Torbay Council

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Customer Service Excellence

The Customer Service Excellence (CSE) standard is accredited by the Cabinet Office to organisations that provide services which are efficient, effective, excellent, fair and put the customer at the heart of everything they do. Customer Service Excellence was developed to help organisations provide a better service for customers with emphasis placed on understanding the customer’s experience and measuring service satisfaction.
The customer service team at Torbay Council achieved Customer Service Excellence working together with the Devon Customer Service Partnership in 2009 and has successfully retained its accreditation to the standard through the rolling programme in 2010 and 2011.
There are 5 parts to CSE these are:
  1. Customer Insight
  2. The Culture of the Organisation
  3. Information and Access
  4. Delivery
  5. Timelines and Quality of Service
The assessor reviews evidence for each over a three year programme. Each part is assessed and rated as either partial, compliant or compliance plus. Partial ratings have not met the standard fully, compliant ratings have met the standard and Compliance Plus highlights those areas of outstanding practice where the requirement of the standard has been exceeded.
Following the rolling programme assessment in 2010 two areas were identified as compliance plus and in the 2011 assessment customer services managed to increase the areas identified as compliance plus to five.
The five areas of outstanding practice identified by the assessor in 2011 were:
  1. the level of support shown by all areas of the council in improving customer service
  2. staff professionalism and attitude
  3. learning from mistakes
  4. using customer feedback to inform policy and strategy - the assessor was particularly impressed in the way that the Customer Access Team (formerly the Web Team) have joined up with customer services and using the data to continue to improve the website for customers
  5. the way in which the council evaluates how customers interact with the organisation and uses the information to make service improvements.
Cllr Ken Pritchard  said: "We are all delighted the Customer First team have continued to improve the level of customer service it provides to the residents of Torbay. This is testament to the high level of professionalism, dedication and customer care shown by our officers in Connections, the call centre and the newly accredited Customer Access team (formerly the Web Team)."

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