EEDA - East of England Development Agency

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EEDA’s customer charter

We will:

• treat you politely, courteously and respectfully
• treat everyone equally
• provide high quality services and information for all our customers
• listen to you and hold regular customer satisfaction surveys to help us measure external perceptions, evaluate our performance and identify areas for improvement
• keep you informed, providing details of who is dealing with your enquiry so that you know who to get back to and how
• ensure our staff are trained to do their jobs effectively and efficiently
• welcome your feedback, ensure that all comments are considered and will review our service in light of them
• measure our performance against the standards we have set
• regularly review our processes and systems to identify where we can do things more efficiently and where we can provide a better service to our customers
• publish our customer responsiveness performance information on our website
• deal with all complaints efficiently and effectively and where things have gone wrong, we will put them right soon as we can.

Our aim is to:

• get things right first time and promote excellence by continually seeking to improve our service to the people of the East of England
• answer 80 per cent of all telephone calls within five rings
• return phone messages within two working days
• keep the use of voicemail during office hours to a minimum
• respond to, or acknowledge, emails within 48 hours
• respond to, or acknowledge, letters within ten days and where possible, sooner
• be on time for pre-arranged appointments and let you know beforehand if we need to cancel or rearrange.

Please comment on our service

We want to hear from you about your experiences when you deal with us. If we have done something that has exceeded your expectations or a member of staff has gone that extra mile to assist you, then please let us know. It is also important that you are able to tell us when something has gone wrong or you have a suggestion about our services that you would like us to consider.

You can provide your feedback in a number of ways:

• telephoning the Customer Service Manager on 01223 200827
• emailing: CustomerService@eeda.org.uk
• writing to: Customer Service Manager, Victory House, Vision Park, Chivers Way, Histon, Cambridge, CB24 9ZR.

Read EEDA's Compliments, comments and complaints policy.

Read EEDA's Equal opportunities monitoring form.

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