How we are doing

We are committed to providing excellent customer-focused service - you can read more in What can you expect from us?. We have set targets on your satisfaction and expect to achieve a 95 per cent satisfaction level.

Here are results from various surveys and data:

Telephone enquiries:

Customers calling the Contact Centre who felt they were treated fairly: 98 per cent
Source: Contact Centre Survey September 2009, by CN Research
Respondents who said their call was answered in less than 2 minutes: 94 per cent
Source: Contact Centre Survey September 2009, by CN Research
Calls answered in 6 rings (18 seconds): 88.6 per cent
Source: Internal Monitoring cumulative total to Contact Centre March 09
Customers felt their phone enquiry was dealt with politely, professionally and fairly: 99 per cent
Source: Contact Centre Survey September 2009, by CN Research

Face-to-face enquiries:

Customers visiting our Contact Centre that felt that their enquiry or query was dealt with politely: 100 per cent
Face to face enquiries that were attended by a member of reception staff within 1-2 minutes. 98 per cent

Source: Contact Centre Survey March 2012, by FlyOnTheWall Research

Email enquiries

Customers email acknowledged within 5 days: 95 per cent
Customers email reciveing a full response within 7 days: 89 per cent

Who are FlyOnTheWall Research?

FlyOnTheWall Research are an independent survey and analysis team we use to check our standards.

Website enquiries:

Over 86 per cent of visitors to our websites think they are good or excellent
Source: Web user surveys 2011 and 2012

Our standards

We deliver lots of different services through a variety of staff. We work in three directorates. Each directorate works towards our vision and delivering our three year business plan. We report every year on how we are doing against our business plan in our annual report.

Our Customer Service Standards state how we will treat our customers and the time scales that we will respond to you.

We also have complaints procedure for when things have not gone well and people can pass on compliments and give feedback at our events throughout the year.

Useful links

Extracts from our 2010-11 Annual Report:

Highlights include:

setting a carbon budget with the Lake District National Park Partnership and promoting it at our second Low-carbon Lake District summit
accelerating our ‘Paths for People’ programme to restore rights of way washed away in the floods of November 2009
agreeing with partners the Lake District National Park Partnership’s Plan – the first such National Park Management Plan in any National Park
creating Distinctive Area-based policies to deliver our Local Development Framework’s Core Strategy
establishing a new Organisational Strategy to cope with anticipated cuts in National Park grant. Our first phase of savings successfully maintained front line services
winning the Energy Saving Trust’s National Fleet Hero Award for Leadership in the Public Sector in transport management
completing the refurbishment of the Lake District Visitor Centre at Brockhole with new interactive displays, a play and learn area, and improved shop and café
hosting a visit by Caroline Spelman MP, her first visit to a National Park as Secretary of State for the Environment

Customer Service Excellence - the Government standard

We were awarded this by central government in July 2008 and were the first National Park to receive it. We have been reassessed each year since, making improvements every time. The Customer Service Excellence standard tests in great depth delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction. Find out more on Customer Service Excellence (opens new window).