Customer service performance

Our customer service standards

We are committed to providing the best possible services for everyone who visits, lives or works in Peterborough. We have agreed a set of customer service principles which outline our aims.

When you visit us

We will:

  • ensure that you can access our offices
  • ensure our reception areas will be clean and welcoming and provide information about council services
  • ensure our reception staff see you promptly
  • make sure you see someone appropriate to deal with your enquiry or arrange an appointment for you, if necessary
  • provide an interpreter, or other support, if needed, (this may need us to make an appointment)
  • explain any delays of over 10 minutes to your arranged appointment
  • ensure the person dealing with your enquiry gives their name and wears a name badge.
  • make other arrangements with you, if you cannot visit one of our offices.

When we visit you

We will:

  • explain who we are and show you an authorised identification card
  • explain the purpose of our visit.

Effective two way communication

We will:

  • agree the nature of your enquiry with you and discuss when you can expect us to resolve it (if possible)
  • keep you informed on the progress and final outcome of your enquiry, what happened last, what will happen next and when it will happen.

When you telephone us

We will:

  • aim to answer your call within 20 seconds (5 rings)
  • provide our name to allow you to follow up with another call if necessary
  • thank you for your call
  • aim to direct you to the person you ask to speak to, or to someone else who can deal with your enquiry
  • if the person you need to speak to is not available, we will try to help, take a message or arrange for someone to ring you back
  • if you leave a voicemail or answerphone message, we will aim to call you back within 1 working day.

Putting things right

We will do our best to identify and address the cause of customer dissatisfaction to prevent further incidents.

Courtesy and helpfulness

We will:

  • be polite, positive, helpful and treat you with respect and fairness.
  • ensure our staff are highly trained and proactive.
  • listen carefully in order to understand and respond to your needs.
  • tell you our name and wear a name badge.
  • give you an explanation of our actions.
  • do everything we can to resolve your query to your satisfaction

In addition:

  • If we are unable to resolve your enquiry, we will forward it to the appropriate person.
  • Where appropriate, we will keep a progress record on your enquiry and any advice we gave showing what has been done, by whom and when.
  • We also expect customers to maintain certain standards and we will not tolerate abuse of staff.

When you write to us (including fax and email)

We will:

  • aim to acknowledge your e-mail within one working day of receipt
  • aim to reply to your correspondence within 10 working days of receipt, and if we cannot achieve this write and let you know when a full reply will be sent
  • ensure our reply identifies the person who is dealing with your enquiry so that you know who to contact if you need to.

Customer services performance - May 2017

Indicator
Performance
Number of calls answered 29326

% of all calls answered

Call volumes were greater than expected leading to some delays in calls being answered. Improved gathering of customer contact information also increased call handling times.

73%
First call resolution  93%
Number of emails answered within 10 days 4399
Number of letters answered within 10 days 11
Number of customers served (reception & cash office) 10153
Number of complaints received about Peterborough Direct service 8
Number of compliments received about Peterborough Direct service 12


Customer satisfaction survey results - February 2017

Indicator
Performance
Customers surveyed who were either satisfied or very satisfied with the service provided    98.2%

Customers who thought speed of answer was good

100%
Customers who, expressing a preference, thought advisors were polite & friendly 50%
Customers who thought staff were unhelpful 0%
Customers who thought they were treated fairly by the member of staff who dealt with their query 100%
Customers who understood the information given to them by a member of staff 99.2%


Face to face in the customer service centre - February 2017

Indicator
Performance
Customers who were satisfied with quality of service received 99.6%
Customers who thought they had been treated fairly 100%
Customer who thought waiting time was acceptable 97.2%
Customers who thought opening times were convenient 98.4%
Customers who, expressing a preference, thought the member of staff was polite & friendly 83.5%
Customers who thought staff were unhelpful 0.4%
Customers who understood the information given to them by a member of staff 100%