Access Trafford Contact Centre Customer Survey 2021

The Access Trafford Customer Survey  was carried out for 30 days by asking residents who recently contacted Access Trafford by phone and email to complete a short survey to help us gain valuable insight into what we do well and where we can improve.  Thank you to the 150 residents who took the time to provide us with your valuable feedback. 

We asked you the following questions to help us forward plan and improve our service to you.

• Did you try to use the Trafford Council website before contacting Access Trafford by email or telephone?
• How you found the advice given by our Customer Service Advisors
• To rate the professionalism and friendliness of our Customer Service Advisors
•  How you found waiting times when contacting us by telephone.
• We also wanted to know about you, so we can better understand our customer base and ensure we are reaching all our residents. We asked, aged, ethnicity and where in Trafford you reside.

• Surprisingly over 45%  of respondents told us they had tried to find information on the website before contacting Access Trafford via email and telephone.
• 75% of respondents agreed or strongly agreed that our Customer Service advisors were able to resolve their query over the phone.
• 79% rated the Customer Service Advisors professionalism either excellent or very good
• 83% rated the Customer Service Advisors willingness to help as either excellent or very good.
• 73% thought that the advisors ability to resolve the query was either excellent or very good.
•  80% of respondents agreed, or strongly agreed that calls were answered in a satisfactory time period.

As over 45% of respondents had tried to use the Council website before contacting  Access Trafford. We analysed the comments received to work on improving the Council Website.  Comments mentioned out of date information, difficulties making online payments and navigation of the website.  The information from our survey was discussed with the Web Team who working on improving the content and accessibility.

The Access Trafford Contact Centre does not deal with waste or highway issues, this is a One Trafford Service that is provided by Amey on behalf of the Council. The information regarding bin pages on the website and ordering  green waste bags has been passed to One Trafford.  Improvements have been made to the website content and processes to improve the customer experience.

The  next  Access Trafford customer survey will be winter 2021.