The Performance Plan 2006

We track customer satisfaction in a range of our services - e.g.: -

• Contact Centre – satisfaction with how calls are answered is monitored regularly. Satisfaction in 2005/06 increased from 89% to 91%.
• Environmental Health enquiries – satisfaction is monitored annually and improved in 2005/06 from 82% to 89%. Since the survey we have launched the ability to carry out on-line some web transactions such as reporting abandoned cars. Services where satisfaction had fallen are being addressed.
• South Cambs Magazine. The two-yearly Readers’ Survey was carried out again this year. Of the 2,500 respondents, 87% of readers read every or most issues; almost 80% say they read over half the magazine; each copy is read by two people on average; 78% think that the magazine is very good value. In response to the survey, we have introduced a travel and transport page and have cut the business section.

Other services invite regular feedback and use the information to improve service provision e.g.: -

• The Cambourne reception monitor satisfaction – which increased to 80% for 2005/06.
• Housing services monitor satisfaction with repairs. Following comments taken to complete certain repairs, a new 10-day priority code was introduced.
• Satisfaction surveys are carried out with new housing tenants six weeks after commencement of tenancy, which also picks up any outstanding repairs.
• The Conservation service and Building Control monitor satisfaction with the users of their services on an ongoing basis.
• Evaluation forms are completed after arts events and used to improve events.
• Applicants complete feedback forms after receipt of community services grants.
• Community Safety run annual consultation events and 2 consultation evenings per year which feed into the crime and disorder strategy.