Customers who use Eastbourne Borough Council’s Customer Contact Centre at 1 Grove Road are to be asked what they think of the service they receive. The survey is the first to be undertaken since the new style Contact Centre opened over a year ago.
Eastbourne Borough Council Cabinet spokesperson for Finance and E-Government, which includes the Customer Contact Centre, Councillor Chris Williams says, “We are providing a good customer service but are always keen to hear from our customers on ways we can improve further. We therefore hope that customers take the opportunity to complete the survey, as one of our priorities this year is Customer Service”.
Among other things, the survey will aim to find out:
Results of the survey will be treated anonymously and the comments of customers used to improve future service delivery.
At the same time the Council’s Scrutiny Committee is carrying out a performance survey on the Housing and Council Tax Benefits Section. Questions in the survey on this service area will help the Scrutiny Task Group in identifying areas where improvements in the service can be introduced.
Councillor Graham Marsden, one of the two elected members of the Task Group says, “With the information gathered from the survey we will be able to identify what the Benefits Section is doing well, as well as, where the Council needs to improve things so that our customers receive a better service.”
Councillor Troy Tester says, “I hope that as many of the council’s customers take part in this review as possible. This is a vitally important and real opportunity for the people of Eastbourne to have a direct input into making sure that they get the best service possible from their council.”
The survey begins on Monday 2 October and will last for 2 weeks. As many customers as possible visiting the Contact Centre will be asked to complete the survey. It is hoped that a significant number of completed forms will give a broad picture of how the Customer Contact Centre is doing in meeting the needs of local people.
The results will be made public by publishing them on the Internet.
