Customer satisfaction survey
If you’ve recently contacted the Council by phone, email, or in-person, please provide us with feedback on your experience during your interaction.
Complete our customer satisfaction survey
This form should only take a minute to complete and helps us to improve our services.
No personal data is collected when you submit this form.
This form is only for providing feedback about your customer service experience. Use our customer feedback form for comments, compliments or formal complaints about services provided by the Council.
Customer service satisfaction survey analysis
The survey received 2472 responses between October 2023 and October 2024.
- 78% of respondents rated their experience of phone interactions as either 4/5 or 5/5
- The majority of customer queries relate to three main service areas: bins, litter, and waste (36%), Council tax (18%), and housing applications (11%)
- Respondents rated the professionalism and politeness of customer service advisors as highest across all methods of interaction with an average rating of 4.44/5
- The average rating for email interactions was 3.4/5 across five surveyed questions
- 93% of respondents reported contacting customer services over the phone, 5% via email, and 2% via in person interactions
- The average rating for in person interactions was 3.98/5 across six surveyed questions
- 77% of respondents rated the advisors knowledge and understanding as either 4/5 or 5/5 for in person interactions