Customer questionnaire results 2009- 2010

This survey provides feedback enabling us to judge whether we are meeting our customer service key targets. The questionnaire was given out by Careers South West Ltd staff between May 2009 and February 2010, across Devon and Cornwall.

This questionnaire has been used for three years, and this year results have remained high with improvements in 6 out of the 9 questions asked. You continue to be extremely positive about the service, the information we provide, and the help and support you receive from us. Your opinion of our Connexions service website is also improving, although many of you still don’t seem to know about it, so we are going to try to address that.

Here’s the survey and the results.

1. How easy was it to find us?

90.4% of young people thought that Connexions was very easy to find

2. How welcoming and friendly were Connexions staff when you arrived? (Target 92.5%)

93% of young people felt that Connexions staff were really welcoming and friendly.

3. How long did you wait to see the adviser after you arrived?

84.4% of young people were seen in less than 10 minutes.

4. Did you get the help and support you needed from the adviser? (Target 92.5%)

94.7% of customers felt that the advisers provide them with the help.

The written comments show that we are providing the support and help required by young people and that they are extremely happy with the service. There were lots of really positive statements about the service, staff and the information that we provide.

5. Were you able to find out easily the name(s) of the adviser(s) who helped you?

92.2% of young people said that they were able to obtain this information.

6. After your visit were you clear what the next steps would be by you and the adviser?

88.5% of customers stated that they were clear about the next steps to be taken

7. Will you be happy to use the Connexions service again? (Target 92.5%)

94.9% of young people said that they would be happy to use our service again, and is above are target of 92.5%

8. If you have been given written information was it helpful?

87% of young people found that the written information that we gave them was helpful.

9. If you have used the Connexions Cornwall and Devon website was it helpful?

65% of customers using the website found it to be very helpful, and is an improvement on previous years, although lower than the results to the other questions.

Our overall improvement priorities from the 2010/11 survey are to:

• improve client awareness and use of our web site; ensure that it is user friendly and meets customer expectations
• investigate ways of continuing to reduce client waiting time to see an adviser
• build on customer satisfaction levels to ensure more young people are happy with the service received
• improve response rates and increase customer feedback.