Service Standards Business Survey 2007/2008

Detailed below are the responses from a questionnaire sent to businesses in County Durham about our Service Standards. The questionnaire had a response rate of 14% (37 out of 257 sent out).

1. Our staff will always identify therselves by name?
Necessary - 34 (92%)
Unnecessary - 3 (8%)

Graph showing: Our staff will always identify themselves by name

2. Phone calls will normally be answered within 30 seconds?
Reasonable - 30 (81%)
>30 seconds acceptable - 7 (19%)

Graph showing: Telephone calls will normally be answered within 30 seconds

3. On leaving a message for an officer, which requires a reply, you will be contacted within one working day?
Reasonable - 27 (76%)
Should be < 1 day - 7 (19%)
> 1 day acceptable - 2 (5%)

Graph showing: On leaving a message for an officer, which requires a reply, you will be contacted within one working day

4. Should repeated attempts to reach you fail, a letter will be sent within 4 working days?
Adequate - 20 (54%)
Should be < 4 working days - 15 (41%)
> 4 working days acceptable - 2 (5%)

Graph showing: Should repeated attempts to reach you by telephone fail, a letter will be sent within four working days

5. Letters will normally be acknowledged immediately by telephone or by a card with an interim or substantive response within 5 working days?
Reasonable - 36 (97%)
Unreasonable - 1 (3%)

Graph showing: Letters will normally be acknowledged immediately by telephone or by a card, with an interim or substantive response within 5 working days

6. Customers making complaints to Advice Centres will be kept informed of progress of their complaint at weekly intervals if required?
Weekly is adequate - 33 (89%)
> often would be reasonable - 3 (8%)
< often would be reasonable - 1 (3%)

Graph showing: Customers making complaints to Advice centres will be kept informed of progress of their complaint at weekly intervals if required

7. Customers whose complaints are complex or involve possible prosecution, will be kept informed of progress at monthly or agreed intervals?
Monthly is adequate - 25 (68%)
> often would be reasonable - (32%)
< often would be reasonable - 0 (0%)

Graph showing: Customers whose complaints are complex, or involve possible prosecution, will be kept informed at of progress at monthly or agreed intervals

8. Business customers wanting advice on legislation will be visited where necessary within 3 working days?
1-3 days is reasonable - 23 (62%)
3 days is adequate - 11 (30%)
1 week is acceptable - 3 (8%)

Graph showing: Business customers wanting advice on legislation will be visited where necessary within 3 working days

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 - 18 (51%)
7 days is adequate - 15 (43%)
> 7 days is adequate - 2 (6%)

Graph showing: Applications for licences will be dealt with immediately in the case of animal movements and within 7 days in the case of explosives and poisons, subject to satisfactory compliance

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 - 34 (92%)
Unreasonable - 3 (8%)

Graph showing: Where 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 al cases within 10 working days

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 - 9 (24%)
6 months adequate - 24 (65%)
Longer than 6 months - 4 (11%)

Graph showing: Where minor infringements are discovered on routine inspection of business premises, a revisit will be made, in 90% of cases within 6 months

12. Retail trader requests for advice and assistance will receive a response within 2 working days?
< 2 days reasonable - 14 (38%)
2 days adequate - 22 (59%)
Longer than 2 days acceptable - 1 (3%)

Graph showing: Retail trader requests for advice and assistance will receive a response within 2 working days

13. All requests from Wholesalers and importers for advice will receive a response within 2 working days?
< 2 days reasonable - 12 (34%)
2 days adequate - 22 (63%)
Longer than 2 days acceptable - 1 (3%)

Graph showing: All requests from wholesalers and importers for advice and assistance will receive a response within 2 working days

14. We will respond to all requests for advice and assistance from the farming community within 2 working days?
< 2 days reasonable - 13 (34%)
2 days adequate - 19 (63%)
longer than 2 days acceptable - 0

Graph showing: We will respond to all requests for advice and assistance from the farming community within 2 working days

There were no extra comments received from any replies to the survey.