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Govmetric

Listening to your feedback

We want your views on how well we’re providing our services. Listening to our residents is essential as we work to:   

  • Do more with less
  • Create a positive customer experience
  • Streamline our processes and get it right first time

We want to get as much of your feedback as possible and use it to drive improvement to the services we provide to you.

We use the Govmetric feedback tool to find out how we’re meeting these challenges. Every time you contact us – by email, by telephone or in person – you’ll be asked to give Govmetric feedback. We’ll use the information you give us to make sure that you, our residents, get the best services from us.

Channel Summary

August 2010 - August 2011

Face to Face Good Face Average Face Poor Face Overall Rating
Face To Face
Number of respondents 4813 717 1507 Average Face
Average
Percentage of respondents 68% 10% 21%
Telephone Good Face Average Face Poor Face Overall Rating
Telephone
Number of respondents 3676 192 41 Good Face
Good
Percentage of respondents 94% 5% 1%
Web Good Face Average Face Poor Face Overall Rating
Web
Number of respondents 786 106 573 Average Face
Average
Percentage of respondents 54% 7% 39%
Email Good Face Average Face Poor Face Overall Rating
Email
Number of respondents 867 41 100 Good Face
Good
Percentage of respondents 86% 4% 10%

 

What you said, and what we did

Poor Face  

You said you wanted a Job alert email facility...

Smiley Face  

This is now live

Poor Face  

You said you wanted easier access to email councillors

Smiley Face  

We added councillor email address to get in touch section

Poor Face  

You said you wanted maps to help find our parks...

Smiley Face  

We added google map links to www.wychavon.gov.uk

 Poor Face  

You said you wanted an updated A-Z...

 Smiley Face  

We updated the A-Z in July

Poor Face  

You wanted to be able to view and receive your council tax bills online

Smiley Face We have now made this possible on wychavon.gov.uk plus you can also set up your own Direct Debit!
Please look at our Council Tax Self Service pages.
 
Poor Face You told us you wanted to leave more detailed comments on wychavon.gov.uk
Smiley Face  
We have updated our website so you can now be as detailed as you want
 
Poor Face  

You said that wychavon.gov.uk didn’t give you any information about the Blossom Trial 2011

Smiley Face  

We now have a  brochure with the latest information for you to download

 
 

Waste and Recycling

Providing information regarding suspended refuse collections over the inclement weather at Christmas.

Your comments:

Smiley Face "It was also easy to find. Thank you and Happy New Year"
"Thank you. Well done."
"Excellent up to date information as always"
Poor Face

"refuse collection understand why collections suspended but telling me reinstatement will take place in two weeks time without telling me when your notice was posted doesn't tell me anything"

What we did
Even though all our web pages give details at the bottom of the page, of when the content was last edited. We realised this can easily be missed, so added dates to the title of all new updates over this period.

Smiley Face "You do an exceptional job. The best council I have ever 'lived with'. The refuse men are so lovely to my mum, who is 91. I am pleased that you are looking after them! I wish you all a very happy Christmas and a new Year much less fraught with difficulty!"
 
 

Council Tax - Moving Information

Poor Face Printing forms when moving house is crazy. Automate the service
Smiley Face What we did
We will be be releasing a online Council Tax and Benefits self service in April 2011.
Poor Face Consessionary Fares
You said that our website didn’t give you information about bus passes
Smiley Face What we did
We have updated this section of the website, making the search easier.

How do you rate this
information / service?