Customer Care Survey 2004

The aim of the Customer Care Group is to continually improve customer satisfaction and to ensure services provided are:

• Well operated.
• Sufficient.
• Helpful.
• User friendly.
• Provide up-to-date accurate information.

In order to continue to meet customer needs, the quality of services provided by the County Treasurer’s is monitored continually. Customer Surveys of Schools and other Services have recently been undertaken with results analysed and reported to Senior Managers. The range of scores available was -3 to +3, with 0 being an average score.

Compared to previous years most functions scored consistently with a number of services showing an improvement.

School's Figures -Treasurer's Function

	Average Total Score
	1999	2001	2004
Creditor Payment/Petty Cash	2.37	2.30	2.41
Financial Management and Accountancy	2.31	2.21	2.49
Internal Audit	2.11	2.14	2.12
Insurance	2.13	2.16	2.22
Financial Stationery	-	2.41	2.58

Services' Figures - Treasurer's Function

	Average Total Score
	1999	2001	2004
Creditor Payments	1.70	1.51	1.22
Debt Collection and Income	0.90	1.10	1.40
Financial Management and Accountancy	1.50	1.60	1.94
Internal Audit	1.95	1.54	1.77
Risk Management and Insurance Services	2.10	1.99	2.27
Payroll	1.45	1.50	1.69
Pensions	1.80	1.58	2.02
Financial Stationery	-	1.55	2.45
Car Loans/Leasing	-	1.62	2.56
Travel Arrangements	1.68	0.78	0.93

Average scores for all Treasurer’s functions were positive and in general, scores relating to staff were higher than those relating to the delivery of the service. Although the majority of customer comments remained positive the overall view was that the service was unchanged over the previous 12 months, therefore room for improvement remains, particularly in relation to our efforts on service delivery.

In conclusion it appears that the County Treasurer’s are offering a satisfactory service to all customers.

For further information please contact the Treasurers Customer Care Group.