ABOUT THIS PROJECT
Värmdö 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 had recently made a number of investments to improve the way the call centre handled customer enquiries and they wanted to re-evaluate caller experience.
In particular they wanted to measure:
- 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 response by type of enquiry