Scope Response Customer Satisfaction Survey 2011 Summary

At Scope Response, we try to ensure that we offer you the best possible service in line with our Customer Charter.

We welcome your feedback and listen to your comments to ensure that we are constantly improving our service to you. We also report back on what we have done to address any concerns that you may have in our regular customer satisfaction surveys, like the one below:

Methodology

Paper copies of the survey form were sent to customers whose cases had been closed by Regional Response Workers during the period from January to June 2011. Most of these customer journeys would have started with the Helpline. The survey form was also sent out in information packs from the Helpline. The online survey went live in February and was primarily promoted via email footers.

Respondents

195 responses were received (paper and online). This was 23 more responses than we received to the 2009 survey (Word document, 29KB). Responses were anonymous but we did collect and collate demographic data. Some respondents chose not to respond to some questions.

We asked respondents to rate their experience of using our service against six statements:

• “The service provided by Scope Response fulfilled my expectations.”

Overall 94% responded positively, a 1% increase on the previous survey.

• “Scope Response met my needs within a reasonable and appropriate timescale.”

Overall 95% responded positively, the same as the previous survey.

• “I have confidence in the competence and knowledge of the Scope Response team.”

Overall 92% responded positively, a 1% decrease from the previous survey.

• “The information I received from the Scope Response team completely met my needs."

Overall 92% responded positively, a 4% increase on the previous survey.

• “I felt valued and listened to by the Scope Response staff I encountered.”

Overall 98% responded positively, a 3% increase on the previous survey.

• “I value the work of the Scope Response team and would recommend the service to others.”

• Overall 95% responded positive, a 2% increase from the previous survey.

We invited the respondents to comment on the service they had received, A selection of these comments and how we will address them is show below:

Comments about unmet expectations and issues outside of our control

• “The service didn’t resolve my mentee's issues, the information provided about other organisations was of no use, as they either didn’t respond or offered no help.”
• “The lady I spoke to could not answer my question but she went out of her way to find someone who could and made some really useful suggestions.”
• “The fund finder search…mainly listed charities/organisations able to donate around £100 or £250 maximum when I was trying raise £8,500.”
• “I was given a list of charities to apply to for funding and this has been truly valuable - the list has not only helped me but also I have been able to signpost other families to the charities that exist to help children like ours. It is a shame that not all conditions have such support from an organisation such as Scope!”
• “They (the Scope team) are let down by the other side (the local authority parties, social services etc)…”
• “The lady let me know that there would be a slight delay with her response and why. I was happy with this. The lady kept me updated regularly.”

We will:

• Ensure that all customers are given a clear message about what they can expect from our service.
• Strive to ensure consistency of that message regardless of who delivers it and what medium it is delivered in.
• Be careful not to raise false expectations when we signpost customers to other organisations.

Perception

• “Was advised by home visitor that as I had filled in DLA forms it would be rejected. Was not impressed with attitude I was given.”
• ‘She is very competent and knows the job inside-out.’
• “Home visitor looked down on me.”
• “The Regional Response Worker is so helpful. She always listens to me when I need to talk and I am really grateful for her and for Scope.”
• “Allow a little more compassion into your consideration of genuine requests.”
• “When no-one appears to listen, we have always had a great and helpful response from Scope!”

We will:

• Continue to be mindful that people can interpret our words and deeds in ways we hadn’t intended, especially when they are feeling vulnerable.

Customer journey before getting to Scope Response

“Sometimes they have transfer calls, from one person to another, and we need to explain the problem again to them.”

(As calls are not transferred within the Helpline we can only assume this caller had spoken to another part of Scope first.)

We will:

• Continue to work to ensure that staff within other Scope departments are clear about our remit so that they redirect callers in an appropriate and timely manner.

Reach

• “Unfortunately you clearly do not have the resources (through no fault of your own) to provide full geographic coverage….no group or similar in my area.”
• “I wouldn't recommend the service to anyone who hasn’t got cerebral palsy.”
• “Scope were unable to offer practical help as my mentee hasn’t got cerebral palsy.”
• “Scope is obviously working very hard to help disabled people.”
• “I think the world is a better place for me because of Scope. Thank you so much.”

We will:

• Continue to work to build up local networks and partnerships.
• Maintain our expertise on cerebral palsy whilst increasing our understanding of other conditions and disability-related issues.

Any comments on Scope Response's service to you?

Please give us your feedback.