Local AUTHORITIES
Customer Services, Complaints and
Member Enquiries
When it comes to improving services, logging the number of enquiries and reasons for enquiries is a good starting point. But do you know;
- How many enquiries do you resolve first time?
- Across which service areas do you resolve
the most? - How much time has the customer services team saved each service area this month by being the initial point of contact?
- What is the most common basket of services that households across the region use?
- How well are you handling complaints and
ASB cases?
There are hundreds of questions that if easily and quickly answered, they would enable the Council to better meet the needs of the community. The Blueprint for Customer Services & Complaints framework can help monitor all the key variables.
Contact Blueprint to discuss and review ideas that will benefit your service area.
