New customer satisfaction survey methods.

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phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

In response to PASC on 10.11.14 Dame Julie Mellor stated that PHSO have been piloting new customer satisfaction survey methods.

1. Can you provide the categories within the new pilot for collecting data?

2. What percentage of customers in each category are contacted?

3. Is there a facility within the new pilot for a customer to directly contact IFF to provide feedback or do they need to wait to be contacted?

4. Is it the case within the pilot that all customer survey responses are still collected by telephone?

5. Can I see the list of questions for each category under the new pilot scheme?

6. Are there any plans to make the collection of satisfaction data automatically available to all service users? If so when would this service be available?

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

foiofficer, Parliamentary and Health Service Ombudsman

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foiofficer, Parliamentary and Health Service Ombudsman

8 Attachments

Dear Della Reynolds

 

Re: Your information request: FDN 210142

 

I write in response to your information request dated 14 December 2014.

 

1. In response to PASC on 10.11.14 Dame Julie Mellor stated that PHSO have
been piloting new customer satisfaction survey methods. Can you provide
the categories within the new pilot for collecting data?

 

We are piloting different ways of capturing customer feedback and
satisfaction. In addition to our established telephone satisfaction survey
which is conducted by an independent research company (IFF), we have also
implemented the following new methods for gathering customer satisfaction
data: 

 

o Customers (who are not contacted as part of the telephone survey) are
contacted by email to see if they would like to participate in an
online survey. This is being undertaken in partnership with Oxford
University.

 

o Customers that have used our new online mechanism for bringing a
complaint to us are contacted (via the online portal they used to
complain) to explore their satisfaction with using this new process.

 

2.  What percentage of customers in each category are contacted?

 

During 2013-14, IFF spoke to the following numbers of people:

 

o Enquiry customers: 2399 people interviewed (this represents 9% of all
our enquiry customers last year)
o Investigations customers: 747 people interviewed (this represents 34%
of all our investigations customers last year)
o Review customers: 191 people interviewed (this represents 32% of all
our review customers last year)

 

So far invitations to the online survey have been sent out to 490
customers, of which 56 have responded, a response rate of 11%.

 

We have only just implemented the new online complaints approach, and it
is only at the pilot stage. We have invited 20 people to tell us about
their experiences of using it and have had 12 responses, a response rate
of 60%.

 

3. Is there a facility within the new pilot for a customer to directly
contact IFF to provide feedback or do they need to wait to be contacted?

 

There is not a facility for customers to contact IFF directly because for
the research to be meaningful it has to relate to a random sample of our
customers. However, customers can contact PHSO directly to provide
feedback.

 

4.  Is it the case within the pilot that all customer survey responses are
still collected by telephone?

 

Please see my response to Q1.

 

5.  Can I see the list of questions for each category under the new pilot
scheme?

 

Please find attached the following templates used by IFF in carrying out
the telephone research:

 

•        Survey of enquiries (Annex A)

•        Survey of complainants (Annex B)

•        Survey of Reviews (Annex C)

 

As you will see from the above documents, a small amount of information
has been redacted as it constitutes third party personal data which is
exempt from disclosure under section 40(2) of the Freedom of Information
Act 2000.

 

I have also attached the relevant questionnaires for the online and email
surveys. Please note that we do not hold a final version of the email
survey managed by Oxford University (as the final version is held online
only) but we do hold a draft version which is attached. The differences
between the draft and final versions are minor.

 

6.  Are there any plans to make the collection of satisfaction data
automatically available to all service users?  If so when would this
service be available?

 

We publish the overall satisfaction figures of our survey in our annual
report. Our annual report for 2014/15 will be published later this year on
our website at [1]www.ombudsman.org.uk.

I hope this information is helpful.

 

Kind regards

 

Rebecca Gadsdon

FOI/DP Officer

Parliamentary and Health Service Ombudsman

T: 0300 061 1516

E: [2][email address]

W: [3]www.ombudsman.org.uk

 

Follow us on

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All email communications with PHSO pass through the Government Secure
Intranet, and may be automatically logged, monitored and/or recorded for
legal purposes.
The MessageLabs Anti Virus Service is the first managed service to achieve
the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK
Government quality mark initiative for information security products and
services. For more information about this please visit www.cctmark.gov.uk

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J Roberts left an annotation ()

Has anyone who contributes to this website and who has not got satisfaction from the PHSO been offered the opportunity to participate in a satisfaction survey?

[Name Removed] (Account suspended) left an annotation ()

Picked up the latest satisfaction survey via Twitter.

I would guess that it's continuance s dependent on the responses received so far.