User Satisfaction Survey

Headline Survey Results - Benefits Customer Satisfaction

Results	2001/01	2003/04	2006/07	2010/11
Getting in touch with the benefits office	% of customers Satisfied	% of customers Satisfied	% of customers Satisfied	% of customers Satisfied
Overall, I am satisfied with the ways in which I can contact the local authority benefits office.................	80.5	79.80	73.7	not asked
Visiting your local benefits office	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question
Overall, I am satisfied with the experience of visiting the local authority benefits office..........................	86.0	84.60	80.9	92.2
Telephoning your local benefits office	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question
Overall, I am satisfied with the telephone service provided by my local authority benefit office...................	80.60	76.60	70.3	88.00
The staff in your local benefits office	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question
Overall, I am satisfied with the service provided by staff in my local authority benefits office..........................	87.0	84.20	73.8	90.9
The forms you fill in to claim benefits	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question	% of our customers who agreed with the question
Overall, I am satisfied with the Housing/Council Tax benefits claim form........................................................	67.03	69.50	56.4	71.3
How quickly is your claim sorted out?	% of customers satisfied with the time taken to process their claim	% of customers satisfied with the time taken to process their claim	% of customers satisfied with the time taken to process their claim	% of customers satisfied with the time taken to process their claim
How satisfied or dissatisfied are you with the amount of time it took to tell you whether your claim for Housing/Council Tax Benefit was successful or not?	69.40	74.40	70.7	78.0
The overall service from your local benefits office	% of customers Satisfied	% of customers Satisfied	% of customers Satisfied	% of customers Satisfied
Taking everything into account, how satisfied or dissatisfied are you with the service you receive from the local authority benefits office?	not measured	81.70	75.5	88.6

 

Headline Survey Results - Landlord Satisfaction

Results	2010/11
The staff in your local benefits office	% of customers Satisfied
The benefit office gives me clear, good quality information and advice	67
Getting in touch with the benefits office	% of customers Satisfied
When I contact the benefits office, staff are friendly, courteous and polite	78
The staff in your local benefits office	% of our customers who agreed with the question
The benefit office staff act professionally	82
How quickly is your claim sorted out?	% of customers satisfied with the time taken to process their claim
The benefits office deals with enquiries in a timely manner	56
The overall service from your local benefits office	% of customers Satisfied
Overall I am satisfied with the service provided by the benefits office	75