January – March 2013
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 customer’s views on the services they
are receiving.
The analysis below is based on surveys that have been sent to DP customers
from January – March a total of 31 Surveys were sent out and a total of 5
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
3 customers answered ‘’Very Satisfied’’
1 customer answered ‘’Quite Satisfied’’
ii.
Support given from Direct Payment Support Officer/s whilst setting
up Direct Payments
4 customers answered ‘’Very Satisfied’’
1 customer answered ‘’Quite Satisfied’’
iii.
Support from Direct Payment Finance Team
4 customers answered ‘’Very Satisfied’’
1 customer answered ‘’Quite Satisfied’’
iv. Information regarding Direct Payments
7 customers answered ‘’Very Satisfied’’
3 customers answered ‘’Satisfied’’
v.
Recruitment of Personal Assistant
1
2 customers answered ‘’Very Satisfied’’
1 customer answered ‘’ Quite satisfied’’
vi. Ongoing support from Direct Payments Support and Finance Team
2 customers answered ‘’Very Satisfied’’
2.
i.
How do you rate the overall quality of the services we provide?
Our forms and leaflets
1 customer answered ‘’Excellent’’
2 customers answered ‘’Good’’
1 customer answered fair
1 customer answered N/A
ii.
Our user guide
3 customers answered ‘’Good’’
1 customer answered N/A
iii.
Our website
3 customers answered ‘’N/A’’
iv.
Our posters
3 customers answered ‘’N/A’’
v.
Our newsletter
2 customers answered ‘‘Good’’
1 customer answered ‘’N/A’’
Additional comments:
No Comments were made.
3.
Were you happy with the length of time taken to set up your Direct
Payment?
2
i.
Signing legal agreement
5 customers answered yes
ii.
Recruitment of Personal Assistant (if applicable)
3 customers answered yes
iii.
Receiving first Direct Payment
4 customers answered Yes
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
4 customers answered no1
1 customer answered no3
5.
Would you recommend Direct Payments to a friend?
4 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?
3
DP users were asked if Large Print Text, Braille, Information in another
language or a Direct Payment Talk/Presentation would make DP more
accessible.
A customer answered Large Print Text
8.
In general, if you have been very satisfied or very dissatisfied with
our services, please give details:
I was so happy with Karen (DP Officer) so helpful because I hate forms and
she helped that was nice of her. Joy (DP officer) was so polite on the phone.
1 Customers answered that we can contact them regarding this survey.
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