How does m-four perform?

Please click here to access our feedback form. We endeavour to ensure that our systems, customer care and services are tailor-made to fit the needs of our customers. Your feedback can help ensure that we are getting it right.

Compliments will be relayed to our staff so that we can share good practice across our group. Complaints will be addressed according to our feedback procedure and we will implement short-term fixes and long-term solutions where appropriate. All suggestions will be considered to see if we can improve or adapt our service areas.

All your feedback will be treated professionally and in confidence.

Our feedback results are based on our customer promises and the latest results can be found below. You may also be interested in How we Performed in 2008-09 / 2007/08 and in 2006/07.

Quarterly feedback results for December 2008 - Present

Thank you to all our customers who took the time to complete and submit our online and hard copy feedback forms.

We received 17 feedback forms for the above period. We aim to receive ten feedback forms for each of the four service areas each quarter.

It has been a difficult year for all users of IT due to the virus that hit the Council in December 2009. This has unfortunately held us back on a number of initiatives we had planned to drive forward and has adversely affected our feedback procedure as the mojority of responses are gathered online.

This has also had a negative impact on our abilty to achieve or targets against our promises due to the low number of responses - one poor response from one disgruntled client has affected almost all of our targets. Unfortunately this situation has been outside of our control and we will seek to improve this in the coming twelve months.

The areas where customers disagreed with the promises this period were confined to our Account Management team.

We will continue to circulate our feedback forms to ensure that we are getting responses from our customers and keeping them happy. We will continue to monitor our customers' feedback and act where appropriate.

Customers who disagreed with our promises were all contacted and the outcomes are as follows:

Feedback in detail

Account Management Services:

Comment A

Unfortunately, there is no link from MCC intranet to m-four's site; if you click the m-four link from A to Z of Council Services it tells you the page cannot be found. I had to access information via the web, which not everyone has access to.

Outcome A

m-four addressed this issue and is currently speaking with IT to resolve this problem. Also, m-four is currently working on a brand-new website with fantastic new and improved features.