Parking Services

Parking Services

Customer Survey - 2005

Parking Services carried out a wide range of surveys into its main areas of operation in 2005. This was done to find out what the public thought of our performance and identify areas where the public thought improvements are needed. Nine different surveys were sent to different target groups mostly by post, and a handful were sent by email. Approximately 600 surveys were sent in total.

The survey revealed that the majority of people find the pay and display system in Hammersmith & Fulham reliable and convenient to use, and believe that parking fines act as a suitable deterrent to illegal parking in the borough.

However, the survey results also highlighted two particular areas with room for improvement - the service customers receive when collecting a removed vehicle from the car pound and the adequacy of signage when parking bays are suspended. The survey also indicated that the image of our Civil Enforcement Officers (Parking Attendants) was not as good as the council would have liked.

To address the concerns the council took the following actions in these three specific areas:

Car pound - Our current contractor was shown the results and asked to provide an improvement programme to address the poor perception of the service provided. Feedback cards were made available to everyone collecting a vehicle and analysed to see if the service had improved. A new contract was due to start in June 2006. The new contractor is required to arrange customer care training courses (approved by the council) for all their staff. 

Suspension of parking bays - This is a problem area across London.  There is an ongoing review looking at the methodology and signs used. A further customer survey was planned for 2006 to review improvements.

Civil Enforcement Officers (Parking Attendants) - A review of current training was undertaken. A further customer survey was planned for 2006 to review improvements. 

Number of respondents – 325.