We measure and monitor our performance and customer satisfaction in a number of ways. For example:
- Customers contacting Council Connect are invited to complete an online customer satisfaction survey.
- Customers using Registration Services at our Register Officers are invited to complete a customer feedback survey.
- Customers visiting One Stop Shops and Libraries are invited to complete an online customer satisfaction survey.
- All general feedback including complaints, compliments and suggestions are recorded and analysed. Find more information on the quarterly and annual complaints and customer feedback reports webpages.
- Voicebox Resident Survey – a postal survey carried out every year with local residents who are randomly selected (results can be found below).
What you think about Customer Services…
- 87% of customers thought the standard of service they received from Council Connect, One Stop Shops and Libraries was satisfactory, good or excellent.
- 97% of customers registering a birth, death or marriage at our Register Offices during January 2015 were satisfied with the service they received.
Keynsham One Stop Shop Exit Survey (23rd Nov - 4th Dec 2015)
Results from exit surveys carried out at the Keynsham One Stop Shop:
- 90% of our customers were very satisfied with the overall service they received.
- The remaining 10% were fairly satisfied.
Download the full survey results here: 2015 Keynsham One Stop Shop Customer Feedback Survey (PDF 235KB)
One Stop Shop Exit Surveys (Nov - Dec 2013)
Results from exit surveys carried out at the Bath One Stop Shop, Riverside in Keynsham and The Hollies in Midsomer Norton:
- 89% of our customers were very satisfied with the overall service they received in our One Stop Shops.
- 5% of our customers were fairly satisfied, while 3% were neither satisfied nor dissatisfied.
- 3% were either fairly dissatisfied or very dissatisfied with the overall service.
Download the full survey results here: 2013 One Stop Shop Customer Feedback Survey (PDF 364KB)
Other service area satisfaction monitoring...
People and Communities (Quarter 1 2016/17)
We asked service users how satisfied they were with the services provided across the People and Communities Directorate.
Download the full results here: People and Communities - Customer Satisfaction Survey Results and Telephone Reporting Stats (Quarter 1 2016/17) (PDF 507KB)
Mystery Shopping Exercise (Aug - Sept 2015)
We asked Parents Carers Aiming High (PCAH) to contact teams/services to test our Customer Care Standards relating to telephone queries. The Services and teams they contacted for this exercise were Children’s Centres, Youth Connect, Admissions and Transport Team, Disabled Children’s Team, Family Information Service and the SEND Partnership Service.
Download the full results here: Mystery Shopping Exercise 2015 (PDF 291KB)
Housing Services (Quarter 1 2015/16)
Housing Services publish quarterly performance reports. Visit the Housing policies and performance webpage for more information.
Parks and Green Spaces (2015)
Parks & Green Spaces have conducted surveys to monitor their performance and customer satisfaction. View the results on the Parks & Green Spaces webpage.
Public Protection and Health Improvement (2015)
The Public Protection and Health Improvement service have conducted customer surveys to monitor customer satisfaction. View the results on the Public Protection and Health Improvement webpage.
Waste Services (June 2015)
Development Service Surveys (2014/15)
Planning & Building Control have conducted various surveys to monitor their performance and customer satisfaction. View the results on the Development Service webpage.
The large scale Voicebox Resident Survey aims to provide an insight into Bath and North East Somerset and its local communities and to capture resident’s views on their local area and council services. In 2011, 2012, 2013, and 2014 the questionnaires were posted to 3,150 addresses selected randomly in the local authority area. In 2015 and 2016 this was increased to 3,650 addresses.
The Voicebox Surveys carried out in 2011, 2012, 2013, 2014, 2015 and 2016 asked questions about:
- how satisfied residents are with the local area as a place to live and the way the Council run things
- the extent to which residents agree that the Council provides value for money
- whether the residents think the Council keeps residents well informed.
In 2011 a total of 1,072 residents completed the questionnaire, a response rate of 34%. In 2012 a total of 850 residents completed it, a response rate of 27%. In 2013 a total of 1,189 residents completed it, a response rate of 38%, in 2014 a total of 975 residents completed it, a response rate of 31%, in 2015 a total of 1,067 residents completed it, a response rate of 29% (sample was 3,650) and in 2016 a total of 1,113 residents completed it, a response rate of 31% (sample was 3,650).
Voicebox 2016 - Experience of last interaction with the Council 7
The Voicebox Survey carried out in 2016 also asked questions about the last interaction (e.g. via email, letter, phone, with a council officer) residents had had with the Council.
It asked questions about:
- The service/department this interaction was with
- Whether we delivered what we promised and dealt with any problems that arose
- Whether we responded to them and dealt with the issue within the time we said we would
- Whether we were professional and knowledgeable
- Whether we kept them informed about progress and gave accurate and complete information
- Whether we had a friendly and polite attitude sympathetic to their needs
- Whether we treated them fairly
- How satisfied or dissatisfied they were with the service they received
50% of respondents in 2013 outlined they currently used the internet to access council services. Of those who had used the online payment services, 90% of them were satisfied with it, only 2% were dissatisfied. Of those who had used the ‘report it’ web form, 60% of respondents were satisfied with it, just over a quarter (26%) were dissatisfied with it.
It is important to note that the numbers actually using the remaining online facilities listed are relatively small and therefore some caution should be taken when interpreting satisfaction scores i.e. the significance of them.
Figure 1: How satisfied respondents of the 2013 Voicebox stated they were with council online services.
- 1. MSS Research (2011) Voicebox 20, Residents Survey Weighted Results, Bath and North East Somerset Council – October 2011- December 2011
- 2. RMG Clarity (2013) Voicebox 21, Main Results Tabulations Weighted, Bath and North East Somerset Council, November 2012 – January 2013
- 3. Marketing Means (2014) Voicebox 22, Results weighted by Age and Gender, Bath and North East Somerset Council, November 2013 – January 2014
- 4. Marketing Means (2015) Voicebox 23, Results weighted by Age and Gender, Bath and North East Somerset Council, November 2014 – January 2015
- 5. Marketing Means (2016) Voicebox 24, Results weighted by Age and Gender, Bath and North East Somerset Council, November 2015 – January 2016
- 6. Marketing Means (2017) Voicebox 25, Individual results with Age and Gender weighting, Bath and North East Somerset Council, November 2016 – January 2017
- 7. Marketing Means (2017) Voicebox 25, Individual results with Age and Gender weighting, Bath and North East Somerset Council, November 2016 – January 2017
- 8. Marketing Means (2014) Voicebox 22, Section 1: About your local area - Headline Draft Report, Bath and North East Somerset Council, November 2013 – January 2014
- 9. Marketing Means (2014) Voicebox 22, Section 6: Customer Services - Headline Draft Report, Bath and North East Somerset Council, November 2013 – January 2014