Consumer service Partner Satisfaction survey - results

Transcription

1 Consumer service Partner Satisfaction survey - results Wave 8 December 2017

2 Overview The Citizens Advice consumer service is measured by the Department of Business, Energy and Industrial Strategy (BEIS) on the satisfaction of service partners Citizens Advice sends a survey to partners every six months asking them how we perform in a number of areas 80% of partners surveyed must state they are satisfied or very satisfied with Citizens Advice as a delivery partner of the service overall The latest results, from December 2017, indicate overall satisfaction of 85% Overall satisfaction has remained well above the targeted level for the previous four surveys, and the trend across the majority of questions is positive We will continue to drive improvements in key areas, through operational improvement activity and our wider service development plan

3 Survey Methodology

4 Partner satisfaction - methodology The Citizens Advice consumer service works closely with a number of key partners across the consumer landscape, providing referrals and data to them to support clients and inform their own work through intelligence led enforcement. The department for Business, Energy and Industrial Strategy (BEIS) target us on the satisfaction of our partners, which we measure through a survey we circulate every six months. The overall satisfaction of partners with us as a delivery partner overall is required to be above 80%. This was measured annually, as an average across two surveys.

5 Survey areas The partner satisfaction survey measures feedback in the following areas: Citizens Advice as a delivery partner overall How the delivery centre suppliers interact with partners The performance of the Citizens Advice consumer service operations team How referrals and feedback are managed The application and compliance of trader tracking requests by advisers Experience of accessing data through the partner portal We collate a report summarising the results and appropriate engagement and development activities following the publication of each survey.

6 Reporting results Following each survey we collate the information and publish a report that outlines: How the service has performed in the most recent survey The trends across each question over a number of surveys An overview of work completed to drive satisfaction, and additional activity that will be undertaken following the most recent set of results We also discuss the outcomes with BEIS at our regular review meetings, and with partners through forums such as our Trading Standards working group.

7 Previous survey actions Following the last survey in April 2017 we committed to undertake a number of actions: We completed a post transition lessons learnt review, including an analysis of the successes and issues with our partner engagement during the project We have commenced close working with the Relationship Manager at our new Centre in Gateshead, who has been seconded in from Trading Standards, to help drive scores, address areas identified for improvement and agree priorities for 2018 based on the latest survey results in conjunction with the Trading Standards audit data We have developed an online portal for the submission of partner feedback and this was rolled out in November 2017 We have shared information relating to our service development plans with partners through a number of channels, including established working groups, the CTSI conference in Harrogate in June 2017, and also at the most recent ACTSO meeting

8 Wave 8 results - December 2017

9 Survey results The most recent partner satisfaction survey was circulated in December 2017, through distribution lists and also via our consumer service partner pages. In total we received submissions from 155 respondents, which shows a marginal increase when compared to the previous survey, where we received 146 responses. The total satisfaction for each question is listed on the following pages, along with the trend against the previous survey s results in that area.

10 Survey results (2) Recent trend - comparison to the previous survey (Wave 7 - April 2017) Note there is no trend for the satisfaction question relating to English and Welsh contact centres, as this question replaced the version which referenced our previous delivery partner (Agilisys)

11 Survey results (3) Recent trend - comparison to the previous survey (Wave 7 - April 2017)

12 Results analysis Overall the results are very reassuring suggesting high levels of overall satisfaction and improvements in some areas: Overall satisfaction increased slightly, remaining well above the BEIS target of 80% There was an increase in satisfaction with case notes, and while there remains work to do in this area, we are pleased our work to this point has impacted this positively Satisfaction with the Operations Team has increased in three of the four questions There has been an increase in satisfaction relating to our feedback process, and as partners have the opportunity to use the new forms we have designed we hope this will further improve Fewer partners surveyed on this occasion made made use of our data (although satisfaction with the data has increased for those that did) Less partners used trader tracking, however there was a significant increase in satisfaction relating to the process following development work we have completed

13 Development areas These results have also informed a number of initiatives and activities we will be undertaking We will commence a project with delivery centres relating to case notes - this will include sharing of resources and best practice and additional quality activities We will review and re-circulate our processes and guidance relating to obtaining and attaching correct trader information to cases We are also conducting a full review of our adviser training programme as part of our wider service development activity, to ensure this emphasises all the necessary on the job skills (such as clear and accurate notes and and obtaining trader information) as well as the legal knowledge required Using data from the Trading Standards audit of cases in September, we will work with advisers to remind them of the importance of referrals being sent correctly Finally we will work with all our delivery centres to ensure satisfaction with the level of support partners receive from them increases

14 Action planning

15 Action planning An outline of actions designed to drive improvement in partner satisfaction can be found on the following slides. The table outlines the activities that will be undertaken, with review dates and expected outcomes. We will report on progress against these plans in subsequent reports, and add additional activities as required. We will continue to monitor other areas of the service that impact partners on an ongoing basis, and address any issues accordingly

16 Action planning Satisfaction area Activity Review date Expected outcome Case notes Initiate case notes project Sharing of best practice across centres Creation of agreed notes templates/structures Additional quality initiatives specifically focussed on notes January 2018 February 2018 February 2018 February 2018 More consistent standard of case notes to continue improvements in satisfaction levels Centre satisfaction levels Analysis of survey additional comments for trends Engagement with some respondents by Relationship Manager to explore reasons for dissatisfaction Partner engagement centre guidance to be drafted and shared with delivery centres January 2018 February 2018 March 2018 Improved satisfaction with levels of support offered to partners by delivery centres

17 Action planning Satisfaction area Activity Review date Expected outcome Adherence to referral protocols Arrange partner supported adviser training on high profile referral areas such as product safety and doorstep crime Initiate protocol review with partners to ensure all information fully up to date Amend weightings in quality management framework to ensure cases where referrals are missed fail reviews February 2018 February 2018 March 2018 Improved adherence to protocols, and more consistent identification of non-enforcement referrals Trader information Review of existing training resources and processes surrounding trader information Circulate revised resources/processes Additional quality initiatives specifically focussed on trader data January 2018 February 2018 March 2018 Improved quality of trader data being collected and shared with partners

18 Result trends

19 Trends The following slides illustrate the overall trends in each question area across multiple surveys, up until the most recent. Overall satisfaction in particular shows a very positive trend, and elsewhere there is a generally consistent or upward projection across the surveys.

20 Result trends

21 Result trends

22 Result trends

23 Result trends

24 Result trends

25 Result trends

26 Summary

27 Summary Overall satisfaction with the service remains consistent and above targeted levels. We recognise that some of the work we have undertaken appears to have been well received, with increases in relation to case notes, and partner feedback and trader tracking processes. We are pleased that initial results in these areas are positive. Nonetheless we continue to address areas where scores are below levels that they should be, or where there has been relative decline. In particular we recognise the importance of case notes and trader information being at optimum levels. In conjunction with the Trading Standards audit data, the information from the survey will allow us to drive improvement, both at an operational level and through the wider service development plan we have in place.

28 Partner contact information (for service partner use only)