Feedback First – customer satisfaction survey

SARH is keen to hear customers’ views abut what we do well and what we could do better. From August 2011 we have been sending out a survey called ‘Feedback First’ to customers so that we can collect this information and use it to improve services further.

‘Feedback First’ will be issued by post by a survey company called BMG.  All our customers should receive a survey over the next two years.  Surveys are being sent out every quarter – with approx 700 customers (⅛ of all customers) receiving a survey to complete every quarter.  The customers who receive a survey each quarter are selected at random.

Every quarter the results will be compared to the results from the previous quarter so that we can track our performance.

A range of questions are being asked to test overall customer satisfaction with our services as well as questions about specific services such as repairs and dealing with telephone enquiries.

SARH is also using the opportunity to collect information about customers that will help us to tailor services to meet their needs.  The information is similar to that collected through the Fair Service Survey and includes details of age, gender, sexuality, religion, ethnicity and any disability.

Results will be used to identify any service improvements needed.

Every quarter all customers who return a completed’ Feedback First’ survey will be entered into a prize draw to win £100. SARH will donate 10p for every completed survey returned to our chosen charity (which for 2011 is the Donna Louise Trust).