Insight, customer scrutiny group recently finished a review that looked at complaints, where investigations found no service failure. The aim was to better understand the reasons behind customer dissatisfaction. By looking at a sample of complaints covering a range of issues, the group identified several recurring themes in responses. Members will soon meet with the Customer Feedback Team to agree actions to help improve the areas highlighted.
The group’s next review will build on what members learnt by exploring what matters most to customers about services; essentially, what good service looks and feels like for customers. The findings will help Great Places shape further customer consultation to gather views to support the development of a new Code of Conduct, which will offer a clear and simple guide to what good service should be.
If you’d like to find out more or support scrutiny, please visit our website, and complete a quick online form to express your interest or email your name, address and contact number to customer.scrutiny@greatplaces.org.uk.
You could also keep an eye on e-News, our customer newsletters, and our website for regular updates on future scrutiny topics and how scrutiny is making a difference.
