The 2012 Customer Service survey was designed to gain a greater understanding of customers perception of the way Council’s services are delivered, what are their expectations for service delivery and what areas could be improved. A survey was sent to 2761 Newcastle Voice members, as well as distributed to Council’s Customer Enquiry Centre customers. A wide variety of comments were received from the 847 respondents to the survey.
Some of the key findings that we received from the consultation in 2012 were:
- 62% of those who had contacted Council in the last 12 months were satisfied or very satisfied with their customer service experience.
- In person and telephone contact were seen as the highest performing areas with combined ratings of 81% and 83% respectively in the categories of Excellent, Good and Average.
- By combining the same categories for e-mail and hardcopy mail the results were 68% and 71% respectively.
- The main areas noted for improvement were response times and the perception of inadequate system and processes.
Please refer to the report for detailed findings by the different contact points (i.e. telephone, in person, email, mail and website).
The key areas noted for improvement across all contact points was Council’s ability to respond in a timely manner and provide processes that are effective and customer orientated. Planning had already commenced to develop a strategy aimed at improving customer service standards
Read 2012 Customer Service report
2012 Customer Service Report (August 2012) 2.3Mb
Read past related reports
2009 Customer Service and Communications Report (November 2009) 800kb
2010 Customer Service and Communications Report (December 2010) 1.8Mb