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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:
   

Dec 2016

%

Mar  2017

%

Jun  2017

%

Oct  2017

%

Time taken for call to be answered Excellent 55 59 37 62
Very good 28 30 46 31
Average 12 8 15 6
Poor 4 0 2 0
Very poor 1 2 0 2
Helpfulness and politeness of staff in dealing with call Excellent 51 64 50 69
Very good 39 32 46 27
Average 10 3 4 4
Poor 0 0 0 0
Very poor 0 0 0 0
Clarity of information provided by adviser Excellent 45 63 52 71
Very good 43 29 43 25
Average 12 5 4 2
Poor 0 1 2 2
Very poor 0 1 0 0
Staff ability to answer enquiry first time Excellent 41 54 43 73
Very good 32 32 45 19
Average 25 6 9 6
Poor 2 2 0 0
Very poor 0 3 4 2
Satisfaction with initial contact with Contact Centre Very satisfied 58 77 59 75
Satisfied 38 19 35 21
Neutral 2 0 4 2
Dissatisfied 2 2 2 2
Very dissatisfied 0 1 0 0
2. Community Access Points (CAPs):
   

Dec 2016  

%

Mar 2017

%

Jun 2017  

%

Oct 2017 

%

Time waiting for service Excellent 94 90 90 94
Very good 4 9 10 4
Average 0 1 0 1
Poor 2 0 0 0
Very poor 0 0 0 1
Helpfulness and politeness of staff in dealing with enquiry Excellent 98 96 94 96
Very good 2 48 6 3
Average 0 0 0 0
Poor 0 0 0 0
Very poor 0 0 0 1
Clarity of information provided Excellent 87 88 86 92
Very good 11 10 14 6
Average 2 0 0 0
Poor 0 0 0 0
Very poor 0 0 0 0
Not applicable 0 2 0 2
Staff ability to answer enquiry first time Excellent 87 88 82 95
Very good 9 10 6 3
Average 2 1 2 0
Poor 0 0 2 0
Very poor 0 0 0 0
Not applicable 2 1 8 2
Satisfaction with service provided by local office Very satisfied 92 92 96 95
Satisfied 4 8 0 3
Neutral 2 0 2 1
Dissatisfied 2 0 0 0
Very dissatisfied 0 0 0 1

For Further Information Contact

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