July - September 2012
Analysis of Customer Satisfaction Survey – Direct
Payments
After having been on Direct Payments for 3 months, Direct Payment (DP)
customers are sent a Direct Payments Customer Satisfaction Survey to fill in
and return in order to establish the DP customers views on the services they
are receiving.
The analysis below is based on surveys that have been sent to DP customers
from July – September 2012 a total of 61 Surveys were sent out and a total
of 16 surveys have been received back. .
1.
How satisfied are you with the following services we provide?
DP users were asked to select one of the following responses when rating the
levels of satisfaction for each of the services DP provides; ‘Very Satisfied’,
‘Quite Satisfied’, ‘Satisfied’, ‘Neither Satisfied nor Dissatisfied’, ‘Quite
Dissatisfied’, ‘Very Dissatisfied’ or ‘N/A’.
i.
The Direct Payment Visit/s
9 customers answered ‘’Very Satisfied’’
3 customers answered ‘’Quite Satisfied’’
1 customer answered ‘’ Satisfied’’
2 customers answered ‘’neither satisfied nor dissatisfied’’
ii.
Support given from Direct Payment Support Officer/s whilst setting
up Direct Payments
8 customers answered ‘’Very Satisfied’’
4 customers answered ‘’Quite Satisfied’’
1 customer answered ‘’ Satisfied’’
2 customers answered ‘’Neither satisfied nor dissatisfied’’
iii.
Support from Direct Payment Finance Team
6 customers answered ‘’Very Satisfied’’
4 customers answered ‘’Quite Satisfied’’
3 customers answered ‘’Satisfied’’
1 customer answered ’’Neither satisfied nor dissatisfied’’
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iv. Information regarding Direct Payments
4 customers answered ‘’Very Satisfied’’
2 customers answered ‘’Quite Satisfied’’
3 customers answered ‘’Satisfied’’
1 customer answered ’’Neither satisfied nor dissatisfied’’
v.
Recruitment of Personal Assistant
3 customers answered ‘’Very Satisfied’’
1 customer answered ‘’Quite satisfied’’
1 customer answered ‘’satisfied’’
1 customer answered ‘’ ’’Neither satisfied nor dissatisfied’’
2 customers answered ‘’N/A’’
vi. Ongoing support from Direct Payments Support and Finance Team
4 customers answered ‘’Very Satisfied’’
2 customers answered ‘’Quite Satisfied’’
2 customer answered ‘‘Satisfied’’
1 customer answered ’’Neither satisfied nor dissatisfied’’
2.
i.
How do you rate the overall quality of the services we provide?
Our forms and leaflets
3 customers answered ‘’Excellent’’
9 customers answered ‘’Good’’
2 customers answered ‘’fair’’
1 customer answered N/A
ii.
Our user guide
1 customer answered ‘’Excellent’’
8 customers answered ‘’Good’’
1 customer answered ‘’fair’’
1 answered ‘’N/A’’
iii.
Our website
4 customers answered ‘‘Good’’
1 customer answered ‘’Fair’’
6 customers answered ‘’N/A’’
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iv.
Our posters
4 customers answered ‘‘Good’’
1 customer answered ‘’Fair’’
6 customers answered ‘’N/A’’
v.
Our newsletter
6 customers answered ‘‘Good’’
1 customer answered ‘’Fair’’’’
2 customers answered ‘’N/A’’
Additional comments:
No Comments were made.
3.
i.
Were you happy with the length of time taken to set up your Direct
Payment?
Signing legal agreement
14 customers answered yes
2 customers answered N/A
ii.
Recruitment of Personal Assistant (if applicable)
6 customers answered yes
4 answered N/A
iii.
Receiving first Direct Payment
11 customers answered Yes
1 customer answered No
1 customer answered N/A
One customer commented that the DP payment was delayed and they had to
call the DP team.
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4.
Have you felt you have been treated fairly throughout the Direct
Payment process?
DP users were asked to select one of the following responses when
responding to whether or not they felt they had been treated fairly throughout
the DP process: ‘Strongly Agree’, ‘Agree’, ‘Neither agree nor disagree’,
‘Disagree’ or ‘Strongly Disagree’.
1 = strongly agree
3 = neither agree nor disagree
5 = strongly disagree
9 customers answered no1
3 customers answered no2
2 customers answered no3
5.
Would you recommend Direct Payments to a friend?
13 customers answered yes
6.
Is there another service you think we should provide or you would
like us to provide?
No comments
Additional comments:
No comments
7.
Would any of the following make Direct Payments more
accessible for you?
DP users were asked if Large Print Text, Braille, Information in another
language or a Direct Payment Talk/Presentation would make DP more
accessible.
One customer answered Tamil.
8.
In general, if you have been very satisfied or very dissatisfied with
our services, please give details:
The below comments were made:
-
Overall great help.
Karen (DP support officer) was excellent with me, very kind, helpful
and has been at the end of the phone when I have had questions. She
is a lovely lady and she found me the perfect PA.
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-
Very Satisfied at the moment.
6 Customers answered that we can contact them regarding this survey.
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