Willowbank: (028) 2826 9973

Bank Road:    (028) 28270742

9am – 5pm Monday – Thursday

 9am – 4pm Friday

*excluding public and bank holidays

LEDCOM Customer Care

 

LEDCOM Targets for Annual Customer Satisfaction Survey

 

Review Date - 3rd September 2018

 

     2019

 2018

    2020

    2021

Target for excellent/

good / satisfactory

response to  annual

customer satisfaction survey

 

 

 

 97.5%

 

 

 

98%

 

 

 

98.5%

 

 

 

99%

Target maximum level of dissatisfaction – unsatisfactory  response to annual customer satisfaction survey

 

 

2.5%

 

 

2%

 

 

1.5%

 

 

1%

Actions Arising from Customer Involvement

• Review of all LEDCOM written communication and assess the need for quality control function on all written documentation

 

• Review of service offered for start-up businesses once trading

 

• Review of catering suppliers and services offered by tenant businesses

 

•  Review of exploring enterprise programme delivery and content

 

 

 

 

 

 2017 Annual Customer Satisfaction Survey Highlights

In June 2017 LEDCOM undertook an annual customer satisfaction survey of customers regarding the customer service provided by LEDCOM staff via survey monkey. The results of the survey are as follows:

 

Number of surveys issued: 670 (plus website survey notification)

Respondents: 46

 

Summary of Results

 

• On average 97% of customers answered the annual customer satisfaction survey with excellent/ very good/ satisfactory responses

 

• (LEDCOM 2017 Target – 82% for excellent/very good/ satisfactory responses)

 

• On average 3% of customers answered the annual customer satisfaction survey with dissatisfied/ unsatisfactory responses

 

•( LEDCOM 2017 Target – 18% for maximum level of dissatisfaction/ unsatisfactory responses)

 

 

Key Performance Indicators

 

LEDCOM has a number of Key Performance Indicators (KPIs) which are reviewed on a regular basis. We are interested in seeking customer feedback and would like information on which KPI themes  (listed below) our customers would regard as most important.

 

KPI Themes

 

• To be a sustainable and successful social enterprise with an emphasis on customer service, quality assurance and people development

 

• To develop and deliver initiatives which promote economic growth and regeneration leading to employment opportunities  in local communities

 

• To focus on the development and growth of entrepreneurship and self employment , through micro enterprises, small businesses and social enterprises

 

• To encourage and facilitate the start up and growth of  knowledge based and external sales focussed enterprises

 

• To research, evaluate and develop  social enterprises, including joint ventures, which meet needs and realise market opportunities

 

• To develop facilities and services  which support small business and social enterprise start-up and growth as well as attracting inward investment

 

• To develop training and work experience opportunities for unemployed people to help upskill them and improve their employment prospects

 

Please contact us with your feedback in regards to preference – email lauramccourt@ledcomwbp.org

 

    View LEDCOM Timeframes for Response to Tenant Queries

    View The 2017 LEDCOM Annual Customer Satisfaction Survey Results

    View The 2016 LEDCOM Annual Customer Satisfaction Survey Results

    View The 2015 LEDCOM Annual Customer Satisfaction Survey Results

    View the LEDCOM Customer Charter

    View the LEDCOM Complaints Policy

    View the 2015 / 16 Annual Report Highlights