Leeds City Council commissioned Enventure to carry out a customer satisfaction survey among residents claiming Housing and Council Tax benefit. The survey aimed to help the Council understand customers’ experience of using the service and if it had met their expectations, to establish whether the service was meeting the needs of customers and identify overall levels of satisfaction.
A postal survey was held over a three month period, involving 2,636 Housing and Council Tax Benefit customers. Participants received a questionnaire, with some receiving up to two reminder letters and a copy of the questionnaire.
A 32% response rate was achieved. Analysis covered customer experience of, and satisfaction with, visits to the benefits office, telephone calls to the benefits service and the filling in and processing of claim forms.
Benefits to Client
As well as providing feedback on levels of satisfaction with the Housing and Council Tax Benefits service, Enventure was able to advise Leeds City Council on where customers felt improvements might be made. Enventure also highlighted areas that would benefit from further investigation, such as the experience of customers with disabilities, illness or infirmity, and the feasibility of implementing an on-line claiming system.