We welcome contact by phone or visit to the Civic Centre in Esher, however customers prefer to use online services when reporting issues, raising service requests and making payments.
Year 2017-18 customer service performance
Qtr 1: Apr- Jun 2017
- Service requests reported online: 66%
- Service requests reported by phone: 34%
- Making payments using automated phone service, direct debit or online: 96%
Qtr 2: July - Aug 2017
- Service requests reported online: 61%
- Service requests reported by phone: 39%
- Making payments using automated phone service, direct debit or online: 96%
Qtr 3: Sep-Dec 2017
- Service requests reported online: 69%
- Service requests reported by phone: 31%
- Making payments using automated phone service, direct debit or online: 97%
Qtr 4: Jan - Mar 2017
- Service requests reported online: 71%
- Service requests reported by phone: 29%
- Making payments using automated phone service, direct debit or online: 97%
It is important we understand our customer experience when using council services to improve our service delivery and provide value for money.
Feedback may be asked after calling the council by sending you a text message or by automated phone call. We may also ask for feedback when using our online services.
It is important to us that we answer your phone call in a timely manner.
A graft depicting customers' percentage satisfaction with the time taken to answer calls by quarter in 2017-18
It is important to us that we provide you with the level of service you expect and take action to improve when you tell us we don't.
Graph depicting customer percentage satisfaction with calls broken down into adviser friendly, contact once only, adviser efficient, within expected deadlines and overall satisfaction with service
