Service provides huge satisfaction

PUBLISHED: 12:43 01 September 2006 | UPDATED: 22:10 28 May 2010

The results

The results

WITH the formation of the Fenland @ your service shops and the contact centre, customer satisfaction levels have rocketed. In a new survey, close to 100 per cent of our customers expressed that they were happy with the services they receive. The highest s

WITH the formation of the Fenland @ your service shops and the contact centre, customer satisfaction levels have rocketed.

In a new survey, close to 100 per cent of our customers expressed that they were happy with the services they receive.

The highest satisfaction levels were recorded in the March Fenland @ your service shop, with 99 per cent of customers saying they were satisfied with the service they receive.

In Chatteris it was 98.2 per cent, in Whittlesey 98 per cent and in Wisbech 95.2 per cent.

Overall, 97 per cent of customers who use the shops expressed their satisfaction.

The contact centre was also much appreciated by customers, with 100 per cent of them satisfied with the attitude of the staff and 97 per cent satisfied with the speed of the response. Overall, satisfaction levels for the contact centre topped 97.7 per cent.

The contact centre and the shops work seamlessly together sharing staffing resources. This sharing of staff has taken on a whole new dimension recently, becoming even more responsive with the introduction of live CCTV links between the four Fenland @ your service shops and the contact centre in Fenland Hall.

The Fenland @ your service shops in Wisbech, March, Chatteris and Whittlesey are now monitored live at the contact centre so staff can be deployed at a moment's notice to where they are most needed.

Customer activity in each shop can now be monitored on live video links and, during any quiet periods, staff can be asked to log into the contact centre from their base rather than calling them into Fenland Hall.

The live CCTV link to each shop means the customer service offered by the council is infinitely flexible and able to respond to demand at a moment's notice. Such flexibility has huge implications for efficiency and cost savings.

The Fenland @ your service shops are open from 8.30am to 5.30pm (Monday-Friday) and from 9am to noon on Saturday. The shops are in Bridge Street, Wisbech; Broad Street, March; High Street, Chatteris; and High Causeway, Whittlesey.

The Chatteris shop will be open on Wednesday afternoons between 1pm and 5.30pm and the Whittlesey shop will open on Wednesday mornings between 8.30am and 1pm.

The customer service contact centre telephone number is 01354 654321. The lines are open from 8.30am to 5.30pm (Monday-Friday) and from 9am to noon (Saturday).

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