| | NON DOMESTIC RATES - CUSTOMER SURVEY RESULTS | 2005 | 2006 |
| | NO OF SURVEY'S ISSUED | 1448 | 883 |
| | NO OF SURVEY'S COMPLETED | 252 | 185 |
| | RESPONSE RATE | 17% | 21% |
| | As some respondents did not respond to all question we have based this calculation on Q1 which we expect all respondents to have completed | | |
| | PAYMENT METHODS | | |
| Q1 | Please indicate what method of payment you use to pay rates | | |
| | Direct Debit | 49% | 18.4% |
| | Cash/Cheque | 38% | 63.8% |
| | Standing Order | 7% | 3.8% |
| | Bank Electronic Transfer | 5% | 12.4% |
| | On-line | 0% | 1.1% |
| | Credit/Debit Card | 0% | 0.0% |
| | Total Responses | | |
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| Q2 | Are you satisfied with the method of payment? | | |
| | Yes | 97% | 99.5% |
| | No | 3% | 0.5% |
| | No comment | 0% | 0.00% |
| | Total Responses | | |
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| Q3 | If no, please indicate below what alternative method of payment you would like to use | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q4 | All methods of rates payments are normally payable on the 1st of each month with the exception of Direct Debit payers who pay at the end of each month, Do you find these payment dates | | |
| | Satisfactory | 93% | 93.0% |
| | Unsatisfactory | 7% | 4.3% |
| | No response | | 2.7% |
| | Total Responses | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q5 | If this is unsatisfactory, please state your preferred date | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q6 | If you would like to receive your bill by email please confirm your address | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q7 | If you would like us to send you communication by email | | |
| | All responses to this question have been transferred to the action plan | | |
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| | CONTACTING US | | |
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| Q8 | You can contact us by post, fax, email, tel or in person. Are you satisfied with these arrangements? | | |
| | Yes - satisfied | 100% | 97.8% |
| | No - dissatisfied | 0% | 1.6% |
| | No response | | 0.5% |
| | Total Responses | | |
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| Q9 | Are there any additional arrangements you would like us to consider? | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q10 | If you have ever contacted us, please state if it was by | | |
| | Telephone | 68% | 56.8% |
| | Letter | 21% | 11.9% |
| | Email | 6% | 15.1% |
| | Personal Visit | 6% | 2.7% |
| | No response | | 13.5% |
| | Total Responses | | |
| | | | |
| Q11 | Did you feel that your query was answered | | |
| | Completely | 85% | 76.8% |
| | Partly | 14% | 9.7% |
| | Not at all | 1% | 0.5% |
| | No response | | 13.0% |
| | Total Responses | | 1 |
| | | | |
| Q12 | Was you query dealt with in a polite and efficient manner? | | |
| | 1 Lowest | 4% | 3.2% |
| | 2 | 3% | 2.7% |
| | 3 | 15% | 16.8% |
| | 4 | 38% | 29.7% |
| | 5 highest rating | 40% | 33.0% |
| | No response | | 14.6% |
| | Total Responses | | |
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| Q13 | If you contacted us, were you able to find our contact details easily | | |
| | YES | 97% | 80.5% |
| | NO | 3% | 4.9% |
| | No response | | 14.6% |
| | Total Responses | | |
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| Q14 | If not, please state why not | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q15 | If you contacted us, please say whether your enquiry was replied to | | |
| | In less than 10 days | 75% | 63.2% |
| | Between 10 - 14 days | 17% | 11.4% |
| | Between 14 - 28 days | 6% | 4.9% |
| | More than 28 days | 3% | 2.2% |
| | No response | | 18.4% |
| | Total Responses | | |
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| | OUR CORRESPONDENCE | | |
| Q16 | When you receive communications from the Business Rates Team do you find them clear and easy to understand | | |
| | YES | 98% | 94.1% |
| | NO | 2% | 4.3% |
| | No response | | 1.6% |
| | Total Responses | | |
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| Q17 | If no, please indicate why | | |
| | All responses to this question have been transferred to the action plan | | |
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| Q18 | Is there any more information that we could supply that you would find useful | | |
| | All responses to this question have been transferred to the action plan | | |
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