WOKINGHAM borough council wants to find out if residents are feeling satisfied.
In a bid to improve its services, it recently launched a new online survey to measure customer satisfaction in the community.
The goal of the exercise is so the council can understand which services work, which do not, and if changes need to be made.
Cllr Gregor Murray, executive member for resident services, communications and emissions, said the council wants to put the customer “at the heart of all that [it does]”.
“We want to improve customer satisfaction by improving both the quality and efficiency of how we deal with a customer enquiry,” he said.
“It’s really important we engage with them and allow them to help shape our services to meet their needs.
“To be able to do this, we need them to feedback on how well we are doing and if we need to make any improvements.”
The survey is currently available on Wokingham Borough Council’s website, but will be rolled out in the coming weeks via phone and email too.
When customers visit the website, they have the chance to rate the usefulness of the council’s services and answer a short list of questions.
The council also recently established its Customer Charter, and has promised to adopt and uphold five principles:
- Be open, honest and manage expectations
- Support and care for people as individuals
- Be responsive, friendly and helpful
- Get it right the first time and build on successes
- Listen, learn and work as one team to resolve issues.
“We are a customer-focused organisation and are always looking at ways to improve the customer experience,” Cllr Murray added.
“We do this by putting ourselves in our customers’ shoes and listening to what they have to say.”
To take part in the survey, visit: www.wokingham.gov.uk
