Nacka Kommun, one of Sweden’s 290 County/District Councils, selected Questionnaire Factory to provide an independent telephone survey to measure how well the call centre was meeting the needs of local inhabitants. The Council wanted to find out how 5 different contact centre groups, covering different areas of the organisation, were handling customer enquiries.

In particular they wanted to measure:

  • The proportion of callers who visit the website and how they rate the website
  • Satisfaction with waiting times and the initial response experienced by callers
  • Satisfaction with the overall handling of enquiries (using the NKI – Satisfaction Index)
  • Effectiveness of the call centre in dealing with enquiries
  • Caller comments to provide an in-depth understanding of the key issues raised
  • To profile callers and measure any difference in response by type of caller
  • To measure any differences in reponse by type of enquiry