Customer Satisfaction Surveys

Results for the council’s 2011 Customer Satisfaction Survey have now been published and full reports are available on request.

Results are against the baseline established in 2009 (shown in brackets).

• Face to face customer exit interviews from Gateway: (92%) 94%

• Customer telephone interviews from the Customer Contact Centre: (76%) 78%

• Customer telephone interviews. letters and e-mails from the Local Taxation and Benefits services: (73%) 76%

Customer Satisfaction was assessed against a range of measures:
- responsiveness
- assurance users have in the service
- reliability and
- courtesy

Action plans have been put in place to address any areas where the surveys have shown service improvements can be made.
If you have any queries please telephone: 023 8083 3078 or email customer.services@southampton.gov.uk