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

Customer Satisfaction Survey – Overall Response Number sentNumber received Overall response rate % 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 11 11 Satisfied 22 22 Dissatisfied 33 Neither Satisfied nor Dissatisfied 33 Very Dissatisfied 44 Dissatisfied 44 Very Dissatisfied 55 TRL 4 point scaleESRI 5 point scale

7 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 results Ratings significantly affected by….. Service aspectBeing advised to continue or stop driving DVLA or respondents paid for assessment First contact Time taken in dealing with application (A4) No Satisfied that call/letter was answered promptly (A2) YesNo The assessment Content of assessment (C3) Yes Duration of assessment (C6) Yes How the assessment was conducted (C7) Yes Staff description of what the assessment would involve (A5) Yes How questions answered (13) Yes Explanation given for the results of their assessment (C14) Yes Staff addressing their anxieties (C15) YesNo The tasks given to them to perform during their assessment (C11) Yes

10 Assessment outcome in relation to age

11 Assessment outcome in relation to medical condition

12 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.

13 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?