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 2017

 

     2016

     2015

    2017

    2018

Target for excellent/

good / satisfactory

response to  annual

customer satisfaction survey

 

 

 

      78%

 

 

 

      80%

 

 

 

      82%

 

 

 

      84%

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

 

 

 

      22%

 

 

 

     20%

 

 

 

      18%

 

 

 

      16%

Actions Arising from Customer Involvement

• Review of client waiting lists on all programmes to ensure all enquiries have been processed - complete

 

• Review of key holder agreement - complete

 

• Review of business seminar topics and content - complete

 

 

 

 

 

 2016 Annual Customer Satisfaction Survey Highlights

In June 2016 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: 801

Respondents: 32

 

Summary of Results

 

• On average 88.5% of customers answered the annual customer satisfaction survey with excellent/ very good/ satisfactory responses

 

• (LEDCOM 2016 Target – 80% for excellent/very good/ satisfactory responses)

 

• On average 3.5% of customers answered the annual customer satisfaction survey with dissatisfied/ unsatisfactory responses

 

•( LEDCOM 2016 Target – 20% 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 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