“Glad to be connected to a high class Liverpool company.”

David West, Director, Capita Local Government Services, Foleshill Enterprise Park, Courthauld Way, Coventry.

Case Study

Client:
Capita Local Government Services

Project Description:
To carry out an annual Customer Satisfaction Survey tracking residents’ satisfaction with the handling of council tax and housing benefits enquiries over a 4 year period.

Methodology:
Every fourth quarter we carried out 1,000 telephone interviews with residents who had recently been in touch with their local council to gauge their satisfaction with the way their enquiries were dealt with.

Outcome:
Based on the findings of the research overall satisfaction increased from 54% in the initial baseline survey to 70% in the final year – the increase reflecting the new systems and procedures put in place by Capita management.