Council and democracy

Is this the first time you have contacted Croydon Council?
Yes  33%  
No  67%

Did you feel you were given quick access to the appropriate Adviser?
Yes  87%
No  13%

Was the call dealt with professionally and efficiently?
Target  95%
Yes  93%
No  7% 

Did you feel that the Customer Service Adviser showed empathy towards your situation?
Yes  93%
No  4%
Unsure 2%

Did you feel confident in the professional knowledge of the person you spoke to?
Target  95%
Yes  92%
No  7%
Unsure 1%

When through to an Adviser was their tone/manner polite and helpful?
Yes  97/%
No  3%

Did the Adviser give their name?
Yes  86%
No  8%
Unsure 6%

Was the time you waited acceptable given the nature of your enquiry?
Yes  80%
No  18%
Unsure 2%

Was your query resolved at first point of contact?
Targets
Generic Contact Centre  50%
Yes  63%
No  37%

If no, did the Adviser explain the need to pass you on to another colleague?
Yes  94%
No  3%
Unsure 3%
 
How would you rate the overall service provided by the Contact Centre?
Excellent  39%
Very good  32%
Good   17%
Fair   12%

Contact Details

Contact name

Customer service development team

Telephone

020 8604 7124

Email

service.review@croydon.gov.uk

Address

5th Floor Taberner House,
Park Lane,
Croydon, CR9 3JS