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Clackmannanshire Council Online

Customer Satisfaction Results

Customer Satisfaction Results

Contact Centre and Community Access Points (CAPs)

The latest customer satisfaction results for the Council's Contact Centre and Community Access Points are as follows:

1. Contact Centre:
   

Jun  2017

%

Oct  2017

%

Dec 2017

%

Mar 2018

%

Time taken for call to be answered Excellent 37 62 59 47
Very good 46 31 21 28
Average 15 6 10 19
Poor 2 0 0 6
Very poor 0 2 1 0
Helpfulness and politeness of staff in dealing with call Excellent 50 69 71 57
Very good 46 27 18 36
Average 4 4 0 7
Poor 0 0 1 0
Very poor 0 0 1 0
Clarity of information provided by adviser Excellent 52 71 58 60
Very good 43 25 29 36
Average 4 2 0 4
Poor 2 2 3 0
Very poor 0 0 1 0
Staff ability to answer enquiry first time Excellent 43 73 73 55
Very good 45 19 21 36
Average 9 6 3 4
Poor 0 0 1 4
Very poor 4 2 1 0
Satisfaction with initial contact with Contact Centre Very satisfied 59 75 69 62
Satisfied 35 21 17 38
Neutral 4 2 1 0
Dissatisfied 2 2 1 0
Very dissatisfied 0 0 3 0
2. Community Access Points (CAPs):
   

Mar 2017

%

Jun 2017  

%

Oct 2017 

%

Dec 2017

%

Time waiting for service Excellent 90 90 94 99
Very good 9 10 4 1
Average 1 0 1 0
Poor 0 0 0 0
Very poor 0 0 1 0
Helpfulness and politeness of staff in dealing with enquiry Excellent 96 94 96 100
Very good 48 6 3 0
Average 0 0 0 0
Poor 0 0 0 0
Very poor 0 0 1 0
Clarity of information provided Excellent 88 86 92 98
Very good 10 14 6 2
Average 0 0 0 0
Poor 0 0 0 0
Very poor 0 0 0 0
Not applicable 2 0 2 0
Staff ability to answer enquiry first time Excellent 88 82 95 99
Very good 10 6 3 1
Average 1 2 0 0
Poor 0 2 0 0
Very poor 0 0 0 0
Not applicable 1 8 2 0
Satisfaction with service provided by local office Very satisfied 92 96 95 98
Satisfied 8 0 3 0
Neutral 0 2 1 2
Dissatisfied 0 0 0 0
Very dissatisfied 0 0 1 0

For Further Information Contact

Customer Services
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: