The Local Government Ombudsman report gives us all food for thought.
As access to councils becomes even easier through web and mobile enablement, customer feedback has also increased.
Here in South Tyneside, customer feedback has increased by 25% since 2010, yet I’m pleased to say that we’ve not seen a related rise in complaints. Quite the opposite.
We’ve managed to reduce complaints by 51% and that’s credit to every employee who is empowered to deal with a complaint at the first point of contact.