Alston Appleby Kirkby Stephen Penrith

www.eden.gov.uk

www.eden.gov.uk

www.eden.gov.uk

Eden customers

throw me a curve ball

www.eden.gov.uk

• Channel Shift project

• Customer contact preferences survey

www.eden.gov.uk

The key purposes of this survey are;

to identify our customers current most preferred access channels for EDC services.to identify key segments where channel shift can be most successfully implemented.to identify the key customer benefits of an online service

www.eden.gov.uk

Background

A similar survey undertaken in 2010

2014 survey segmented into 2 customer groups

400 surveys sent out in the post 100 surveys sent out by

Surveymonkey

www.eden.gov.uk

Key results

2010 Telephone

Face to Face

Email Letter Council Website

Most Preferred Channel

60 % 19% 10% 4% 6%

2014 Telephone

Face to Face

Email Letter Council Website

Most Preferred Channel

47 % 12% 29% 4% 8%

Key Findings of research

www.eden.gov.uk

Key results

2010 Telephone

Face to Face

Email Letter Council Website

Most Preferred Channel

60 % 19% 10% 4% 6%

2014 Telephone

Face to Face

Email Letter Council Website

Most Preferred Channel

47 % 12% 29% 4% 8%

What could I be concerned about here?

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Key survey results

Telephone remains the preferred access channel - dominance had reduced from 60 % in 2010 to 47 % in 2014

Email is now the second favourite preferred access channel in 2014

The popularity of using the Councils’ website remained very low and only 8% cited this as their preferred channel in 2014

www.eden.gov.uk

Breakdown of the two 2014 groups

  Telephone Face to Face

By email By Letter EDC Web site

Paper Based Group

60% 19% 10% 4% 6%

Internet Users Group

26% 0% 62% 3% 10%

www.eden.gov.uk

So what’s up with Email ?

•Email is great for communication

•Email is poor for requesting services

www.eden.gov.uk

So what’s up with Email ?

Can generate

Email Ping…..Pong

www.eden.gov.uk

So …why do customers like using email?

Documented Evidence

Any other reasons ?

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So …why do customers like using email?

What do you think?