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Calderdale Council Customer Satisfaction Survey

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About this survey

Please note: the survey has now closed.

We are conducting this survey to gather your views on your experience when contacting the Council. Your feedback will help us better understand what we're doing well and where we can improve. This will help us adapt our services to better meet your needs.

A summary of the results will be published on this page in November 2024.

The survey should take approximately 5 to 10 minutes to complete and will close at midnight on 07 October 2024.

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.

Paper Surveys

  • Paper surveys will be available in Calderdale libraries or from Customer First reception, Horton Street, Halifax.
  • Alternatively, you can download and print your own paper copy by visiting the link at the bottom of this page.

Completed paper surveys should be handed in to the library or posted to: Consultation Officer, Calderdale Council, Princess Buildings, Halifax, HX1 1TS.

All paper surveys should be received by the survey close date of 07 October 2024.

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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 14 October 2024.

Prizes are:

  • I x family ticket to the end of year pantomime at Victoria Theatre, Halifax.
  • 1 x one month sports membership for Brighouse, Sowerby Bridge or Todmorden sports and fitness centres.

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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.

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165 participants

Phases

Phases overview
Phase 1: Survey
Survey
Phase 2: Analysing results
Analysing results
Phase 3: Reporting on outcomes
Reporting on outcomes

Reporting on outcomes

24 January 2025 00:00 - 10 February 2025 00:00

What we heard

177 people completed the survey.

Overall, people want a more responsive, accessible and accountable service. They want to see the Customer Experience Principles in the Customer Experience Framework put into action.


What do people value most when contacting the Council?

  • Quality of service, speed of service and receiving accurate information. 
  • Being signposted to the right service.
  • Receiving timely responses to enquiries and updates on progress


What are the most common services people contact the Council about?

  • Highways, waste collections and recycling.


How do people prefer to contact the Council?

  • People prefer to contact the Council by phone or email but having in-person options is also important to meet everyone’s needs.


Using the Council website

  • Processes, such as online forms and search functions, should be easy to use and consistent.
  • Some people are interested in volunteering to help test processes and online forms to help develop or improve them.


Feedback on the Customer Experience Framework

  • A majority of people think the principles in the Framework align with those that are important to them as customers.
  • People want to see the Framework put into action.
  • The Framework should include how success and failure will be measured.


How will this feedback be used?

  • Feedback from the survey will be used to improve and update the Customer Experience Framework for 2025 to 2027. It will go to Cabinet on 17 March 2025.
  • A link to the updated Framework will be posted here when it is published.