People at work

Levels of satisfaction with Council services

This measure was introduced in April 2018 to the countywide 'What Matters to You' survey. The survey runs every 2 years and residents are asked how satisfied they are with the services they receive from West Sussex County Council. The survey due in 2020 has been postponed due to the Coronavirus pandemic and has yet to be rescheduled. 

December 2019 performance

When asked whether residents are satisfied with the services they receive, the largest proportion of respondents, 46%, agree with the statements that they were either satisfied or very satisfied, 20% of respondents were neutral being neither satisfied nor dissatisfied and 34% of respondents said they were either dissatisfied or very dissatisfied.

Actions

This is an overarching corporate measure, which reaches across all services. We constantly work to make it easier for customers to get information and the support they need, and we focus on the quality of service at our front door when a customer calls us. The council has large scale improvement activity within services which will improve the delivery of services, which will help to improve our customers satisfaction.
  • We have made it easier for customers to view information about roadworks on the WSCC website. One.network has replaced the travel information pages which gives clearer information about roadworks in West Sussex. One.network is mobile & tablet friendly and customers can search for current and forthcoming roadworks which expand to give specific details about the works 
  • We forecast customer contact into our Customer Service Centre to ensure we can answer customer calls in a timely manner. We focus on a quality service ensuring our staff have the right training and skills to be able to help  customers and resolve their queries at the first point of contact. Our staff receive regular coaching and feedback to support to deliver the best possible service to our residents.
  • We also have an ongoing programme of Customer Service training, upskilling our officers to have the difficult but honest and realistic conversations with customers, for example around reduced budgets and service provision.
  • The communications team are working closer with services to put additional focus around the promotion of features on service improvements and resident success stories. 
  • Use our customer complaints to learn and continually improve.