Top overall score for customer service

Published: Thursday, 7th February 2019

For the first time all the main ways Oxford City Council communicates with its customers have been rated in the top four of councils surveyed across the UK.

Oxford City Council is regularly rated as one of the best performing councils, but this latest rating is the best yet.

The independent GovMetric Satisfaction Index measures customers' satisfaction at 70 different councils, using phone, face to face and web interactions. It then publishes the top 10 each month. Oxford City Council has long maintained a consistent presence near the top for all three channels. 

For December 2018 GovMetric showed customer interactions through the City Council's website in the top overall spot. The City Council finished third in the face to face league and fourth for our telephone contact centre’s performance. 

The Council's website is designed to work as well on mobile phones as laptops and this is reflected by that fact that fifty eight per cent of visitors choose to view it like this. Figures showed that customers were particularly positive when using the Council's bin collection day page, the most viewed page over Christmas. 

Cllr Nigel Chapman, Board Member for Customer Focused Services said: "Oxford City Council is committed to continually improve its customers' experience when they access our services and many are now available through its website. These include the ability to webchat, to pay bills online and to receive paperless Council Tax bills.

"As part of our overall corporate targets we regularly check visitor satisfaction, listening to feedback so that we can take action to improve the services we provide. This is now being reflected by better GovMetric scores and I want to thank staff who have made this possible." 

Website satisfaction has been increasing since February 2018, with a previous highest performance of second place in October with users taking advantage of the additional services on offer, which include English as a Second Language and help for those with visual impairment.

To find out more about Oxford City Council's easily accessible online services visit the Do It Online page.