Conclusion
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“It was professionally handled. Everyone was approachable. They took me seriously. They understood that it was important to me.”
EnquirerThese latest research results continue to provide encouraging news about the levels of satisfaction with our service amongst enquirers and complainants. They will be shared with our staff to enable us all to learn lessons. However, the results also highlight the need to build confidence among our review customers - who disagree with our decisions or have a complaint about our service – that we have listened to them and understood their complaint.
Over the coming year we will continue our work to improve awareness of, and access to, our service and to improve the way we communicate with our customers and anyone wanting to use our service. We will introduce a new Customer Service Strategy to ensure that the different needs of all our customers are met at every stage of our contact with them. Whilst our first objective will always be to maintain the high quality of our casework, we will also continue to aim to resolve enquiries and complaints more quickly. We recognise that many of our customers come to us seeking a final resolution of their complaint, after they have gone through a lengthy and protracted complaints process.
“On an individual basis the officer who dealt with my case was actually very understanding and helpful. She explained everything to me and seemed to be understanding. I am very disappointed with the outcome as I spent a lot of my energy.”
Review customer
