Decision details

The report before Members provided details of performance with oKPI 1 Customer Satisfaction with oneSource services. The indicator was collected by an electronic survey campaign, which was undertaken biannually.

Members noted that the oneSource Business Services team monitors the relationship between oneSource and its customers and overall performance, ensuring oneSource meets the expectations of the programme and needs of its customers.

oneSource was set a challenging 80% target for customer satisfaction for the services to exceed. In October, satisfaction exceeded this target for the first time with 82% overall customer satisfaction. This rose from 75% in March 2017 and has seen continued upward trend since October 2016 where satisfaction was 72%. in October 2016. 

Individually, customer satisfaction with the service received is 89% from Havering Council, 81% from Newham Council, 55% from Bexley Council and 78% from oneSource. Customer satisfaction has increased for Havering and Newham, with satisfaction in both councils exceeding the target. Satisfaction within oneSource dropped slightly to 78%. There was a significant decrease in satisfaction within Bexley, with overall satisfaction at 55%. 

Satisfaction within Havering, Newham and oneSource were within a similar range, bordering near the target; however, within Bexley, satisfaction reduced due to lower than expected results. Therefore further investigation and actions are required to address this.

The Joint Committee noted oneSource’s Customer Satisfaction key performance indicator (KPI).