Record customer satisfaction ratings

Service updates
27 June 2017
Record customer satisfaction ratings

As part of our commitment to improve customer services, CHDA commissions an independent survey on the quality of service we provide. Each week a random sample of customers are polled by an independent survey company using telephone and postal questionnaires.

Results for March-May 2017 show overall satisfaction is 94.26%. This is the highest level of customer satisfaction since the survey was launched in 2015.

Every three months, at least 1060 individuals are surveyed. There are questions included about appointment arrangements, Assessment Centre facilities and interactions with our receptionists and healthcare professionals.

Customers are also asked if they have any additional comments or suggestions about the service. The additional comments are particularly valuable and are analysed monthly to help us make improvements at a local level.

Feedback from the survey and other stakeholders has led to a number of national initiatives to further improve customer satisfaction rates. These include:

  • A new GP engagement programme to ensure relevant evidence is gathered to avoid where possible the need to call a customer for a face-to-face assessment
  • A review of information within waiting rooms to provide more support for customers
  • A review of appointment letters and accompanying information to make sure they are helpful for customers
  • Improved maps and directions for Assessment Centres

Thank you to everyone who has taken part in the surveys. If you would like to share your feedback with us, Customer Feedback forms are available in every Assessment Centre and can also be downloaded here.

We welcome any suggestions to make our service better, so please do not hesitate to contact us if you have a comment or query.

Brain Pepper
National Customer Relations Manager