Customer Satisfaction

Surveys

Colette Nicolle

2

Overview

Overall response rate and suggestions Process of analysis and reporting Investigating the relationship between respondents’

ratings and ‘Assessment outcome’ and ‘Who paid for the assessment’

Some summary results and comments Next steps

3

2006 Customer Satisfaction Survey – Overall Response

Number sent Number received

Overallresponse rate

3879 1501 39%

Response rates ranged from 13% to 52%

4

Response Rate

Sending out questionnaires months after assessment can have an effect on response rate

A low response rate can have an effect on % of respondents who were ‘Dissatisfied’ or ’Very dissatisfied’ as they present a greater percentage of the response group

A low response rate can introduce bias from non-response, e.g., is client advised to stop driving more (or less) likely to send it back?

Change in procedure for 2007 mailshot Feedback on numbers posted? More questionnaires needed? Re-assess the method / your comments?

5

More information?

To account for non-response bias we need to investigate if people who were advised to stop driving are less likely to complete and return the questionnaires than those advised to continue driving (or vice versa). Could skew the results into a positive (or negative) result

To do this we need to know how many questionnaires were sent to clients (January-June 2006) who were:

Advised to stop driving Advised to continue driving

Do centres have this data?

6

More refined rating scale

Very Satisfied 1Very Satisfied 1

Satisfied 2Satisfied 2

Dissatisfied 3Neither Satisfied nor Dissatisfied 3

Very Dissatisfied 4Dissatisfied 4

Very Dissatisfied 5

TRL 4 point scale ESRI 5 point scale

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Snapshot

When percentage of respondents giving ratings of ‘Very satisfied’ and ‘Satisfied’is less than 90%, a more detailed breakdown of the results is provided, e.g.4 (19%) respondents were ‘Neither Satisfied nor Dissatisfied’.2 (9.5%) respondents were ‘Dissatisfied’. 1 (4.8%) were ‘Very dissatisfied’.

Of those 3 dissatisfied respondents:0 reported that they had been advised to discontinue driving.2 reported that they had been advised to continue driving. 2 reported that their assessment had been paid by the DVLA.

8

Investigating the relationship between respondents’ ratings and ‘Assessment outcome’ and ‘Who paid for the assessment’

Chi-Square statistical test

For all results taken together

9

Extract from Chi-square resultsRatings significantly affected by…..

Service aspect Being advised to continue or stop driving

DVLA or respondents paid for assessment

First contact

Time taken in dealing with application (A4) No No

Satisfied that call/letter was answered promptly (A2) Yes No

The assessment

Content of assessment (C3) Yes Yes

Duration of assessment (C6) Yes Yes

How the assessment was conducted (C7) Yes Yes

Staff description of what the assessment would involve (A5) Yes Yes

How questions answered (13) Yes Yes

Explanation given for the results of their assessment (C14) Yes Yes

Staff addressing their anxieties (C15) Yes No

The tasks given to them to perform during their assessment (C11) Yes Yes

10

Assessment outcome in relation to age

2344

59

117

143

195

151

50

14

9

18

39

34

3

22

18

24

48

60

53

32

16

13

21

30

11

0

20

40

60

80

100

120

140

160

180

200

220

240

260

280

300

0 -

9

10 -

19

20 -

29

30 -

39

40 -

49

50 -

59

60 -

69

70 -

79

80+

Age group (years)

Nu

mb

er

of

res

po

nd

en

ts Advised to return tothe centre for review

Received advice onadaptations/equipmentto get in or out of avehicle

Advised to stop driving

Advised to continuedriving

11

Assessment outcome in relation to medical condition

Per

cetn

age

of

each

med

ical

gro

up

100.0%

80.0%

60.0%

40.0%

20.0%

0.0%

Medical condition

Huntingtons

Stroke R

ight hemiplegia

Stroke Left hem

iplegiaS

troke (other)S

tatic Visual F

ield …S

pinal Cord Injuries

Spina B

ifidaP

sychiatricP

olioP

eripheral Vascular …

Parkinson's D

iseaseO

ther Non-neurological

Other N

eurologicalO

steoarthritisM

uscle Diseases

Multiple S

clerosisM

otor Neurone D

iseaseLim

b Abnorm

alities …Lim

b Abnorm

alities …Learning D

isability…H

eart/LungE

lderly Frail

Dystrophy/A

trophyD

ementia/A

lzheimer's

Cerebral P

alsyB

rain Tum

ourB

rain Dam

age traumatic

Brain D

amage …

Back P

roblems

Arthritis Inflam

matory

Am

putation Traum

atic

Advised to return to the centre.

Advised on adaptations/equipment to get in/out of a vehicle.

Advised to stop driving.Advised to continue driving.

Assessment Outcome

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Frequent comments across all centres

DVLA – length of response to the outcome of the assessment (i.e., regaining licence)

Lack of reports (often because assessment had been funded by DVLA and this is where report was sent) – may affect their acceptance of the outcome?

Parking was frequently cited as poor – often a constraint imposed by the site and cannot easily be improved upon

Those advised to stop driving often mentioned lack of information as to how they continue, i.e., information regarding subsidised transport

Respondents often did not understand the full purpose of the assessment Unaware the result could have an effect on their licence Informed it was not a test, yet clearly pass/fail would have an effect

on their licence.

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Next Steps

Centres should comment wherever percentage of respondents giving ratings of 'Very satisfied' and 'Satisfied' was less than 90%

Please return the report with any comments at your earliest convenience, but at least by 18 May

We complete the final copies and the summary report for the DfT 2007 survey: keep sending them out in monthly batches, and

please let us know if you need more If you have any suggestions as to how this can work more efficiently

Outcome Surveys will be coming up Your suggestions?