Devon Pension Services
CUSTOMER SURVEY ACTION PLAN 2007-08
COMMENT	ACTION	TIMESCALE
Only 50% of those who responded were aware of Devon Pension Services webpage’s.	Continue to promote awareness of webpage’s at every opportunity, including letters, circulations etc.	Ongoing action
Those members who were aware of the webpage’s, only 15% had actually looked at it.	Continue to encourage members to access the webpage’s for information on the LGPS and future changes.	Ongoing action
Comment received that 'slightly more regular updates would be helpful'.	Contact member concerned to ascertain that they receive their annual benefit statement.	April 2007

PROCESS OUTLINE
This chart shows how DPS collects people's views and how often we do this along with the key documents and records used.
SOURCE DOCUMENT	FREQUENCY	PRIMARY ACTION	PRIMARY RECORD	SECONDARY ACTION & RECORD
Annual Customer Survey	Yearly	Analyse returns for:		Update "Our Business" Performance Poster with:
		▪ Response statistics to key questions	CSI Calculations.xls	▪ CSI Score
		▪ Issues that require activity	Customer Action Plan	▪ Planned actions
Customer Comment Cards	Daily	Check returns as they come in for replies required
	Monthly	Analyse returns for:
		▪ Response statistics	Comment Card Results.xls
		▪ Issues that require an activity to be added	Customer Action Plan
DPS Action Plan	Yearly	Review for any overarching strategies or initiatives	Customer Action Plan