| We are committed to providing a Quality Assured
Service to the satisfaction of the public and business which meets corporate and service standards.
As a Service, we hold the
following awards which we hope demonstrate that we are serious about listening to our
customers and improving the quality of service that we provide
Charter Mark
In 2006 we were awarded
the Charter Mark, the national standard of customer service excellence. Although we have
been the proud holders of this award in the past, this was the first time that we gained
the award solely on our own merits.
Quality Management
System
We are a
registered ISO 9001 organisation with the British Standards Institute and aim to always
work towards continuous improvement.
We have successfully demonstrated that we
meet the standards set by the Community Legal Services Quality Mark at the General Help
Level.
The Quality Mark is the quality standard
that underpins all CLS services, so that members of the public who need legal information,
advice and other help can rely on receiving a quality assured service.
Consumer Support
Network
In line with other members of the
Northamptonshire Support Network we are committed to ensuring that Northamptonshire
consumers have access to expert, accurate and timely advice.
We aim to share our knowledge with all
members of the network so that consumers can be sure that whoever they contact – they
will get accurate advice.
Members of the network include all the
Citizens Advice Bureau in the county plus ourselves. We are supported by Kettering
Customer Services and Northampton Environmental Health Service.
Northampton Community Legal Services
Partnership
We are active members of the Northampton
CLSP and support fully the key aims of the partnership which include:
- To agree a joint assessment of the need for legal advice services
- To identify gaps in services and barriers to access
- To address and review the needs analysis and assessment of gaps in service
provision
- To agree a joint funding plan
Are you satisfied with us?
We carry out regular surveys of both our
business and consumer customers. We analyse the information given and comments made and
critically look at our service and check whether we could have done better.
Consumer
Satisfaction
Since 1998 we have regularly contacted a
sample of our customers either by telephone or through postal questionnaires with the
following results:
Objective |
2007/08 |
2006/07 |
2005/06
|
2004/05 |
2003/04 |
Consumers stating they were
satisfied with the service they received |
91% |
89% |
90.5% |
95% |
89% |
Consumers who found
advice given was useful/easy to understand |
98% |
97.5% |
96% |
98.5% |
82% |
Consumers
who found the officers attitude helpful /officers were courteous & polite |
96% |
96.5% |
93.5% |
98.5% |
88% |
Consumers who felt better
equipped to deal with future problems |
80% |
80% |
75% |
79.5% |
86% |
Consumers who would use the
Service again if the need arose |
94% |
- |
91.5% |
95% |
94% |
Business Satisfaction
For our survey, business customers are
selected at random from those we have visited:
Objective |
2007/08 |
2006/07 |
2005/06 |
2004/05 |
Those who expressed overall
satisfaction with the Service provided |
95% |
98% |
99% |
96% |
Those who found the officers
attitude or manner helpful /courteous & polite |
100% |
98% |
97% |
96.5% |
Those who felt that the
advice given during the visit was useful /understandable |
100% |
98% |
97% |
97.5% |
The full results are available by clicking on the relevant link below, but if you would like us to
send you a copy please contact us
Business Customer Satisfaction Survey 2007/08
Consumer Customer Satisfaction Survey 2007/08
Service
Improvements
There are times when we do not get things
right. On these occasions we try to learn from your comments,
improve systems and procedures.
All customer complaints are independently
examined by the BSI Auditor as part of our ISO 9001 registration. This helps to ensure
that we act fairly when dealing with any complaint made about us.
During 2007/08, we received 5
complaints about our Service. Of those we felt that Three were justified.
Where appropriate we have apologised and taken steps to
prevent any re-occurrence.
And when you thought we
were doing well
During 2007/08, we recorded
54
compliments from our customers excluding any praise given through our surveys. Of
these, 48 praised the actions of our staff, 16 their behaviour, 13 the quality of
the service they received and 6 praised the way that we
dealt with the issue in a timely manner.
We are always pleased to receive
your comments and suggestions.
How we performed
Objective |
2007/08 |
2006/07 |
2005/06 |
2004/2005 |
2003/2004 |
Number of Food
Samples taken |
525 |
- |
603 |
747 |
851 |
Number of
complaints / enquiries from consumers / traders dealt with |
6613* |
- |
11,949* |
17,306 |
17, 234 |
% of consumer
complaints and requests for services responded to within 5 days |
- |
- |
98.1% |
97.7% |
91.4% |
% of consumer
complaints and requests for services completed within 10 days |
- |
- |
98.8% |
98.9% |
99.6% |
% compliance
with the law in premises surveyed dealing with age restricted goods (cigarettes, fireworks
and butane gas products) |
13% |
- |
61% |
62% |
74% |
Number of
defendants prosecuted in the courts |
59 |
- |
29 |
38 |
57 |
Number of formal
cautions issued by the Service |
14 |
- |
21 |
27 |
43
|
| *
Consumer Direct Introduced in September 2005 |
|
