Growing satisfaction with Wealden’s Benefits Service
Wealden’s Benefits Service has completed an impressive turn-around in performance to rank as one of the best in the country.
“Three years ago, the Benefits Service was working hard to reduce a backlog of enquiries. Since sorting that out, it has consolidated its performance and gone from strength to strength,” said Councillor Bob Standley, Cabinet Member for Finance & Assets. “When it comes to our contact facilities, telephone response, service levels and staff performance, our latest satisfaction scores have put us in the top ten for the country.”
Overall, 86 per cent of those who took part in the Wealden Benefits survey were satisfied or very satisfied with the service, which places Wealden firmly in the best performing quarter of services nationally.
“I’m tremendously impressed with the hard work of the Benefits staff, and with colleagues in Customer Services who deal with many of the customer enquiries in Hailsham,” adds Councillor Standley. “Through their own efforts they have been able to turn performance around and provide an efficient, quality service for our customers.”
Wealden’s Benefits Service has been part of a nationwide Best Value Satisfaction survey. Over 750 of Wealden’s Benefits customers where asked, in a confidential questionnaire, how satisfied they were with the service they receive from Wealden. These results have been compared to similar surveys up and down the country.
In the Benefits’ survey’s other categories: speed of service, provision of forms and overall satisfaction with, Wealden’s performance was in the top 25 per cent for the country.
Helping with the improvement in customer satisfaction has been investment in training and a new telephone answering system.
