Parking Services

Customer Survey - 2005

Parking Services recently carried out a wide range of surveys into its main areas of operation. 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 highlight 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 indicates that the image of our Parking Attendants is not as good as the council would like it to be.

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

Car pound - Our current contractor will be shown the results and asked to provide an improvement programme to address the poor perception of the service provided. Feedback cards will be handed out to everyone collecting a vehicle and will be analysed to see if the service improves. A new contract is due to start in June 2006. The new contractor will be 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 will be carried out in 2006 to review improvements.

Parking Attendants - A review of current training is underway. A further customer survey will be carried out in 2006 to review improvements. 

Number of respondents – 325.