Sutton Council’s Customer Services team have retained their “excellent” rating for the 15th year running.
The Customer Service Excellence standard, which is monitored by the Cabinet Office, checks that services meet the Five Es – efficient, effective, excellent, equitable and empowering – and always put residents’ needs first.
Research has shown that customers value timeliness, information, professionalism and staff attitude above all else and the assessor checks these as a priority while also looking at developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
The assessor highlighted several areas of good practice including:
· Customer Services approach of offering interview space in reception to partner organisations is a successful response to the imminent increase in volume which changes to the national benefit system are likely to bring
· Through the “Sutton Online” initiative the Borough is embracing the possibilities offered by new media channels. The Customer Services team is responsible for real time alerts about developing situations, as in the January inclement weather
· The team supports other Borough services by ensuring consultations are appropriately structured and equalities issues are addressed. They check that all involved groups are identified and their needs are accommodated in the process.
Richard says “This independent assessment is good news but we cannot be complacent. I know how much a good customer care service matters. Most of the residents I deal with tell me they get a good service. I have sometimes had to deal with cases where the team could have done better, but this has been rare. We need to keep up the good standard.”