Calderdale Engage: Community consultations

Calderdale Council Customer Services 2014

Calderdale Council Customer Services 2014


Results and Actions Taken Published


As part of our drive to continuously improve customer services, we want to review what is important to customers with regards to the telephony service we offer.


Sarah Richardson
Tel: 01422 288094

Covers Topics

Target Groups


The results of this consultation can be seen in the results report document below.

Results Documents

june14_customerservices.doc [280.5 KB]

Actions Taken

Live Chat was launched on 11th August and since then the Digital Team have handled 444 chats handling up to three chats at the same time during busy periods. The top queries from customers are:

1. Council Tax

2. Benefits

3. Waste

4. Highways

5. Planning

93% of customers are either satisfied or very satisfied with the service they received.

Recruitment into the Contact Centre is ongoing to improve satisfaction.

Last updated: 02/10/2014