We very much value the feedback we receive. Working in partnership with our valued customers, we can ensure the service we deliver remains appropriate for need and on trend, consistently high quality and best value for money.
As part of the City of Wolverhampton Council's C3 Transformation Programme, consultation and communication with our customers is a key focus for Facilities Management. We actively encourage feedback and want to hear what you think about us, whether you are happy with what we do, or have an idea for improvement.
Our annual customer satisfaction survey is delivered to customers with the aim to capture feedback about the services we provide and also to gain an understanding of the level of satisfaction they receive.
- We strive to readily engage with customers and respond to feedback where required in order to enhance our service delivery and performance.
- We will also share our good news stories and compliments to demonstrate where we 'get it right'.
- We also want you to tell us when we get it wrong, could have done better, when we fail to do something we said we would, or if we treat you unfairly.
The 2018/19 survey was sent to all customers currently using Catering, Cleaning or Facilities Management Services to ask about their level of satisfaction during 2018/19. Customers were encouraged to share their feedback regarding areas they thought we could improve and whether they would recommend our services. The overwhelmingly positive feedback we received is a testament to the quality, reliability and flexibility of our service. 87% of respondents rated the overall service as “Excellent” (48%) or “Good” (39%) 100% of respondents rated the overall service in positive terms!
A selection of customer comments are highlighted below:
Catering
Provides a quality service with no need to worry
S Blower, Executive Headteacher, Christ Church Infant School & Nursery
Good quality of food and professional attitude towards pupils
S Sharma, Headteacher, Wood End Primary
Cleaning
Staff are safety conscious, reminding colleagues of hazards verbally alongside the use of signs. Flexible staff who are willing to work around school needs
Helen McKenzie, Headteacher, St Patrick's Catholic
Cleanliness is excellent; nothing to change – work to a high standard
Tracy Adshead, Health Visitor, Rocket Pool Strengthening Families Hub
Caretaking
Excellent value for money. Easily contactable. Area Facilities Officer is efficient, approachable and helpful at all times
Angela Turvey, Office Manager
Easily approachable, maintaining a good relationship between us, providing service as soon as possible, caring
Mr Balvant, D U Patel MBE, Hon Secretary, Bilston Community Centre