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Latest Call Centre survey reveals high customer satisfaction levels

An increasing number of people rate their Call Centre experiences positively

Date issued: 10 October 2018

A survey of customers using Colchester Borough Council’s Call Centre in September has revealed an increasing number of people rating their experiences positively.


The figures, which show overall customer satisfaction levels up 5% to 91%, build on positive scores across all services recorded in the previous survey in June.

Throughout September, customers contacting the Call Centre were given the opportunity to complete a brief satisfaction survey – with just over 3% opting to take part. Of the 424 callers who gave their views, the majority rated their experiences very positively.

Overall, 91% of respondents were satisfied with the level of service they had received. When asked about the advisor who handled their enquiry, 97% felt they were professional and polite – up 5% on the June figures. A further 88% stated their call was responded to in a timely manner – a 2% rise on June.

Most respondents to the September survey contacted the Call Centre in relation to three types of enquiry: council tax, waste and recycling, and housing issues connected to services provided by Colchester Borough Homes.

The survey findings will be used to continue to enhance the service currently provided to customers.

Councillor Beverley Oxford, Portfolio Holder for Customers, said: “We are always striving to improve the quality of our customer services and are pleased to see that the council’s Call Centre continues to be held in such high regard by customers

“Our customers call us with enquiries on a diverse range of services and we always aim to offer friendly and professional assistance. Supporting residents in person, online and on the phone is at the heart of everything the council does, and this feedback will help us to keep doing so in the best way possible.”

Information on contacting the Council’s customer services is available at www.colchester.gov.uk/contact

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