HELP POINT SURVEY 2004

During week commencing 18 October 2004, as part of Help Point Awareness Week, the Help Point Survey was undertaken.  The purpose of the survey was to find out if our customers were satisfied with the level of customer service and if not, why not and also ways we could improve the facilities.

Here are a few comments from our customers:

- I think this place is just magic!  Never, on the numerous occasions that I have had a problem/query, have the wonderful staff not helped me there and then.  If they haven’t known an answer they have found out for me and then telephoned.  I thank you all, long may you continue.

- Excellent use of ratepayers’ money.

- I found the ladies a great help and kind and understanding.

- On every occasion I have used the Help Point I have found all staff     

- Staff are very kind and helpful.

-  Have been visiting ever since it opened and have had the most satisfying service on all information I required, especially Council Tax dealings.

- Thank you for a prompt return by post of the information I requested.  Very helpful.

-  Myself being deaf, the staff is very helpful.

 HELP POINT SURVEY 2004

RESULTS

Here are a few suggestions from customers to improve our service and the facilities in the Help Point:

- The Help Point seems aimed at 50+ not very open to young people – although staff are very friendly I’m not sure many young people (I’m not one) would feel comfortable entering the shop or feel they could have anything to offer them.

The Help Point is here to serve all residents and visitors of Burgess Hill and the staff are always happy to help everyone.  We will continue to monitor our service to the younger generation and look at ways to improve.  There is the Youth Information Shop in the town centre which has been set up specifically for 13-25 year olds.

- The signing needs looking at.  You have to have a degree to follow sign to car park and then back to your office in Burgess Hill.

Working in partnership, Burgess Hill Town Council, Mid Sussex District Council and West Sussex County Council have erected signage in the town centre’s car parks which gives directions to the Help Point.  Subject to additional funding we would like to have further signs erected through the shopping area.

- Really look into the problem of garden rubbish.  As an OAP I think 70p per green bag a lot to pay.  Surely they could be cheaper for the elderly.

Unfortunately this matter is out of the remit of the Help Point, as the green sacks are supplied by Mid Sussex District Council. 

- I am deaf using sign language.  The staff were very helpful using written form, would like for them to learn basic deaf awareness + basic sign language.

All staff attend the Tourism South East ‘Welcome All’ course where some basic sign language is demonstrated.  Some of the staff have expressed an interest in learning British Sign Language.

- Perhaps you could do counter research to gauge the ages of people entering the building and their needs – and if necessary try to attract ages not using this facility.

We are always keen to review our services and want to attract all age groups and will consider all avenues to achieve this goal.