Customer access among Black, Asian and Minority Ethnic (BAME) residents in Waltham Forest
To improve the quality of its customer service and to develop a better understanding of the needs of its ethnic minority customers, the London Borough of Waltham Forest asked ETHNOS to research local residents': levels of awareness of council services; preferred methods to access services (telephone, website, face-to-face, post) for specific types of transactions and services; perceptions, experiences and satisfaction with different methods of access; and expectations of "good" customer service (in terms of staff attitude, staff competence, speed of response, diversity, discrimination and access to translation services). The research highlighted many positive aspects of customer service in the local authority, as well as opportunities for improvements.
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