Training Pilot Survey (paper version)
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
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
These questions are about your experience of the customer services training pilot.
3) Did you enjoy using the training pilot?
Yes / Somewhat / No
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
5) How much do agree with the following statements about the training pilot?
Strongly
agree
I learned something new
It will help me deliver better
customer service
Agree
Don’t know/
neutral
Disagree Strongly
Disagree
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
It was memorable
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:
7) How easy was it to use the training pilot?
Easy / 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:
9) We welcome your feedback. Do you have any other comments in regard to
the training pilot, particularly how it could be improved?