Findings-

Customer
complaints
Data
C O V E N T RY C I T Y
COUNCIL
Data Summary
 Year – 2018 to 2022  Year and Total number of complaints -

Total functional areas of Coventry City Year Total No. of complaints

Council - 99 ( According to the given Data ) 2018 1911
Stage 1 -9348 Complaints & Stage 2 – 674 2019 2421

The highest number of Complaints is in the 2020 1452

year of 2021 with 2471. 2021 2471
2022 1767
7152 complaints are closed out of the total
10022 complaints.
 YOY Growth of Pending Complaints
1200 800%

YOY
739%
715%
700%
1000

600%

Growth of 800

Total Complaints
500%

Pending

Axis Title
600 400%

Complaints
300%
400

202% 200%

200
100%

17%
0 0% 0%
2018 2019 2020 2021 2022

Year

Total Complaints pending with different Functional Areas YOY Differences

 Complaints pending with different functional areas
1127
560
1159
1550 775

451
401 370
351 321
294
301
257
251 234 231
204 189
201 184
166 157 164
151 109 112 119 114 113
105
101 85 73 81
49 54 60 58 5948
39 33 25 25 27 31 20 25 25 35 40 31 33
51 11 17 2 20 18 1315 20 241113
2 87 4 4 12 3 9 2 7 1 1410 4 6 6 1 2 15 58 3 12 14 4 16 2 9 14 1 2 12 4 13 4 6 2 1 2 7 5 15 2 8
Complaints pending

1
t t l t t t t
n ed fare vice ges ions sue bin) ions me oise vice SU lee nds ions nce licy ess rces en tion A ices ark ces tro sign igh tion lure en Tip en lan
l d t s t o E F o u t a n W t P a n s i
tio e er a c i d a nc N er o m a
r pec ten s P less esou loy rm RS No rial Sp Co De In duc l fa rce The age ste P
a m m
en al W its S e B olle tion idde unic te I stic nt S G s n y e p o N e n t d & a o
a m m ef lu e c llec n l m ra me e i
In Ma wa om n R Em Inf a rg emo Ope Pes an lth ty E sign Enf an Wa
re n en i B t o ee m rp o m y h H ma d y a e M
la A A B
as
w r / C (gr Co Co
o
D elop a
w ays Hig u eam s an Ch – M nd log He Saf nals ree
t
ffi
c
y v gh w H T e lty s s a co ic d g St ra
n u e e i ri na ark ark l i
tio
k
ul vio efus D H igh bs bra e P s, E ub Roa S T
nc B a r ic H J o i P P ee P
h - L –
Fu be ns nom n g , Tr
o o i n
N ew tio Ec ar
k tio
cr llec P a
n rv
ctio Co nse
lle Co
Co y ,
o lic
P
ing
n
lan
P
Functional Areas
 1750

1550
1550

1350

1159 1127
1150

950

750
775
Complaints
Count of Complaints

Pending – Top
560
550
370

15 Functional
350 321 294
257 234 231 204 189 184 166

areas
150
n) n) ds n) t er es ct s s
bi bi ue
Bi bi en ing ice ce d c ew e es ce
iss m ns rv an in vi
l,
n ir sn oti
de
d
de
d
tion a nd de
d
ag
e
lea s Se nten m
ef Se
r
na ry
D
e les e N
il d il d c s lid an C it ai o g tio n t g
en ue lle ate n M ee
t
ne
f M H ki
n di ve om har
e l o R w c tr e s r d o H
r (b /C ss o fi S B ay Pa y,
a C C
e (g
n g r e ( br raf w r lty
li u in T h e a
us yc vi
o us de
n ig liv en
ref c a B r H de P
s- -r
e
be
h
ax ga s- g
–
n s T n d n in
tio on re
w
cil a Bi rk
ll ec cti
n
c u n oo d Pa
Co olle tio Co -f
C c s
o lle tio
n
C c
o lle
C

Functional Areas
 500

450

400

350

300

250

200

Year wise 150

complaints
100

50

of Different 0
2018 2019 2020 2021 2022

Functional
areas
 Top performing Functional Areas
2.5
2 2 2 2 2 2 2 2

TOP
2

1.5

PERFORMING
1 1 1 1
1

FUNCTIONAL
0.5
Total Complaints

0
re g s on re ng re ds ice nt s
nt
AREAS WITH
in ite r e A
tu ss s it s u ri lu a v W e
ul l a
Le
i
ne
e a i d
Se
r
op
m
RS Ev
f C C ro ica orm o gi a lf tan t e l N -
o s f t n S en
ian hy In rt En ig ev up
FEW
ity r p o s n g m D o
t d y i p r
C
de
s
es– s an a ss
p
a fe
t
n als ra
d
elo a lth y
G
e ri e P S g T v e r
P ue ri d Si e H iso
ra
COMPLAINTS
– q b a c D v
b o d
er on
s Li R
om
i A
d
K
pti
o n e ty
e f
pp do Ec Sa
ro A
D s-
ay
hw
ig
H
Functional Areas
 Monthly breakdown - 2021 & 2022
450

400

350

MONTHLY

Total Customer Complaints

300

BREAKDOWN- 250

2021 & 2022 200

150

Total Pending 100

Year
Complaints Compaints
50
2021 2471 1083
2022 1767 963 0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Months

2021 2022
 2021
500 459
450
400
343
350
286

TOP 10
300
250
200 171 156

no. of customer complaints

150

THEME OF
100 68 66 62 56 53
50
0
n) n) n) ds t es er
ue ng ice

COMPLAINT si s bi bi bi Bi en si ic nd v
m n v i r
on de
d
de
d
d ed nd age lea S er ef Se
ti d d a m s
c
el
i li lid tes an et
C
in
g o
ef
it
o lle lu e n n a M re rk H n
e w R c St Be

-2021 r /C g
(b (gr b ro
e ss affi Pa
u n e ( r
v io y cli fus d en u sin T
h a c re a r B
e
be -r ns- d
g
Ta
x
w n s io an il
e t
cr c tio llec o od u nc
n e f
tio ll Co s- Co
ll ec Co n
Co tio
ll ec
Co
Top 10 theme of complaint
 2022
300 272
259
250

200 174

TOP 10
150

100

no.of customer complaint

71 64 61 60 56 52 49

THEME OF
50

0
ue n) ds g ) s r t s )
bi Bi in in ce de en es in

COMPLAINT
si s n s b vi in m sn b
on de
d
nd lea ded S er ef a ge les d ed
ti d a d m e
c li tes et
C
el
i
in
g o an om lid
olle en a re lu r k H M H n
e R St c w
/C gr ss (b Pa ffi ro

-2022
r e ( e g ra (b
u n
v io fus u sin y cli T
de
n
h a re B c ar
e
be ns- T ax -r d
g
o s n
ew cti cil tio
n a
cr l le u n c o o d
n lle
c tio Co Co o s -f
lle C n
Co ctio
lle
Co
top 10 theme of customer complaint
 Recommendations
An investigation is required to determine the reason for the abundance of pending complaints in the
following functional areas.-

1. Collections - refuse (green lidded bin -1550)

2. Collections - recycling (blue lidded bin - 1159)

3. Collection crew behaviour / Collection issue (1127)

4. Council Tax Business Rates and Bids (775)

5. Collections - food and garden (brown lidded bin – 560)

 Recommendations
 Make use of advanced technology.
 Be sure to deliver on promised standards.
 Ask for feedback from the customers.
 Find the root of the problem.
 Record all the details of the complaints accurately.
 Continuous Follow up.
 Being customer focused by ensuring continuous improvement.
Default to ownership instead of Escalations.
THANK YOU!