Service Standards Business Survey 2005/2006
1. Our staff will always identify therselves by name?
Necessary - 32
Unnecessary - 3
2. Phone calls will normally be answered within 30 seconds?
Reasonable - 27
>30 seconds acceptable - 10
3. On leaving a message for an officer, which requires a reply, you will be contacted within one working day?
Reasonable - 26
Should be < 1 day - 6
> 1 day acceptable - 4
4. Should repeated attempts to reach you fail, a letter will be sent within 4 working days?
Adequate - 19
Should be < 4 working days - 12
> 4 working days acceptable - 4
5. Letters will normally be acknowledged immediately by telephone or by a card with an interim or substantive response within 5 working days?
Reasonable - 35
Unreasonable - 1
6. Customers making complaints to Advice Centres will be kept informed of progress of their complaint at weekly intervals if required?
Weekly is adequate - 28
> often would be reasonable - 7
< often would be reasonable - 1
7. Customers whose complaints are complex or involve possible prosecution, will be kept informed of progress at monthly or agreed intervals?
Monthly is adequate - 17
> often would be reasonable - 18
< often would be reasonable - 1
8. Business customers wanting advice on legislation will be visited where necessary within 3 working days?
1-3 days is reasonable - 21
3 days is adequate - 0
1 week is acceptable - 4
9. Application for licences will be dealt with in the case of animal movements & within 7 days in the case of explosives & poisons, subject to satisfactory compliance?
< 7 days reasonable - 12
7 days is adequate - 14
> 7 days is adequate - 0
10. When an officer requires immediate action to be taken an explanation will be given which will be confirmed in writing in most cases within 5 working days and in all cases within 10 working days?
Reasonable - 31
Unreasonable - 5
11. Where minor infringements are discovered on routine inspection of business premises, a revisit will be made in 90% of cases within 6 months?
Earlier than 6 months reasonable - 12
6 months adequate - 20
Longer than 6 months - 4
13. Retail trader requests for advice and assistance will receive a response within 2 working days?
< 2 days reasonable - 8
2 days adequate - 23
Longer than 2 days acceptable - 2
14. All requests from Wholesalers and importers for advice will receive a response within 2 working days?
< 2 days reasonable - 9
2 days adequate - 25
Longer than 2 days acceptable - 0
15. We will respond to all rtequests for advice and assistance from the farming community within 2 working days?
< 2 days reasonable - 8
2 days adequate - 23
longer than 2 days acceptable - 1
16. Do you find our criminal law enforcement policy is......?
Helpful - 18
Appropriate - 14
Inappropiate - 0
Unhelpful - 1
