Customer Satisfaction surveys

Roedd y cais yn rhannol lwyddiannus.

Dear Motability,

In your annual reports and accounts 2020/21, it is stated:
" Overall satisfaction remains high at 98%, the same as the previous year, however the Autumn 2020 wave of Customer Satisfaction Index (CSI) research was cancelled as a result of the unique operating circumstances and customer experiences as a result of the COVID-19 pandemic lockdowns".

Where does the 98% figure come from?

Who is responsible for the customer satisfaction survey research, then and now? Where is the data held and how can it be accessed?

What are the parameters of the satisfaction surveys? Who is contacted? How are they selected?

Where is the data held? Who owns the data?

If Motability tenders the customer satisfaction surveys out to a third party, who - and how can the data be accessed?

If Ipsos Mori hold the data as to who is contacted, why and what they are asked, how can this information be obtained, via Ipsos Mori or via Motability?

Yours faithfully.

Dear Motability,

I am concerned by the lack of acknowledgement to my FOI request, given the deadline for response is 12th August 2022.

Yours faithfully.

Dear Motability,

I have received absolutely no reply to two correspondences and the FOI request is now overdue. I would appreciate your response without further delay.

Yours faithfully,

J Ross

Cummings, Abby,

Good Morning,

Thank you for your enquiry. I can confirm that Motability is not a public authority and is therefore not subject to the Freedom of Information Act.

Customer Satisfaction Surveys are not conducted by Motability, the Charity. They are carried out by Motability Operations Ltd who operate the Motability Scheme under contract to the charity, and as such any question regarding the surveys should be directed to them.

Kind Regards

Abby Cummings
PR and Communications Executive

Warwick House
Roydon Road
Essex CM19 5PX


dangos adrannau a ddyfynnir

The eventual reply was:

Motability Operations have been running a research programme, via an independent research agency, to enable us to benchmark our levels of customer satisfaction for the past 19 years, during this time we have used the feedback from our customers to help us identify and prioritise improvements within both our product offering and the included customer service packaged. During late 2020 we completed a competitive tender process for our customer satisfaction research programme which resulted in Ipsos Mori (Ipsos) taking over the bi-annual programme to provide independent verification of our customer satisfaction levels. The sample that we use for our research is representative of our fleet and the programme that we are surveying to ensure that the results reflect the overall makeup of our diverse customer base.

The ‘claim’ to which you refer is to the outcome of the Customer Satisfaction Index survey conducted by Ipsos, where Ipsos interview 600 Motability Scheme customers via telephone between 21st February 2022 and 17th March 2022, where on average, customers rate their satisfaction with the Scheme as 9.6 out of 10.

Motability boast on their website that they have 630,000 customers. Therefore Motability are stating that a survey of 0.095% (600) of the customer base, via telephone over just 24 days, is representative of their customer base and allows them to make claims that "customers rate their satisfaction with the Scheme as 9.6 out of 10".