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Calderdale Council Customer Satisfaction Survey 2025

Please note: this consultation is now closed for responses.

Share your views in our annual Customer Services consultation.

We want to hear about your experience when contacting the Council and using our website.

  • Your feedback will help us better understand what we're doing well and where we can improve.
  • This will help us shape our services to better meet your needs.


How to share your views

  • Complete the online survey by selecting the button marked "Take the survey". This is a green button on the top right of your screen on a laptop or PC and a white button at the bottom of your screen on a mobile phone.
  • Other ways to share your views are listed at the bottom of this page.
  • The survey should take approximately 5 to 10 minutes to complete and will close at midnight on 16 November 2025.
  • The survey includes some questions about our Customer Experience Framework. To answer these questions you might want to read the document on the Calderdale Council website. Visit Customer Experience Framework.


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Prize Draw

By completing this survey, you can choose to enter our prize draw. Please provide your contact details at the end of the survey if you would like to take part. Winners will be notified by 28 November 2025.

Prizes are:

  • I x family ticket to the end of year pantomime at Victoria Theatre, Halifax.
  • 1 x three-month sports membership for Brighouse, Sowerby Bridge or Todmorden sports and fitness centres.
  • 1 x family ticket to Shibden Hall (during opening times March - October 2026).

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Data Protection

  • Survey responses will be collected and processed by Calderdale Council in accordance with the Data Protection Act 2018.
  • For information, view our download our Privacy Notice.


Sharing the results

A summary of the results will be published on this page in January 2026.

You're viewing real-time data. Participant counts are continuously updated for administrators. Please note that regular users see cached data, which may result in slight differences in the numbers.
298 participants

Phases

Phases overview
Phase 1: Share your views
Share your views
Phase 2: Analysing the results
Analysing the results
Phase 3: Results and next steps
Results and next steps

Results and next steps

27 February 2026 00:00 - No end date

2025 Customer Satisfaction Survey: Key Insights

Our annual survey tracks customer satisfaction over time and highlights areas for improvement.

Participation

  • In 2025, 316 people completed the survey, a 79% increase compared with 177 respondents in 2024.


Overall satisfaction

Satisfaction with many aspects of customer service has improved over the past year.

Areas of further improvement include:

  • Faster responses.
  • Greater focus on accessibility.
  • Accurate signposting to the right person or service.
  • Clear explanations of how success or challenges are measured.


What people value most

  • Quality and speed of service, along with accurate information, remain the top priorities.
  • Being directed to the right person or service continues to be important.
  • Timely responses and updates on progress are still key expectations.


Common reasons for contacting the Council

  • Highways, waste collection, and recycling remain the most frequent queries.


Preferred contact methods

  • Email and phone are the most popular contact methods.
  • In-person options remain important to accommodate everyone’s needs.


Improvements since 2024

  • Quality of service: 39% satisfied, up 11%.
  • Query resolution: 44% satisfied, up 6%.
  • Staff helpfulness: 38% rate as good or very good, up 2%.


Using the Council website

  • 64% of people find the information they need easily, a 13% increase from 2024.

Focus areas for improvement:

  • Online forms and search functions should be user-friendly and consistent.
  • Information should be clear, up to date, and easy to locate.

Some respondents expressed interest in volunteering to test and improve processes and online forms.


Feedback on the Customer Experience Framework

  • Many people feel the Framework aligns with their expectations as customers.
  • 41% believe it explains how the service aims to get things right first time, up 12% from 2024.

To improve further:

  • Strengthen focus on accessibility, inclusion, security, and data protection.
  • Clearly outline how success and failure will be measured.


Next steps