Council counts increase in customer compliments
A report to Telford & Wrekin Council’s cabinet today showed customer satisfaction with the council is on the up, with a 19% increase on the number of compliments received.
The report, which was approved at the Council’s cabinet meeting on Thursday 13 July, showed the local authority received 566 compliments about corporate services in 2022/23, up 19% from the previous year and an increase of 95% over the past four years.
It also showed a total of 656 complaints had been received during the year, of which just under 300 (296) were upheld, indicating where the council could have done better. This is a 13% reduction compared to the previous year, when 758 complaints were logged.
Additionally, the report revealed that recent benchmarking by the Institute of Customer Services based on customer feedback scored Telford & Wrekin Council 72.1 (out of a maximum of 100), compared to the national average of 64.4 for local councils.
Councillor Nathan England, Telford & Wrekin Council’s cabinet member for finance, governance and customer services, said: “The customer feedback report for 2022-23 covers corporate customer feedback, as well as reporting on Adult Statutory Complaints and Children’s Statutory Complaints.
“The report shows a reduction in the number of complaints received, an increase in positive feedback and improvements in complaint handling performance. It shows that the council’s response to complaints is effective and that services are learning from complaints and wider customer feedback, and continuously improving.”
