Consumer Servicepartner satisfaction survey: Wave 4

To find out what ourpartners think about the consumer helpline, we conducted a survey. In September – October 2015, 145 representatives from partner organisations took our online survey askinghow they felt about different aspects ofworking with the Consumer Service as a delivery partner.

General
83%satisfied with Consumer Service as delivery partner / Overall, 105 out of 126 were ‘very satisfied’ or ‘satisfied’ with the Consumer Service as a delivery partner.
79% satisfied with accuracy of information provided to consumers / 110 out of 140 were ‘very satisfied’ or ‘satisfied’ that information provided to consumers is accurate.
65%satisfied with depth of advice to consumers / 91 out of 140 were ‘very satisfied’ or ‘satisfied’ that advice provided to consumers is full and complete.
47% satisfied with quality of case notes / 65 out of 137 were ‘very satisfied’ or ‘satisfied’ with the quality of information in case notes and data fields.
51% satisfied with information about traders and suppliers / 69 out of 136 were ‘very satisfied’ or ‘satisfied’ with the quality of information collected about traders and suppliers.
Contact centre suppliers
90% satisfied with support provided by Citizens Advice Direct contact centres / 53 out of 59 were ‘very satisfied’ or ‘satisfied’ with the support provided by Citizens Advice Direct as a Consumer Service contact centre supplier.
78% satisfied with support provided by Agilisys contact centres / 79 out of 101 were ‘very satisfied’ or ‘satisfied’ with the support provided by Agilisys as a Consumer Service contact centre supplier.
Citizens Advice Operations Team
Support provided by Operations Team:
  • 76% satisfied with training
  • 95% satisfied with duty officer
  • 97% satisfied IT support
  • 86% satisfied with engagement
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  • 69 out of 91 were ‘very satisfied’ or ‘satisfied’ with advisor training.
  • 78 out of 82 were ‘very satisfied’ or ‘satisfied’ with the duty officer (e.g. accessibility).
  • 70 out of 72 were ‘very satisfied’ or ‘satisfied’ with technical support for information systems.
  • 67 out of 78 were ‘very satisfied’ or ‘satisfied’ with communications and engagement.

Referrals and feedback
87% satisfied with design of referral protocols / 105 out of 121 were ‘very satisfied’ or ‘satisfied’ with the design of the referral protocols, including the content that can be recorded and the process for requesting changes.
70% satisfied that referrals are sent according to agreed processes / 85 out of 121were ‘very satisfied’ or ‘satisfied’ that referrals are sent in accordance with agreed procedures and protocols.
75% satisfied with design of feedback procedure / 88 out of 118were ‘very satisfied’ or ‘satisfied’ with the overall design of the feedback procedure.
86% satisfied that feedback is responded to within agreed timescales / 98 out of 114 were ‘very satisfied’ or ‘satisfied’ that feedback is responded to within agreed response times.
91% satisfied that changes based on feedback are made within agreed timescales / 101 out of 111 were ‘very satisfied’ or ‘satisfied’ that changes required on the basis of feedback are completed within agreed timescales.
Trader tracking
23% had made a request for trader tracking / 32 out of 137respondents had made requests for trader tracking.
71% satisfied with design of trader tracing procedure / 24 out of 34 were ‘very satisfied’ or ‘satisfied’ with the overall design of the trader tracking procedure.
53% satisfied that requests for trader tracking are followed / 18 out of 34 were ‘very satisfied’ or ‘satisfied’ that requests for trader tracking are followed in consumer service cases, and specifically for referrals.
87% satisfied that trader tracking is processed within agreed timescales / 27 out of 31 were ‘very satisfied’ or ‘satisfied’ that the consumer service processes trader tracking within the agreed timescales.
Partner portal and data/information extracts
70% had used the partner portal or data/information extracts / 95 out of 136 respondents or energy and post data users had used the partner portal or data/information extracts.
Partner portal:
  • 91% satisfied with quality of data
  • 88% satisfied with accessibility
  • 69% satisfied with usability
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  • 85 out of 93respondents were ‘very satisfied’ or ‘satisfied’ with the quality of data from partner portal.
  • 82 out of 93 respondents were ‘very satisfied’ or ‘satisfied’ with the accessibility of partner portal.
  • 64 out of 93 respondents were ‘very satisfied’ or ‘satisfied’ with the usability of partner portal.

Sample and methodology
145 partners completed the survey /
  • 119 respondents from Trading Standards
  • 0 Referral partner (excluding Trading Standards)
  • 1 General Consumer data users
  • 11 Energy and Post data users

Questionnaire / A PDF of questionnaire can be found here:

Analysis /
  • Summary analysis is based on number of clients answering each question (‘Not applicable’ and ‘blanks’ excluded)