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One Stop Shop - how we are performing

One Stop Shop – customer satisfaction

We regularly ask you for your feedback on the performance of our One Stop Shops (OSS).

We carried out some research to find out what factors were important to you when contacting us. You told us the following were most important to you:

  • Knowledge of customer care officer
  • Politeness of customer care officer
  • Helpfulness of customer care officer
  • Clarity of information given
  • Waiting time
  • Easy access

We then asked you to score our performance out of ten in relation to each factor. When added together this give us your overall satisfaction score. The results are displayed in the table below:

Overall customer satisfaction

Year Target Achieved
April-June July-September October-December January-March
2017/18 90% 99%  96%
2016/17 90% 97% 97%  91% 95%

The results help us to understand where changes can be made to make our services better and ensure that we provide you with the best possible service.

Our performance

We aim to provide high quality, accessible council services at our 3 One Stop Shops (Yate, Kingswood and Patchway), whilst signposting to other possible support and advice, giving people more choice about how and when they access services.

The One Stop Shop answer enquiries about a wide variety of council services.

Our visitor numbers (across all three sites)

 Visitors answered April – June July – September October – December January – March
2017/18 16,256  14, 574
2016/17 18,038 16,928 14,330 16,832

(Please note, Thornbury One Stop figures have not been included from the 1 July 2017)

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