Customer Services and Chartermark
Information about the service we provide including the Customer Charter and customer satisfaction survey results.
Customer Charter
In August 2008 Community services received the prestigious Charter Mark award a nationally recognised award for excellence in customer service.
We consult regularly with users and non - users of our service to produce a set of service standards to enable us to continuously improve the service we give to the people of Sandwell.
Community Services received a letter from The Prime Minister Gordon Brown in September 2008 congratulating the service on excellence in customer service delivery and receiving the Charter Mark award.
Satisfaction Survey
Community Services continues to improve its customer satisfaction over the last three years the service has recorded a 7 % in overall customer satisfaction.
The annual survey supplied and measured independently by APSE (Association for Public Service Excellence) showed overall improvement from 70% in 2006 to 77% in 2008. Sandwell’s Community Services now has a higher satisfaction rating than the national average (figures supplied by APSE).
- The Satisfaction Survey 2007
- The Satisfaction Survey 2008
Mystery Shopper
Community Services also conduct a mystery shopper excercise toensure that customer service is always good.
The results from the survey were excellent with an overall score of 96%.
Fees & Charges Benchmarking
In 2008 conducted its second annual Mystery Shopper Exercise see below for the results.Customer Comments and Our Responses
Community Services have Customer Comments Books in all of our 17 Centres and Sandwell Shopmobility Unit.
Comments are responded to within 5 days and collated across the service every 4 months.
If you would like to comment on line about any of our services, please email community_services@sandwell.gov.uk