Benefits Customer Satisfaction Survey - a paper consultation

Description: We want to know if people are satisfied with the service they receive from the Benefits Department and if not, how the service may be improved. We aim to consult as many people as possible during our allocated hours at each Contact Centre for National Customer Service Week, but are unsure of a specific number. Publicity has been made through National Customer Service Week. A member of the Benefits Department will be approaching the public at the Contact Centres asking if they could complete the survey.

Download Consultation/Documents:
Benefits survey 1 - (135 K)
Suvey 2- not in receipt of benefits - (28 K)
Results - (39 K)
Summary of results - (29 K)

Start Date: 5/10/2009
End Date: 9/10/2009

Relevant topics: Benefits

Project objectives: The objective is to see how easily accessible the Benefits service is, and if customers are happy with the service they have received.

Reason for consultation: If customers are unhappy with the Benefits service, we hope to address any barriers that would stop a customer contacting the Department. Also, to receive feedback on the service we provide, ensuring it is accessible and reflects user requirements.