We've been gathering feedback through survey responses to support calls since October 2018, and we are delighted that so many of you have chosen to respond so far. Invitations to participate are emailed to every fifth incident logged and resolved by our Service Desk, and within the first six months we received over 800 completed surveys and more than 200 individual comments.
Your feedback is helping to improve our understanding of the issues and challenges that you, our customers, are facing. Constructive feedback also allows us to address individual instances where you may have been disappointed with our service which, of course, we want to resolve.
As well as following up on individual pieces of feedback, we are monitoring monthly satisfaction scores, and are pleased that the overall picture is positive. As shown in the graph, the overall satisfaction score (satisfied and completely satisfied) in the first six months was 86 per cent.
Equally important to us are your suggestions for where to focus our efforts and we are working hard to address these – thank you for your ideas so far.
We are always delighted when an individual or team does well, so do please keep letting us know if someone has truly made a difference to your day.
"I'd like to pass on a big thank you to all staff that helped resolve this issue as I know my communication was quite wide reaching. In particular xxxx and xxxx who were quick in both response and action."