Benchmarking of customer satisfaction and service levels on PFI contract

Client description

  • Large multinational contractor providing road management and street cleaning services for local council as part of PFI contract.

Project Objectives

  • To measure resident satisfaction levels with a range of public services and then to track the ratings on an annual basis.

How we met the objectives

  • On line questionnaire with 1,200 residents in council area.
  • Telephone questionnaire with 100 residents to provide more qualitative feedback and help understand the reasons for the ratings.

Benefits for the client

  • Identified services of key importance for local residents.
  • Identified good performing services and those needing improvement. This helped the client plan resources to effectively meet client requirements.
  • Tracking mechanism put in place to allow impact of changes in service levels to be measured.