the switchboard.

The below table illustrates the interactions received during the month for each department. Environmental Health and Housing and Refuse and Recycling remain consistently the highest enquiry types.

Percentage of customers handled within corporate standards

Customer Service Centre Objectives

We aim to handle 80% of interactions at first point of contact, this month we recorded handling 96% of our interactions at first point of contact.
We aim to answer 80% of telephone calls within 18 seconds, this month we recorded 71%.
Our average call waiting time this month was 17 seconds.
We aim to have an abandoned call rate target of 4%, this month 4% of calls were abandoned before an advisor could answer.
We aim to reply to all emails within 24 hours, we answered 98% of emails within this target this month.

If you have any questions or would like more details regarding our performance or would like further information about the Customer Service Centre please contact us at - customerservices@northdevon.gov.uk.

January 2013 (Word 1.62 MB)
February 2013 (Word 1.55MB)
March 2013 (Word 2.53MB)

Contact information

To contact the Customer Service Centre:

Telephone: 01271 327711
For Typetalk: precede with 18001
Text: 07624 804042
Fax: 01271 388451
Email: customerservices@northdevon.gov.uk