Customer Service Contact Preferences Survey 2024

The council is reviewing how customers currently access its services and ways it can develop future customer service delivery. To help us adapt to meet the changing needs of our customers, we would greatly value your input to this survey. Your views will help shape our plans and investments over the next 3-5 years.

Section 1: Your Recent Contact with the Council

Question 1

Have you contacted the council for any reason in 2024 using any channel?

Yes

Question 2

Question 3

Section 2: Future of Contact with the Council

The current cost to complete a customer enquiry varies, depending on the channel used by the customer. Current costs per transaction are: face to face at service points = £14.34, by email (including webchat and text) = £8.38, by telephone = £4.26, using web self service = £2.79.

Question 4

In the next three years what should be the council’s customer contact priorities? Please rate the following options in order of importance to you from 1 to 6, with 1 being the highest priority and 6 being the lowest priority

Please use each rating only once. Smaller screens may need to scroll or rotate

Contact priority	Rating
Maintaining face to face services at nine Customer Service Points	Maintaining face to face services at nine Customer Service Points
Enhanced voice automated 24/7 telephone services	Enhanced voice automated 24/7 telephone services
Increased opening hours for phone calls to the Customer Service Centre (currently 9am-5pm, Mon-Fri)	Increased opening hours for phone calls to the Customer Service Centre (currently 9am-5pm, Mon-Fri)
Improved 24/7 website information and transactional web services	Improved 24/7 website information and transactional web services
Helping customers who struggle with digital services get online	Helping customers who struggle with digital services get online
Exploring Artificial Intelligence to deliver more cost effective service	Exploring Artificial Intelligence to deliver more cost effective service

Please state any other urgent priorities

Section 3: Customer Service Standards and Reporting

Question 5

The Council’s Customer Service Charter has pledges on these six Customer Service Standards. Choose the ONE that you think is the most important:

We will provide a responsive service to requests and enquiries.

Mutual respect and fair treatment will be the basis of council and customer engagement.

We commit to giving customers a wide and inclusive range of ways to contact and engage with us.

We will deliver information and services in an open and transparent way.

We will safeguard customers’ privacy and keep their personal data secure.

We will continually strive to improve our service based on feedback from customers.

Question 6

Which of these elements of good customer service are most important to you? Please rate the following options from 1 to 7, with 1 being the highest priority and 7 being the lowest priority

Please use each rating only once. Smaller screens may need to scroll or rotate

Customer service element	Rating
Ease of access to information or services	Ease of access to information or services
Fairness – being treated fairly	Fairness – being treated fairly
Delivering on time	Delivering on time
Professionalism and knowledge of the staff	Professionalism and knowledge of the staff
Attitude and friendliness of staff	Attitude and friendliness of staff
Fixing problems properly	Fixing problems properly
Good communication about services and service delivery	Good Communication about services and service delivery

Question 7

Are you interested in how the council measures and reports its levels of customer service performance?

Yes

Question 8

The measures below are the most usual ones used for reporting the standard of customer service in an organisation. Please rate the following options in order of importance to you from 1 to 5, with 1 being the highest priority and 5 being the lowest priority

Please use each rating only once. Smaller screens may need to scroll or rotate

Measure for reporting	Rating
Number and type of complaints received over time	Number and type of complaints received over time
Response and resolution time to enquiries or service requests	Response and resolution time to enquiries or service requests
Percentage of requests or services delivered to agreed service levels over time	Response and resolution time to enquiries or service requests
Keeping a low percentage of ‘Failure Demand’ (extra work created when needs are not met first time)	Percentage of ‘Failure Demand’ (work created when needs are not met first time). The lower this is the better
Customer satisfaction with aspects of service over time	Customer satisfaction with aspects of service over time

Please specify below any other measures of customer service that you would like to see the council measure and report against

Question 9

Do you have any other suggestions on how we could improve the council’s customer service in the future or specific feedback you would like to give on this topic?

Section 4: The Council's Online Services

Question 10

Have you used the council’s website in 2024?

Yes

Question 11

Please tick the MAIN reason you have NOT used the council’s website recently?

I had no reason to contact the council

I have no internet access or limited internet access

I do not like using online services

I am concerned about privacy and security of my data

I do not think the website has the services I need

I prefer to talk with a council representative directly

My internet skills or knowledge is limited

Other

Please state other

Please tell us any other barriers to you using the council’s website:

Question 12

The council offers a range of services that can be carried out on the website. Please tell us if you have used these services, if you would consider using these services or you would not consider using these services in the future

Smaller screens may need to scroll or rotate

Questions	Have used	Would consider using	Would not consider using
Making Payments e.g. Council Tax, Invoices, Parking Fines	Have used	Would consider using	Would not consider using
Planning Portal e.g. making planning applications, viewing weekly planning lists	Have used	Would consider using	Would not consider using
Reporting Issues e.g. road faults, dog fouling, fly tipping,	Have used	Would consider using	Would not consider using
Requesting Council Services e.g. bin requests, licensing applications, pitch booking	Have used	Would consider using	Would not consider using
Managing Council Tax Payments and Related Benefits e.g. having a personal Council Tax account to see payments	Have used	Would consider using	Would not consider using
Democratic Services Information e.g. Councillor information, Council and Committee Meeting reports	Have used	Would consider using	Would not consider using
School Information and School Websites e.g. information on schools, school holidays and early years places	Have used	Would consider using	Would not consider using
Social Care e.g. Social Care places and self-directed support	Have used	Would consider using	Would not consider using
Bin Day Uplift Information e.g. online bin day lookup and downloadable bin calendars	Have used	Would consider using	Would not consider using
Keep in the loop service e.g. topical and local information and service disruption notification service	Have used	Would consider using	Would not consider using

Question 13

Thinking about your recent uses of the council’s website, how satisfied were you with the following:

Smaller screens may need to scroll or rotate

Questions	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
The content of the specific webpage/s you were looking for	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
Topical news and information on council activities	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
How easy it was to find the information or service you needed	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
How well online forms worked to request or apply for services or licenses etc.	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
The look and feel of the website	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable
The experience of making a payment	Very Satisfied	Fairly Satisfied	Fairly Dissatisfied	Very Dissatisfied	Don't Know/Not Applicable

Please suggest any improvements you would like to see to the council’s website, including any content or functions you believe are missing:

Question 14

Please state other

Question 15

The Scottish Government is introducing a free new, online identity and authentication service called ScotAccount that will allow enrolled users to securely access national and local public services online. Would you use it?

Yes

Maybe

What are your concerns about using this Service?

Question 16

Thank you for taking part in this survey
If you have any questions about this survey please contact:
Bob Miller (01546604026).

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Customer Service Contact Preferences Survey 2024

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