Customer feedback, consultation and news
Wakefield Registration and Celebratory Services is committed to improving service delivery and increasing customer satisfaction by making sure that the Service reflects the needs of its customers.
In order to do this it is important to seek the views and experiences of all those to whom the service is connected, including staff, stakeholders, customers and the public.
Our mission statement;
To deliver an efficient, dignified and sensitive Registration Service to meet the needs of the customers it serves.
Customer feedback
We are continuously seeking feedback to help improve the service we provide to our customers. You can help us do this by completing a ‘Customer Feedback’ online form.
We are pleased to announce the excellent feedback received from our customers last month:
100% of customers rated our service Very Good or Excellent
Team performance
- 99% of customers with an appointment, who arrived on time, were seen within 10 minutes of their appointment time
- 9 customers who arrived without an appointment were seen the same day
- 21 customers with an appointment failed to attend resulting in 7 hours of lost appointment time
- 202 (22%) customers arrived late for their appointment - although we try our best to see these customers straight away, this often has a knock on effect for the customers who follow
- 100% of emails, telephone and postal requests for replacement certificates were responded to within 5 working days
- We issued a total of 476 replacement certificates
We are pleased to report that we achieved all our targets last month.
You commented, we listened
You commented
The phone line is always busy and goes to voice mail. If you call back on voice mails that would be great. There should be someone available to pick up phone for citizenship ceremony enquiries.
We listened
Excellent customer service is a priority for us and we always make sure that there are enough staff in each office to answer the phone. Unfortunately we continue to have a high volume of calls at peak times resulting in customers having to leave messages which are always responded to promptly.
We now offer the facility to book a birth or death registration appointment online. Our answer message has been changed to advise customers of the facility to book online. Since the recent changes the number of online bookings has increased to approximately 40 per cent online birth appointment bookings and 20 per cent online death registration appointment bookings. This is helping to reduce the number of calls and helping customers to get through to us more quickly.
In January 2017 we introduced a new telephone option for customers contacting us to book a ceremony so they are directed immediately to the ceremonies team.
As part of our strive to improve customer service we will be introducing online certificate ordering and online marriage ceremony bookings, all of which we hope to have in place in place early 2018.
You commented
It was difficult to make any payments over the phone I ended up having to go in as I tried over 8 times to get through to pay the final balance.
We listened
Excellent customer service is a priority for us and we always make sure that there are enough staff in each office to answer the phone. Unfortunately we continue to have a high volume of calls at peak times resulting in customers having to leave messages which are always responded to promptly.
In July we introduced the option for customers to register a death at Pinderfields Hospital where the bereavement office make their appointments. Approximately 45 per cent of customers used this facility in August.
We do offer the facility to book a birth or death registration appointment online. In August we saw a huge increase in the number of customers booking their birth appointment online, with 80% of the total birth registration appointments being made this way.
This is helping to reduce the number of calls and helping customers to get through to us more quickly.
As part of our strive to improve customer service we are looking to introduce online certificate ordering. We are also working on the facility for customers to pay for their ceremony and return their ceremony arrangement form online, we hope to see these in place by Winter 2018.
Engagement
Our customer engagement strategy has been developed to ensure that all consultation undertaken is effective, efficient and consistent. We aim to continuously improve our service through our consultation process.
Registration Service Delivery Plan
This
service delivery plan describes how the local Registration Service (Wakefield Registration & Celebratory Services) is structured, managed and delivered. It outlines the range of functions provided and how and where these services can be accessed. It includes the key service priorities and service deliverables achieved in 2018/2019 and those set for 2019/2020.