Cashiers Customer Survey July – August 2006
The aim of the survey was to consult the general public in relation to current
methods of payment, alternative methods of payments, office location and
alternative locations should they be made available, office opening times and
the ease of understanding the bills they received. They were also asked if they
had been treated in a fair and equitable manner
A survey form was issued to members of the general public at the cashiers
counter and posted to customers making payment by postal remittance during the
period 17th July to 7th August 2006.
1. A high percentage of 95% indicated they were satisfied with the current
methods of payment available, of those surveyed 62% paid by cash and 25% by
cheque.
2. Using alternative methods of payment 1% indicated they would pay using SMS
text messaging, 1% using digital TV, 38% using plastic payment card and 23%
would ring a call centre to pay by debit or credit card.
3. The survey was carried out from the City Treasurers cashiers sections where
80% of those surveyed paid their bills. If alternative locations where available
64% of customers indicated they would pay at the post office, 25% would pay at
the local newsagents and 23% would pay at the local shop.
4. The opening times of the locations available proved to be satisfactory with
87% of customers happy with the current opening times, 5% of customers where not
happy with these times.
5. Most customers 91%, were happy with the information on the bills only 6%
indicated they were not satisfied with the information on the bill.
6. Customers were asked if they were treated fair and in an equitable manner,
93% of customers responding had been treat in a fair and equitable manner.
Conclusion
The results of the survey show high levels of satisfaction in current methods of
payment, office opening times and customers understanding of the bills. There is
an indication that customers would consider using other locations to pay for
council services if they were available, some of the comments from the small
percentage of customers who were not satisfied about opening times indicated
preference for a later opening time / extended service availability. The move to
new methods of payment of SMS text messaging and digital TV payments away from
the traditional methods of cash and cheque is very small at the moment, there is
a higher preference to use payment cards or credit / debit cards via the
telephone as payment methods.
Cashiers Customer Survey January 2002
The aim of the survey was to consult the general public in relation to methods
of payment, office location, office opening times and if the information on the
bills we send out is easy to understand.
A survey form was posted to all customers making payment by postal remittance
during the period 8th January 2002 to 14th January 2002.
1 A very high percentage of 93% shows that the methods of payment available to
our customer to be very satisfactory.
2 The location of the cash offices throughout the city are satisfactory with
86.7% of our customers happy with the locations.
3 The opening times of the offices proved in the main to be satisfactory with
79.8% of customers satisfied.
4 Most customers (89.1%) were able to understand the information we supply on
the bills we send out, there does seem to be some concerns from the comments
received about payments by internet and the difficulty of understanding the
council website.
Conclusion
The results of this postal survey indicate a high level of satisfaction from
our customers relating to the method of payment, office location, opening times
and the ease in understanding the information we supply. However judging from
the comments received there may be a need to ensure all our customers are aware
of the options available to them and that the internet site is more accessible.
Cashiers Customer Survey September 2001
1. Waiting times for customers proved to be satisfactory 95.7% of those surveyed
were served within five minutes.
2 . Of those surveyed 93% said the manner of the staff was either excellent or
good, 6% said average, 0.5% said poor and 0.5% did not answer.
3. The ability of the cashiers to answer enquiries proved to be of a reasonable
high standard 93% of the customers surveyed thought the efficiency of the staff
to be excellent or good, 6% said average and 1% said poor.
4 . The facilities available at the Rates Hall were in the main good, 80% said
excellent/good, 18% said average and 2% of the survey expressed a concern at the
level of privacy and the décor of the office to be poor.
5 . The vast majority of those surveyed (88.9%) prefer to make payment by cash.
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last updated
15/08/07
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