Business: Telephone Services

(asked on 1st November 2021) - View Source

Question to the Department for Business, Energy and Industrial Strategy:

To ask the Secretary of State for Business, Energy and Industrial Strategy, whether his Department receive feedback on calls to the Business Support Helpline.


Answered by
Paul Scully Portrait
Paul Scully
This question was answered on 4th November 2021

Every contact to the Helpline, be it via telephone, webchat, email or social media channel, is surveyed on their satisfaction and impact of using the service.

Post-interaction with the service, contacts can grade the service from very satisfied to unsatisfied and can provide feedback on any aspect of the Helpline, including the use of www.gov.uk as this provides most of the traffic to the Helpline. They are also asked if they acted based on the advice given and if the advice, guidance, or signposting received have made any impact on their business.

BEIS also conducts customer service mystery shopping exercises and provides feedback to the Helpline.

Satisfaction rates for all levels of services are an average of 91% for this calendar year, above the contracted key performance indicator.

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