Grave Maintenance Survey Results 2021 - Customer satisfaction surveys

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In July 2021, all Grave Maintenance contract holders were invited to take part in a customer satisfaction survey to score and comment on the overall performance and service standards provided by our Grounds Maintenance.  A total of 109 questionnaires were sent out and 34 people responded, representing a response rate of 31%.  The results of the survey are detailed below.

The feedback is fair for the service, my staff are always polite and helpful. The comments around the cemetery grounds as a whole, any issues such as this that come through the Cemeteries Team are passed onto the relevant people for action. One of the main reasons for the service is for families unable to visit the cemetery, which has proved true in this survey.

 For the types of Plants used and overall satisfaction of Maintenance 3 out of 34 have commented to say they disagree. Types of bedding plants are rotated for schemes every 5 years and we are also limited on choice due to certain types being eaten by wildlife, by the size of plots, and by how hardy plants are in all weather conditions.  If the plant types BDC use are not of the types the Customer would like we can offer just a Neat & Tidy Service which would not include planting.

Customer Feedback

• I haven’t answered all the questions as I am now unable to visit the Cemetery.
• Unfortunately, I have been unable to get down to the Cemetery this year so I can only comment on last year’s planting.  On the few occasions I could get there in 2020 I did notice that the plants and soil looked very dry. However this was during hot spells and I appreciate it is probably not possible for watering to be done every single day.  I do hope you are going to continue this service as it is so helpful for people such as myself who are unable to visit the graves regularly.
•  I am quite satisfied with the flowers provided.
•  As I live in Wallsend I'm relying on the maintenance team to keep the grave in good condition. I know on a visit a family member complained more top soil needed to be added - hope this has been done, but know it would be when the existing plants needed to be replaced.  Thank you for your help in this matter.
•  I am normally happy with the service but did go to the cemetery at the beginning of June and it looked a mess. I called the office and they said it was late being planted because of the weather but was being done next week. The whole place looked very neglected, i haven't been to see it since. I would suggest a different flower planting so all the maintained graves don't look the same.
•  I think there is an opportunity to better publicise this service at the cemetery, I'm sure more people would use the service if they were aware of it.
•  When we visited (As we live away) the plot was untidy and unkempt.  However this was rectified after an email was sent.  We have had to rely on a third party to advise us that maintenance has now been carried out.
•  Sadly due to covid I have not visited the cemetery since 2019. However, I have felt in the past the grass is often overgrown and plants could be better.  The cost has risen considerably over the years and is now very expensive I am 78 responsible for 2 graves and find it difficult to keep paying so much
• Trees should be pollarded they are outgrowing their allotted space in the cemetery and the roots are pushing the headstones.  The branches are far too big and cover the graves all around them, this intrusion has worsened over the years due to lack of maintenance.
• It would be nice to see different plants used, but the ones used are nice.  As we cannot get down to look after the grave we depend on the Council to provide a good service.  I wonder if the stone could be washed when planting, overall a good service thank you.
• Regret I am not a gardener and did not understand which plants were to be planted, this was not the Council's or staff's fault but my misunderstanding of the plant types.
• Sometimes I feel the quality of the plants are not as good as they use to be.
• My family and I are so pleased with the care and attention given to my sister's grave.  Thank you so much.
• Unable to comment due to advanced years I no longer visit the cemetery so have no contact with staff.  Sure all is well.
• All good, thanks so much.
• Dead plants and weeds were left on the grave prior to summer bedding being planted.  These should have been removed even if summer bedding wasn't ready as the condition of the grave was distressing.
• I'm happy with the plants being used but maybe a few bizzie lizzies or begonias would also add to the lovely effect as well.
• Dead heading the geraniums in the summer months would lead to a longer blooming season.
• I am very happy with the service I receive thank you.
•  All good thanks so much.