BVPI 80 Customer Satisfaction Survey

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  • #21027
    swire
    Participant

    Does anybody know if this survey is going ahead this year ?

    The last time we did it was 2003 and I believe that it is done every three years?

    I can’t seem to find any details in circulars, guidance or after a trawl around the web.

    Any details gratefully received

    Thanks in advance

    Paul

    #4177
    Andrea Palmer
    Participant

    I have got a PDF copy I can send to you. My email address is apalmer@fareham.gov.uk.

    When you read the guidance on the Benefits survey you will notice that it refers to the sample being based on new and renewal claims. I have emailed the audit commission to clarify what they mean by renewal claims and the answer is that they are awaiting further clarification from DWP!

    If you are a Northgate site, you can still the same job on the GPI as 2003, but the smaple is based on new claims only because we don;t do renewals!!! 😕

    #4178
    Jacqui Fowler
    Participant

    YES THE SURVEY IS GOING AHEAD. THE WINDOW DATES ARE 1 JUNE 2006 TO 28 JULY 2006

    2ND IS 1 NOVEMBER 2006 TO 29 DECEMBER 2006

    We use Nortgate I world. I ran the report on test and am currently trawling through it. I have idenfied claims on it where they have not been paid within the sample window I used. Also I have not yet found any continue claims ( Renewals ) on the report.

    #4179
    NEILB
    Participant

    Paul,

    Best place to go would be http://www.survey.bvpi.gov.uk and register for all the details

    #4180
    chrisb
    Participant

    We are working on the basis that as “renewal” claims no longer exist, by default the sample can only be of new claims.

    #4181
    NEILB
    Participant

    New guidance came out on Friday 26th saying that the sample should now include change of circs

    #4182
    Anonymous
    Guest

    Has anyone considered the impact of the new selection criteria on the survey wording?

    We have been told that we cannot change the wording of the compulsory questions. This was fine when we were only selecting News claims & Renewals, because the wording refers to “Claims” – “…your most recent claim”, “…your last claim”, “….Was your claim successful” etc.

    However, now that Changes in Circs are included, this wording is not appropriate.

    For example, if you have someone that claimed 3 years ago, but notifies you of a change in capital etc within the sampling window, the survey should be asking them about their most recent contact. However with the wording referring to their “most recent claim”, will they be giving their opinion of the service 3 years ago or 1 week ago?

    Worse still – what if some people give their opinion of the service 3 years ago (when their claim was made) whilst others give their opinion of 1 week ago (when their last contact was made), then the results will be totally up the wall.

    How are others planning on getting round this if we cannot change the question wording????

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