Customer Service Standards & Performance
Our Aims:
- To deliver services that are accessible to all who want or need to use them.
- To present the Council in the best possible way at all times.
- To use the resources available to deliver the best possible service.
- To constantly improve by comparing our practice with the best and by analysing and learning from feedback from customers and staff.
Our Principles:
- Courtesy and a professional approach to contact with customers.
- Listening to what customers are saying.
- Aiming to help and provide customers with the service or the information they need.
- Learning from mistakes, experience and feedback.
- Working as a team to provide service excellence.
The Corporate Performance Standards Are:
- Visitors to wait no longer than 7 minutes at any reception point.
- Telephone calls to be answered within 20 seconds.
- Telephone calls to be answered within 90 seconds where the customers are held in a queue.
- Letters, faxes and emails to be responded to within 5 working days.
- Complaints to be acknowledged within 2 working days.
- Complaints to be resolved or responded to within 10 working days.
