Havering Council Customer Satisfaction Survey

Havering Council launched our Customer Service Standards and Customer Service Strategy in October 2024 and as part of this work, in November 2024, we took part in the UK Customer Service Index (UKCSI) survey, a respected national benchmarking exercise conducted annually by the Institute of Customer Service. 

The survey asked respondents to answer standard questions across five key customer priorities which enables participating organisations to be benchmarked against one another: 

• Customer Experience 

• Complaint handling 

• Ethos 

• Emotional Connection 

• Ethics.  

968 customers responded to our survey.  

This survey measures customer service performance across a wide range of both private and public sectors, using a maximum score of 100.   

Havering achieved a score of 47, this compares to the UKCSI average of 61 for similar organisations who take part. 

The score provides us with a clear benchmark and valuable insight into where we can improve. Participating in this survey demonstrates our commitment to listening, learning, and enhancing the experience for our residents and customers. 

We see this as an opportunity to focus on what matters most to our community and to drive positive change. Our goal is to build on this feedback and work towards delivering a service that meets and exceeds expectations.  In response: 

• Service reviews are being carried out for each of the 5 priority areas. 

• ‘Deep dives’ are being conducted to determine practical steps that can be taken with the aim of improving the customer experience. 

• These reviews will inform targeted actions and ensure that improvements are focused where they will have the greatest impact. 

In addition, improvements have taken place in the way enquiries can be reported, and we also keep customers updated via a dedicated customer services bulletin.