We surveyed 2000 customers and we received over 800 responses back.
The 7 indicators are:
|
2006 |
2009 |
+/- |
| Satisfaction with the ways I contact the office |
81% |
85% |
+4% |
| Satisfaction with the experience of visiting the office |
81% |
83% |
+2% |
| Satisfaction with the telephone service provided by the office |
81% |
85% |
+4% |
| Satisfaction with the service provide by staff in the office |
84% |
87% |
+3% |
| Satisfaction levels with the claim form |
66% |
71% |
+5% |
| Satisfaction with the amount of time it took to deal with the claim |
72% |
78% |
+6% |
| Overall satisfaction |
81% |
83% |
+2% |
Our overall satisfaction levels have improved by 2% since the last survey.
Key areas for inprovements
We asked customers what things they felt needed improving the most.
One was the quality of our letters and the fact that some people found them complicated. As a result we ask staff to contact the customer by phone when we receive a new claim. Recent comments picked up from our telephone survey showed that people appreciate this. We will be purchasing a new I.T. system in 2010 and we will use this as an opportunity to look at the clarity of all the letters that we send out.
Customers have told us that they want to access the service through the internet. This is one of our key priorities for the future and is in our improvement plan.
Benefits Improvement Plan (.pdf, 448kb)
If you have any suggestions on how to improve our services, please get in touch with us.
