Stratford-on-Avon District Council Customer ….ppt

Customer Satisfaction IndexApril 2010 RESULTS Overall ResultsFor Each Service Individual ResultsBy Service(All Respondents)The results for each service requirement are shown with the worst score first and the best score last. This creates our “Priorities for Improvement”.  Individual ResultsBy Service(Users of a Service in Last 2 Years) Overall Views of Council Services (All Respondents) APPENDIX A(Respondent Profile) APPENDIX B(Base Sizes) CSI Score for Street Cleaning= 73.5% CSI Score for Council in General = 73.1% CSI Score for Council Tax= 77.8% CSI Score for Environmental Health= 70.6% CSI Score for Housing= 64.7% CSI Score for Leisure Facilities= 74.4% CSI Score for Parking= 68.8% CSI Score for Planning= 63.0% CSI Score for Play Areas= 71.4% CSI Score for Public Toilets= 71.6% CUSTOMER SATISFACTION INDEX OVERALL SATISFACTION WITH COUNCIL SERVICES ALL RESPONDENTS (APRIL 2010) Base: (787) % COMBINED COUNCIL AVERAGE 2010 = 6.76 (Mean Score) COMBINED COUNCIL AVERAGE 2008 = 6.52 (Mean Score) COMBINED COUNCIL AVERAGE 2006 = 6.62 (Mean Score) COMBINED COUNCIL AVERAGE 2004 = 6.49 (Mean Score) COMBINED COUNCIL AVERAGE 2002 = 6.48 (Mean Score) CUSTOMER SATISFACTION INDEX ADDITIONAL COMMENTS (APRIL 2010) Base: (269) Mentions 5% or more % * Introduction This report presents the results for the Customer Satisfaction Index survey undertaken in April 2010. The objectives of the research were: For importance, find out our customers’ requirements and their relative importance For satisfaction, find out our customers’ perception of our performance To create Priorities for Improvement (to deliver residents’ satisfaction and build loyalty, organisations must match their performance with residents’ priorities and these PFIs are an indication of whether this is happening or not). Therefore, PFIs are extremely useful in deciding where best to focus resources on making the improvements that will contribute most to increasin