Laura Sharman 23 March 2015

Research shows councils providing poor telephone service

Councils are failing to provide a good customer service over the telephone, according to the results of a new survey.

The survey of a 1,000 members of the public, conducted by alldayPA, revealed that nearly half (47%) rated the telephone service of local authorities as poor. The majority said an over-reliance on web and email was affecting the quality of service, with 70% of people wanting to speak to someone directly when making a complaint or trying to resolve a problem.

The biggest complaints about service over the telephone were unhelpful or impolite call handlers, the overuse of voicemail and automated call menus, and the length of time it took for the phone to be answered.

David Joseph, board executive at alldayPA, said 68% of people surveyed would move their custom elsewhere if call handlers were impolite or unhelpful. ‘This may be why frustrations with local authorities are so high, as we have no choice in who we can use for these public services,’ he explained.

SIGN UP
For your free daily news bulletin
Highways jobs

Registered Building Inspector (Band 2/Grade 7)

Health and Safety Executive
£60,760 - £65,776
The Building Safety Regulator (BSR) is transforming building safety regulation across England. United Kingdom / various Locations
Recuriter: Health and Safety Executive

Revenues and Recovery Team Leader

Ashfield District Council
£37,938 - £40,476 per annum (pay award pending)
We have an exciting opportunity for a Revenues and Recovery Team Leader Sutton-In-Ashfield, Nottinghamshire
Recuriter: Ashfield District Council

Housing Options Officer

Ashfield District Council
£31,067 - £33,366 per annum (pay award pending)
Do you want to make a real difference to the lives of residents in housing need? Sutton-In-Ashfield, Nottinghamshire
Recuriter: Ashfield District Council

Building Services Operative

Ashfield District Council
£25,584 - £27,269 per annum (pay award pending)
The Facilities team are looking to recruit an enthusiastic individual Sutton-In-Ashfield, Nottinghamshire
Recuriter: Ashfield District Council

Street Cleansing Technician (CDC)

City Of Doncaster Council
Grade 5, £24,397 per annum (pay award pending)
Do you enjoy working outside, as part of a team that make a direct difference to the communities of Doncaster? Doncaster, South Yorkshire
Recuriter: City Of Doncaster Council
Linkedin Banner