CUSTOMER
COMMENTS
•Complaints
•Compliments
•Queries
•Suggestions
Customer Comments Procedure (customer copy)
Version 2008
(Amended May 2008)
Customer Comments Procedure Overview
1. What is a Customer Comments Procedure?
A Customer Comments Procedure is a systematic method used by organisations
for receiving, recording and responding to comments and complaints made by their
customers. For the purposes of this system, Customers are our external
customers. Separate arrangements exist for internal issues. Customer
Comments procedures also ensure that the valuable management information
which is generated from customer feedback is used in a positive way to improve the
effectiveness of our organisation.
The Council has used this definition of a 'customer comment'
“Any information received from a customer which the council would find useful in
assessing the performance and standard of its services or identifying areas for
improvement.”
A customer comment could be a:
Complaint
Any expression of dissatisfaction about a service
Compliment An expression of praise about a service received
Query
A question other than an ordinary request for service
Suggestion
An idea for improving what the Council does
2. Why do we need a Customer Comments Procedure?
A Customer Comments Procedure provides the Council with a number of
opportunities:
•
By providing a way for customers to express their satisfaction or
dissatisfaction with services, policies and decisions of the Council, and by
suggesting areas for improvement, customers are able to have increased
participation in local government
•
Valuable management information can be gained from customer feedback
regarding the effectiveness of services provided, policies implemented and
decisions taken
•
Improved communication between the Council and the people it serves
•
By actively encouraging the customer to comment, the Customer Comments
Procedure supports the image of a local authority that is prepared to listen and
which has respect for the wants and needs of its public
•
Complaints and other comments are regularly received access the authority in
a variety of ways. A Customer Comments Procedure ensures a consistent
approach in dealing with them.
Flow Chart
Complaint
Service
C
Office/
Manager
Response
U
S
Not satisfied
Chief Officer
T
Response
O
Still not satisfied
M
Chief Executive
(or in consultation
with relevant
Cabinet and
E
Response
Local Members)
R
Still not satisfied
Local
Government
Ombudsman
Response
How to Contact us
Complete a ‘Helping You to let us know what you think’ form available from
Council offices or telephone us on 01773 570222, or email us at:
xxxxxxx@xxxxxxxxxxx.xxx.xx, or visit our website at: www.ambervalley.gov.uk
SH0610
Customer Comments Procedure (Customer Copy)