Our customer service
At TACT, we believe strongly in providing customer service excellence and endeavour to achieve this through regular consultation, involvement and participation with our foster carers, adoptive parents and young people.
This year 2009-10, we have reduced the number of complaints reaching stage two of our complaints process to two from five in 2008-09. We have never had a complaint reach stage three. For information about our complaints procedure, download our leaflet: "Your comments, compliments and complaints".
In our survey this year; a customer journey survey carried out to all newly approved adoptive parents and foster carers during 2008-09; led to satisfactory scores of: [N.B.: 10 was excellent, 0 was very poor]
- 8.2 for the quality of our publicity
- 8.9 for the quality of the initial visit received
- 8.2 for their experience of the whole assessment process
In our 2009-10 customer satisfaction survey, which looked at our response times to telephone calls, office visits, written contacts and messages, four of our offices scored a maximum 100%, the lowest rated 95.8%. For more information our customer service standards, download our leaflet: "Our customer service promise".
Further work planned for 2010-11 includes a young people's survey, a customer journey survey for our post adoption service and adoptive parents. As with all customer-based information, we are given views from which we can learn and improve. Results of surveys and actions planned are always communicated to those who have taken part.
If you want anymore details about our customer service ethos or our survey results, please contact David Bradley, TACT Executive Director of Performance and Quality, d.bradley@tactcare.org.uk / 020 8695 2310.
