43% of citizens surveyed said they find it hard to access services from public sector organisations in the ways they want. Younger citizens aged 18-24 in particular want to use social media more often for customer service.
When asked to list the top five things that matter most in a service experience, 56% of citizens surveyed ranked issues being resolved satisfactorily as their main concern.
49% of citizens have contacted their local council in the past year. The five most common reasons for doing so (apart from housing) all relate to the environment – including refuse, recycling and the general appearance of their local area.
The typical council responds pretty well to these types of enquiries – the average score given to a council’s customer service is 7 out of 10.
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