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