How Are We Doing?
What YOU, the customers of Torfaen, say about the Customer Services Division
Period: July to September 2007
Responses: 174
Customer Comments
What you said...
"The way I have been treated by staff since my wife has died has been excellent! Thank You."
"Very helpful and patient, regarding this matter. Wish everyone was that good"
"I was more than happy with your Customer Services. Keep it up."
What you said...
"Not enough staff on duty. You have to wait much too long."
What we did...
We continuously monitor waiting times throughout our customer centres, and it has been identified that more staff are needed during mid-morning and lunchtimes. Part-time staff have now been deployed around these times to significantly improve waiting times during these peak hours.
What you said...
“Prompt & efficient response to query regarding assisted collection of recycling box work has been unsatisfactory since change of firm. I hope any future problems have now been resolved”
What we did...
With effect from August of this year, the Council has changed the way it handles complaints about recycling boxes. Customers are no longer redirected to Cleanstream (the company who undertake this service on behalf of the Council). The Council now handle and record these complaints in accordance with corporate procedures. This will ensure complaints are dealt with promptly and efficiently. This information is also used to identify service improvements and
assist in providing quality assurance of the service.
Are We Value For Money?
The Torfaen County Borough Council Customer Care Service constitutes 0.5% of Torfaen's overall budget.