CUSTOMER CARE

MEDIA COVERAGE

Reputation Tracker - April 2018

Total number of calls

Number of calls resolved at first point of contact

VERY + ....... 6+ ............... 116NEUTRAL .... 160- ................. 17 VERY - ........ 1

VERY + ....... 2+ ............... 11NEUTRAL .... 69- ................. 8VERY - ........ 0

Articles

Enquiries

14,359

14,163(93.61%)99 99 97= 98 93 97=88 88 95=100 99 96=+ 91 83 77=

SATISFACTION

97%

97%

94%

96%

77%

99%

95%

91%

99%

89%

99%

98%

91%

99%

91%

Apr 2018 Mar 2018 Apr 2017

I am satisfied with the services provided.

The Council is efficient and well run.

The Council services are value for money.

I would speak highly of Aberdeenshire Council.

The Council takes account of residents’ views.

FEEDBACK COMPLAINTS/COMPLIMENTS

We TWEETED 54 times from @aberdeenshire which made136k Impressions*

SOCIAL MEDIA

Top Posts FACEBOOK

SEEN BY 14,711We were very pleased to welcome Her Royal Highness The Princess Royal to Banff and Macduff today...

SEEN BY 9,716More snow is expected across Aberdeenshire this evening into tomorrow...

SEEN BY 8,573An exhibition about the heavy bombings Peterhead sustained during World War 2 is set to coincide with the RAF's 100th anniversary celebrations...

1

2

3

TWITTER in APRIL

* Impressions: Times a user is served a Tweet in timeline or search results

130 168 154=

79 104 38=

146 166 166=

85 119 91=

161 47 75=

79

146 166 166

130 154

85 119 91

161 47 75

Complaints received.

Compliments received.

Complaints completed and closed.

Number of complaints resolved at level one.

Number of complaints resolved at level two.

Feb18 Mar 18 Apr 18

104 38

168

OVERALL SATISFACTION

VERYSATISFIED

QUITESATISFIED

NEITHER/NOR QUITE DISSATISFIED

VERY DISSATISFIED

Apr Mar Feb Apr Mar Feb Apr Mar Feb Apr Mar Feb Mar Feb Jan Apr Mar Feb

Local Schools 100% 100% 100% 38% 15% 22% 62% 85% 78% - - - - - - - - -

Social care or social work services 94% 100% 100% 87% 76% 62% 7% 24% 38% - - - - - - 7% - -

Libraries 100% 100% 100% 94% 83% 94% 6% 17% 6% - - - - - - - - -

Museums and Galleries 100% 100% 99% 36% 39% 31% 64% 61% 68% - - 1% - - - - - -

Parks and open places 89% 98% 96% 15% 9% 7% 74% 89% 89% 4% - 1% 7% 2% 3% - - -

Leisure facilities 99% 98% 100% 24% 13% 6% 75% 85% 94% - - - 1% 1% - 1% 1% -

Refuse collection 100% 100% 99% 83% 69% 78% 17% 31% 21% - - - - 1% - - - 1%

Street cleansing 98% 98% 96% 4% 7% 5% 94% 91% 91% 1% 1% 2% 1% 1% 2% - - -

The quality of customer services 98% 98% 98% 66% 63% 85% 32% 35% 13% - 1% 3% 2% - - - 1% -

Roads maintenance 31% 29% 36% - - - 31% 29% 36% 1% 3% 1% 51% 57% 54% 17% 11% 9%

Housing Provision 61% 77% 69% 2% - - 59% 77% 69% - 1% 1% 39% 21% 29% - 1% -

SATISFACTION - Services Reputation Tracker - April 2018