Customer Care survey results 2015-16

Our service users and partners are central to what we do in Family Services and we believe that your views are key to helping us make our service more effective.

Each year we conduct a survey to collect the opinions of children, young people and families who use our services. We also ask our partner agencies, who are not part of the council how good we are to work with.

This year’s feedback was overwhelmingly positive and a summary of the results can be found below.

Service users

Infographic summarising results from service users

  • 94% of service users rated our staff ‘very respectful’ or ‘respectful’
  • 93% said workers ‘always reply’ or ‘usually reply’ to messages (up from 74% in 2012)
  • 90% ‘agreed’ or ‘strongly agreed’ that they were happy with the support they received from Family Services
  • 87% of service users either ‘agreed’ or ‘strongly agreed’ that the service met their expectations
  • 78% of service users have an alternative contact number if their worker is unavailable (up 10% on 2014)


Infographic summarising results from partners

  • 100% of partners felt the service received in their initial contact was excellent, good or satisfactory; 96% said it was good or excellent
  • 99% of partners ‘strongly agreed’ or ‘agreed’ our staff are professional in their approach
  • 98% of partners said the overall service they received was satisfactory or above and 92% rated it ‘good’ or ‘excellent'
  • 96% of our partners ‘strongly agree’ or ‘agree’ that our staff are knowledgeable

Last updated: 11 August 2016
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