What do you feel is a reasonable time to wait for your call to be answered, how quickly do you think your letters, emails, texts and social media messages should be responded to and what self-service features are important to you?
These are just some of the questions we are asking customers of Tamworth Borough Council as part of a short online Customer Service Standards Survey this month.
We want to know how you contact us, how you would prefer to contact us and what’s important to you when you do. To that end, we’re asking people to go online and complete a short survey which covers the various methods of communication, including telephone, the internet, post, online self-service systems and face-to-face appointments.
The survey is part of a long-term project to change and improve the way that Tamworth Borough Council delivers its services and to meet the changing needs of its customers.
The consultation opens on (Monday, February 12) at www.tamworth.gov.uk/consultation and will be live until February 28. We’re also asking people if they would be willing to join a Customer Service Standards focus group if one were established to provide further input and feedback.
Cllr Robert Pritchard, Deputy Leader of Tamworth Borough Council, said: “The needs of our customers are constantly changing and we want to ensure that we are evolving and adapting our services to meet those needs where possible. While in the past you may have had to visit Tamworth Borough Council’s offices at Marmion House or contact us by telephone to access services, technology has moved on and the methods of communication and service delivery are much more varied today.
“Many of our services can now be accessed online and there are several ways customers can get in touch.
“This survey is about making sure those methods of communication are working and asks people how they want to be able to make contact and what is most important to them about that interaction when they do.
“The survey only takes a few minutes to complete and we would really appreciate your feedback as this will help to determine what changes improvements are needed going forward.”