Training Pilot: Survey Results
This survey is for people who have participated in the customer services training
pilot, ‘Greeting our Customers’, which is part of the CSI (Customer Service
Improvement) Guide project.
These questions are about your role and department as we need to compare
responses from different groups.
1) Which department do you work in?
Chief Executive's
Children, Schools and Families
Community and Housing
Corporate Services
Environment and Regeneration
1
3
9
6
4
2) Which of the options below best describes your role?
I am a Director/member of CMT
I am a Head of Service
I am a Level 3 or 4 Manager
I manage or supervise staff
I do not manage or supervise any staff
1
5
17
These questions are about your experience of the customer services training pilot.
3) Did you enjoy using the training pilot?
Yes (17) / Somewhat (4) / No (1) [1 respondent did not answer]
4) The idea behind the training pilot is to explore less expensive and more
practical ways to deliver customer service training. What do you think of
this idea?
Very useful to my area of work
Somewhat useful to my area of work
I don't know, it might be useful and worth trying
I don't know, I don't really understand it
Not useful to my area of work, but may be to other areas
Not at all useful
12
11
5) How much do agree with the following statements about the training pilot?
I learned something new
It will help me deliver better
customer service
Strongly
agree
1
2
Agree
7
10
Don’t know/
neutral
4
7 (1
respondent
Disagree Strongly
Disagree
8
3
2
1
The message was very
clear
It was a good use of my
time
I would have preferred ‘in
person’ rather than using
video and internet
9
13
did not
answer)
1
2
16
2
2
1
2
5 (1
respondent
did not
answer)
9
11
4
It was memorable
13
1
6) If we developed more intranet and video content relevant to customer
service training, how would you prefer to use it? (Please select one answer)
I would prefer to use it when I could during quieter periods
I would prefer my manager allow me a specific time to use it
I would prefer to use it in a group or with colleagues rather than
individually
I would prefer content specific to my area of work rather than general
customer service
I would prefer not to use it
We welcome any other suggestions you may have. Please describe here:





14
2
4
3
Good Afternoon, not a suggestion but just a comment. I assumed smiling,
saying good morning and how can I help you was pretty common sense stuff.
If staff need training in this, then it's a bit of a worry. Thank you.
I have commented at various training sessions that a course could have been
done via computer, but I've always been told it would take up too much
computer space or be too expensive. I have argued that taking staff from their
place of work and paying travel expenses can't be cheap. I'd like to think that
this system could be adopted for the majority of courses where physical
presence isn't really necessary.
I like the idea of it but it needs to have a slightly stronger impact. I think the
video could be even more succinct.
I like the idea of the video training and really think this could help people within
their roles, but the video I watched was poor quality, the editing was laughable,
the message was not overly clear and it felt to 'staged'.
My only concern would be if staff 'overlooked' the use of this valuable
information if they are left to their own devices.
7) How easy was it to use the training pilot?
Easy (23) / Difficult / Don’t know
8) Did you experience any ‘technical difficulties’ using the training pilot?
(please tick all that apply)
No, I did not experience technical difficulties
Yes, the intranet page did not load or display properly
Yes, the video did not load or play properly
Please provide details of any technical difficulties resolved:

23
Due to our overworked server, the video took a while to get going, but apart
from that it was fine.
9) We welcome your feedback. Do you have any other comments in regard to
the training pilot, particularly how it could be improved?
It was
good
fortopeople
topieces
customer
service.
It was
good,into
to the
 very
A great
way
providenew
small
of training
which
canalso
be slotted
remind people who have been working in that service for some time. Good to
busy day effectively and revisited. Thank you!
take stock and remind ourselves of our customers needs.

Again the idea for the video is one which could benefit a lot of people within
the council, but the content of the video's need to be clearer and more selfexplanatory in the video's. The editing also need's to be better.

I didn't learn anything new personally, but will use it as a
reminder/reinforcement for my team. Could be viewed/discussed at Team
Meetings?

I thought the video was effective in being a new training method. Keeping it
short and simple and putting a different angle on it was useful in keeping it
interesting. Some points in the text were slightly state the obvious and could
be seen as a bit patronising, but I thought as a whole it was really useful and
I'd like to do more.