Theme One Knowing Our Customers

Following a study of corporate marketing materials, plans are now in place to include evaluation and ethnic monitoring forms on a percentage of all leaflets and marketing materials to discover how effective our marketing materials are in communicating effectively with all our communities.  Customer satisfaction surveys continue to be undertaken, including a major internal survey of all Council employees.

To further assess whether we are reaching "hard to reach" groups of potential customers it is our intention to include monitoring forms in our benefits service postal surveys during this coming year.  These surveys are undertaken every three months.  A monitoring form will also be included in the Benefits Survey in support of our Best Value Performance Indicators which is due to be despatched in May 2003.  The results will be anaylsed and used to identify any gaps in service provision.  Partnership working will then take place with the Neighbourhood Forums, Cheshire County Council Welfare Rights Service and the Citizens Advice Bureau to target the deficiency areas to ensure equality of access.  Quarterly progress will be reported to the Equality Working Group.