Our Service to You
What can you expect from us?
Our Service to You
The Charter Mark is the national standard for the improvement of customer service within the public sector. It focuses on key criteria such as setting standards, consulting users, using resources effectively and delivering customer satisfaction.
The North York Moors National Park Authority has held the Charter Mark award for 10 years and is fully compliant with all 63 criteria – one of only a small number of public bodies to achieve this.
Our Customer Service Standards
We are committed to providing excellent standards of customer service and are always striving to improve.
We will always:
• Treat all our customers fairly, equally and with respect.
• Try to make our communications clear and easy to understand.
When you call us we will:
• Aim to answer the phone in person within five rings.
• Resolve your query or pass it on to a member of staff who will respond within a maximum of 24 hours.
• Provide an alternative method of contacting the relevant person if appropriate.
When you write to us or email we will:
• Aim to answer written correspondence within a maximum of ten working days.
• If we are unable to reply within this timescale we will reply with an anticipated date when a full response will be given.
When you visit us we will:
• Attend to you as soon as possible.
• Be welcoming, polite and professional.
• Provide clean and comfortable facilities.
We will also:
• Make it easy for you to give us your feedback.
• Use your feedback to improve our services.
• Regularly inform you how we are doing.
We will measure how well we do through:
• Mystery Shopper surveys
• Logging and tracking systems
• Annual satisfaction surveys
See how we are performing here.
