Customer Survey Analysis Results 2007
A survey form was sent in
January 2007 to a random selection of 100 active members of the Local
Government Pension Scheme administered by Devon County Council
We asked 13 questions in the
survey that covered a range of service areas including how easy our information
issued is to understand, how we responded to their queries when the member
contacted us, our complaint handling process and website awareness. On 3 of the questions we asked them to rate
us on a scale of 1 – 5, 1 being poor and 5 being good.
We received 27 responses and
an analysis of the results reveals a customer satisfaction rating of 93.8%.
A breakdown of the results is
as follows.
Q1. Is the written information you receive from
the Pensions Section regarding your benefits understandable and meaningful?
|
1 |
2 |
3 |
4 |
5 |
|
0 |
3 |
8 |
9 |
7 |
Q2. Have you
had any contact with the Pension Section in the last 12 months?
|
YES |
NO |
|
7 |
20 |
Q2a. If ‘Yes’, how
helpful and considerate was the member of staff who took your enquiry?
|
1 |
2 |
3 |
4 |
5 |
|
0 |
0 |
2 |
1 |
4 |
Q2b. If we could
not deal with your enquiry straight away, did we get back to you within a
reasonable period of time?
|
YES |
NO |
|
4 |
0 |
Q2c. If
appropriate, did we tell you exactly what you need to do or what information
was needed?
|
YES |
NO |
|
6 |
0 |
Q3. Have you
complained to us within the last 12 months?
|
YES |
NO |
|
0 |
27 |
Q3a. If
‘Yes’, was your complaint resolved to your satisfaction?
Q3b. If there was
something we could not do, did we explain the reasons to you?
Q4. Do you have access to the internet either at
work or at home?
|
YES |
NO |
|
23 |
3 |
Q5. Are you aware of our website www.devon.gov.uk/pensions?
|
YES |
NO |
|
13 |
13 |
Q5a. If ‘Yes’,
have you visited the site in the last 12 months?
|
YES |
NO |
|
2 |
11 |
Q5b. If you were
looking for specific information, were you able to find it?
|
YES |
NO |
|
2 |
0 |
Q5c. How useful
was the information?
|
1 |
2 |
3 |
4 |
5 |
|
0 |
0 |
0 |
2 |
0 |
Q6. Are
there any ways in which you think the website could be improved?
Comments
received were
‘All
looks good to me’
Q7. Do you have
any suggestions on how we can improve the quality of our service overall?
Comments
received were
‘Can
only recall being told what my pension will be once in the last 6 years or
more. Slightly more regular updates
would be helpful.’
‘Little
need to contact pensions but happy with service received.’
‘Recently
changed jobs. No problem in moving my
pension from another local authority.
Don’t pay a lot of attention to pensions at the age of 42.’
‘Happy
with the service you provide, can’t think of any improvements you could make.’
‘Service
is extremely good, no suggestions.’