Council Launches Customer Service Survey

The Council has launched a survey to encourage feedback from users on their customer service experiences at the main receptions in Kirkwall and Stromness.

It is hoped that folk’s views will highlight areas which are working well but also identify areas that could be improved.

As part of the Council’s Our People - Our Plan journey, there is a determination to ensure that the first point of contact services at Customer Services in Kirkwall and the Warehouse Buildings in Stromness are as good as they can be from the customer perspective.

Team Manager Customer Services, Catherine Foubister, said: “At the heart of all that we do are our customers, and we want to ensure that people’s experiences from when they step through the doors of our Customer Services receptions, phone us or contact us online are as good as they can be. That may include sharing what you think about our reception opening hours, how easy it was to report an issue or request assistance to how polite and friendly our staff were.

“In addition to our face-to-face service, we offer a wealth of services via the MyOrkney online portal, which is available to customers 24/7. We would like to know how people use this service and if there are more services that we could offer online.

“The Council introduced a new phone system in August 2021, and we would like to hear back from members of the public as to how they feel we handle their calls across the organisation.

“The more people who share their experiences with us, the easier it will be for us to gauge what we are doing well, but also what we can do better.”

There are two links to the customer service surveys – one for Kirkwall and one for Stromness and these will remain open until the end of November:

• https://www.smartsurvey.co.uk/s/CS-Stromness/
• https://www.smartsurvey.co.uk/s/CS-Kirkwall/

Customers will also be able to complete the surveys via tablets located on stands within the reception areas during this period. Paper copies are also available.