Scope Response Customer Satisfaction Survey 2012

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 June to August 2012. 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 June and was primarily promoted via email footers.

Respondents

59 responses were received (paper and online). Responses were anonymous but we did collect and collate demographic data. Some respondents chose not to respond to some questions.

• 89% said the information/advice they received met their needs
• 90% found the information or advice they received useful
• 91% found it easy to understand the information/advice they received.       
• 79% said the service fulfilled their expectations
• 94% said their enquiry was responded to within a reasonable and appropriate timescale
• 88% felt valued and listened to by the Scope Response staff who dealt with their enquiry
• 83% would recommend the service to others     

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

Comments about unmet expectations and issues outside of our control

• “I thought you would fill in my benefit forms.”
• “I talked to a lot of people in Scope and got different feedback on what you could do for me.”
• “I wanted Scope’s support in challenging discrimination.”
• “A dispute with my grandson’s school regarding provision being withdrawn.”
• “Information on employment assistance. I have cerebral palsy and live in the Philippines.”
• “I felt Scope should have helped me challenge discrimination and I wanted help in launching a campaign...”
• “I hoped you would offer intervention and lobbying and taken case up with Council.”
• “I expected you to help but was passed to other agencies.”

Scope Response: our commitment

We will:

• Give you a clear, consistent message of what you can expect from our services and we are careful not to raise false expectations when we signpost to other services.
• Work to increase local services and partnerships providing information and support.
• Continue to influence government and key decision makers around the needs of disabled people such as changes to the welfare benefit system.
• Develop specific information products and services based on what you tell us and to ensure disabled people are empowered to make informed choices.
• Continue to be mindful of how our words and deeds can be interpreted, especially when our clients are feeling vulnerable.
• Establish closer working relationships with local services and staff to ensure we provide a uniform, comprehensive response.

Perception of Scope Response

• “It took me some time to find places to use to gain information. It seems to be up to the individual to find information.”
• “I had been looking for an open forum.”
• “….Was wanting to find information written in lay terms from a credible source.”
• “You gave me a list of people who would help so saved me ringing dozens of people who couldn’t.”
• “Very useful and clearly written.”
• “Scope got back to me quicker than other charities I had contacted.”
• “Would like more information on treatments regarding disabled adults.”
• “I would like information on budgets and independent living.”
• “I would like information in a wider range of formats and available via web, Scope shops, forums etc.”

We will:

• Continue to provide a wide range of information materials around disability issues in response to customer need.
• Produce accurate, trustworthy, impartial, evidence-based and co-produced information. We recently maintained the Information Standard, which verifies this.
• Partner with local services and disability information providers to ensure disabled people get the support they need.
• Develop new projects to meet the needs of specific client groups such as young disabled people.
• Develop new ways of producing information in different formats such as video, web-based, social networking and mobile apps.
• Work closely with Scope services and shops to ensure that information is available from them in addition to being available centrally via our website or Helpline

Do you have any comments on the Scope Response service?

Please give us your feedback.