Benefits Customer Satisfaction Survey
How we provide this service
Benefits Customer Satisfaction Survey 2006/07 is supported by Finance, Benefits and Revenues.
The purpose of the survey was:
- to collect Best Value Performance Indicators (BVPI's)
- to get feedback on the quality of our benefit service from our customers
During 2006, we were required to carry out a Customer Satisfaction Survey. We carried the survey out in two parts. The first survey took place between 1 August 2006 and 31 August 2006. The second survey took place between 1 January 2007 and 30 January 2007.
We chose 650 claimants randomly during each part of the survey to receive a questionnaire, which we asked them to complete and return to us. Of the 1300 customers who received the questionnaire 724 replied. The information we received from the completed questionnaires was anonymous. It has provided valuable information, which we can use to compare our Benefit Services against other Councils. It has also provided information, which we can use to identify areas where we can improve our service to the customer.
Customer Satisfaction Survey Results - 2006/2007
Housing Benefit and Council Tax Benefit - are you satisfied?
Special thanks go to the 724 customers who gave some of their time to take part in our 2006/2007 Benefits Applicants Satisfaction Survey. It was a really useful exercise giving us some idea of what you think we do well but also highlighting areas where you think we should try and improve.
For full results of the satisfaction survey please use the following link: Survey Results (PDF).
Here is a brief overview:
- 79% of you are satisfied with our benefits service overall
- 83% of you are satisfied with the service provided by our staff
- 80% of you are satisfied with the ways for contacting us and with the experience of visiting us
- your satisfaction with our telephone service stands at 76% whilst 73% of you are satisfied with the time it takes us to give you a decision on your claim
- 66% of you said that you were happy with our claim form - whilst this may seem low, it is quite a good result as far as this issue is concerned for benefit customers nationally. From the 7 district councils in Lincolnshire for example, South Holland customers gave us the highest score on this point.
Contact Name for this service
If you have any queries or concerns about the customer survey, please do not hesitate to contact Jacqui Fowler on 01775 761161 (extension 4519) who will be very happy to help you.
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Contact Details
If you have any queries about the information provided above, or require further information, please contact Customer Services on 01775 761161 or email info@sholland.gov.uk.
