In a perfect world we deliver right first time, on time, every time and every contact has value for the customer. But we all live in a real world where human endeavours contain error. What distinguishes the best organisations is the quality of the solution and the people putting it right.

Craven District Council is one of 9 local authorities in England that has been successful in obtaining funding from Central Government to pilot a toolkit developed by the Department for Communities and Local Government (CLG) aimed at helping them to develop a customer-focused approach to service delivery - Getting it Right and Righting the Wrongs.

Purpose

Getting it right and righting the wrongs is about making things better for customers and getting better at fixing things when they go wrong. A lot is known about what customers want and how to improve customer service.

Using the toolkit, Craven District Council is asking its staff and customers to identify the strengths and gaps in service provision and potential opportunities for change.

Customer Experiences
Craven District Council wants to know what you think of the customer services we provide and experiences of recent enquiries you have had with the Council.

A customer survey was produced and available during November 2009 to March 2010, using the questions from the Getting it right, and righting the wrongs toolkit. To view the results from the Customer Survey please see Getting It Right Customer Survey Feedback.

For more infomation about Getting It Right, and Righting the Wrongs toolkit please visit the Getting It Right Report and Getting It Right Toolkit.

The Getting It Right Pilot finished in March 2010 however if you would like to let the Council know your views please download and complete the Customer Satisfaction Survey and return to any of the contact details below.

Your comments will be used to help us provide a better service to all our customers.