Research and analysis

Tell Us Once customer service survey analysis

Findings from the first Tell Us Once customer service survey.

From:
Department for Work and Pensions
Published
7 November 2013

Documents

Tell Us Once customer service survey analysis

Ref: ISBN 978-1-78153-860-9 , IHR18

PDF, 136 KB, 50 pages

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Tell Us Once customer service survey: Technical annex

Ref: ISBN 978-1-78153-861-6

PDF, 87.7 KB, 15 pages

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Details

Tell Us Once is the award winning cross-government service that makes it possible for people to inform government just once of a birth or death.

Tell Us Once relies heavily on it’s delivery partners, across local and central government, to make the service work for our customers. We want to share the views of our customers with these delivery partners, showing them how well the service works and, or where, there could be improvements.

We ran a customer survey to measure customer satisfaction with the service and identify how we might improve or expand the existing service. The in-house quantitative survey was commissioned to provide a robust evidence base for the customer reception and any future expansion of the service. Customers were contacted by telephone over a 4 month period (April 2013 to July 2013).

Following completion of the survey, the Tell Us Once Delivery Partnership team are looking at the results and establishing what planned improvements can be made to the service.

Published 7 November 2013