Annual Survey 2005 . Customer Satisfaction Measurement – Community Centre Annual Survey

Annual Survey 2005 Customer Satisfaction Measurement – Community Centre Annual Survey Celebrating its fifth birthday this year, National Customer Service Week was back for 2005 - bigger and more exciting than ever! 3rd – 7th October 2005 National Customer Service Week (NCSW) was designed to reward staff for all the hard work they do during the year. As part of Customer Care week and the following week we ran our annual survey. We have reviewed the high level aims and objectives of our Customer Service Strategy and Service Delivery. Our Strategy details the overriding principles, which govern how we will develop and deliver our services raising awareness of the crucial role customer service plays within our Community Centres. It also lets our customers know how committed we are to customer service As part of our on going Customer Service development we have Implemented a Comments Compliments and Complaints system, we value the comments and opinions of our users and this system helps us to provide better quality joined up and accessible services to our customers. It is our aim that every customer who visits a North Tyneside Community Centre’s receives excellent customer service. In order to achieve this we have designed a customer charter for their benefit. Consulting with our customers ensures we understand their individual needs. Annual Survey 2004 saw the launch of our first questionnaire this was to communicate and consult on North Tyneside Council’s Community Centres and Customer Services. This has provided us with the foundation to establish an ongoing programme of consultation, a very effective way of getting close to our customers and finding out more about what they want and what they think of our Customer Care. This was followed by an evaluation of what we now know our customers want. Our second annual questionnaire was published in 2005 in order to communicate and consult on North Tyneside Council’s Community Centres and customer services received. The overall aim was to assess customer satisfaction with services currently provided and to obtain views to inform future service development. `What our customers want’ One of the main reasons we are reviewing our annual survey is so that we know more about how customers are using our current services and what their views are. We have consulted widely with customers over the past year. Community Centre User Comments White Swan Centre More 1-day course and workshops Car park too small Would like a swimming pool Wider range of educational courses Dudley Peoples Centre Always well worth a visit, friendly place. Staff are excellent Could not fault anything, pleased with everything. More sessions for people with disabilities. More kids activities and education after school. Howdon Community Centre Very enjoyable All excellent Usually excellent The staff are always helpful & friendly Crèche in school holidays More activities for children, more activities in general. The staff are very kind, helpful & friendly Oxford Centre Café should be open longer, reduced prices for OAP’s Happy with what’s on offer Public use of toilets sometimes means they are left messy Drop in crèche facilities so I can access the library More keep fit for the elderly, food coop Satisfactory for our needs Shiremoor Centre Footpath made to main drive Services you would like improved / introduced at the Centre’s ☺More room for Art Displays ☺More evening facilities ☺Improved car parking provision at Shiremoor ☺Café at Shiremoor ☺Directions to CAB in the corridor at Shiremoor (Staff comment) ☺Netball at Dudley ☺Shower facilities at Dudley ☺Citizens Advice at Dudley ☺PC spec improved at Dudley, improved to Windows XP ☺More Craft Classes – Howdon ☺More sessions for people with disabilities ☺Drop in crèche facilities at the Oxford Centre ☺A new Community Centre opened in Whitley Bay ☺More dance classes / fitness classes for the over 50’s ☺Code of conduct – Howdon ☺Would like to be able to get a cup of tea out of the machine- White Swan ☺More fitness classes – White Swan More activities for younger children- White Swan Longer opening hours for the library – White Swan Dudley Peoples Centre Customer Satisfaction Opinion of customer care Dudley 6% 0% 8% 12% N/A Excellent V-Good Good Satisfactory Poor 74% Howdon Community Centre Customer Satisfaction Opinion of customer care Howdon 5% 0% 8% 16% N/A Excellent V-Good 15% Good 56% Satisfactory Poor White Swan Centre Customer Satisfaction Opinion of customer care White Swan 9% 0% 5% N/A Excellent 9% V-Good 50% Good Satisfactory 27% Poor Oxford Centre Customer Satisfaction Opinion of customer care Oxford Centre 0% 8% 0% N/A Excellent 46% V-Good Good 46% Satisfactory Poor ... - tailieumienphi.vn