Clackmannanshire Council Online

Customer Service Standards

Customer Service Standards

Clackmannanshire Council's vision is to deliver an excellent customer experience and the highest possible standards for everyone who contacts us.

We believe that excellent service can be best achieved by

• treating you with fairness and respect when you deal with the council,
• developing trust though open, honest and simple communication,
• listening to your views and taking actions to improve, and
• making our services easy to access, efficient, effective and designed to meet your needs.

Our Customer Charter has been developed in consultation with customers and staff and outlines the standards we aim to provide.

There may be occasion where customers actions are deemed inappropriate and communication may have to be restricted. Our procedures for dealing with this are outlined in our Managing Unacceptable Behaviour Policy.

Customer Service Performance

We regularly review our Customer Service standards though consulting with our customers and publish our findings on this site. Our Customer Contact Centre and Community Access Points undergo satisfaction surveys on a quarterly basis and measure

• Delivery
• Timeliness
• Clarity of Information
• Professionalism & Staff Attitude
• Overall Customer Satisfaction