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Customer satisfaction surveys

It is important to ask our customers for feedback on performance in relation to services or other aspects of our business.

Every year since 2006 Cherwell District Council has undertaken a customer satisfaction survey.
This year the survey was carried out between May and July and revealed that 79 per cent of residents are satisfied with the council's performance and 55 per cent believe the council gives value for money; it's the highest level of satisfaction since the survey began and the fourth year running that satisfaction has increased.

Leader of Cherwell District Council, Cllr Barry Wood, said: "The annual survey continues to show improving satisfaction in the way we are performing. This is a valuable tool in capturing feedback from residents and crucial in shaping how we will provide services into the future. It pinpoints the areas that are of most concern to everyone who lives in Cherwell, indicates what we've got right and lets us know where we could do better."

"I want to thank those who took part in this year's survey and encourage those who didn't to do so next year. It means you have another direct route to the councillors who make the decisions that affect you on a day-to-day basis."

Cherwell District Council has a strong track record in customer consultation and uses a citizen's panel to track customer satisfaction. The survey allows Cherwell to adopt a well-informed, transparent approach to shaping its services and feeds into decision making, prioritisation and customer service development as part of business planning and the budget setting process.

The survey showed:

as a place to live Cherwell is at its highest satisfaction level, rising from 81 to 88 per cent
street cleaning services scored 69 per cent, their best score to date
perceptions of the value for money offered by Cherwell reached 55 per cent, the highest to date.
Survey respondents were also asked their views on which services should be priorities. Providing affordable housing was rated as the most important service to maintain. This was followed by

household recycling and the food and garden waste collection service
collecting household waste
street cleaning and tackling environmental crime
dealing with antisocial behaviour and nuisance
supporting the creation of jobs in the area
Cllr Wood added "We are not complacent. We know there are areas in which we can improve. But this survey clearly indicates that our efforts are paying off in making Cherwell ones of the best places in the country to live in."       

The full findings are available as a download (found on the right).

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