The 2007 MRASCo Customer Satisfaction Survey was carried out by an independent market research company in November via 42 telephone interviews and 15 face-to-face interviews with industry participants. The objective was to establish current perceptions of MRASCo’s service and to draw comparisons with previous survey results between 2001 and 2006. Overall the results are very positive, with most scores increasing compared to 2006 and many, including Overall Satisfaction and Value for Money, at their highest levels ever. Although only a few measures have decreased since last year, there are nonetheless some areas where scores are not as high as the norm and an action plan has been agreed detailing how we plan to increase these during 2008.
Quantitative Research Findings
The quantitative research asked a set of standard questions about key services allowing a direct comparison with previous years’ results. Key areas showing positive results are as follows:
- Overall Satisfaction and Value for Money are at their highest level to date with an average score of 8 out of 10 and 7.6 out of 10 respectively.
- Change Management has again scored very highly, with 98% of respondents believing it works well.
- Entry Assessment & Re-Qualification has seen excellent results following introduction of the new MAP05 process, with all respondents believing the processes are handled well. 86% of respondents feel the processes are handled in a fair way and 83% believe they are handled in a transparent way.
- Helpdesk has seen a large increase in ‘accuracy of response’ (up 15% since 2006).
- The website has seen large increases in all scores since 2006 and is now showing the best results to date (with an increase of 27% for ‘overall usefulness’).
- The new DTC web portal has received good scores; there is the potential for ease of navigation to be improved however others ratings are very high with 78% respondents marking overall usefulness at 8 or above.
- Communication scores are at their highest levels to date, particularly ‘overall quality of communication’ which is up 15% on last year with a score of 71%. ‘Providing accurate information & answers’ is also up 12% on last year, now with 83% of respondents giving a score of 8 or above.
- Ratings of trust have improved again and almost all respondents believe the MRA is operated in a fair and transparent way (98% and 95% respectively).
- Ratings for providing a valuable expertise resource have increased and are now at the highest level to date.
- ‘Being flexible’ has seen an increase of 15%, bringing it more in line with the results for other core skills.
Areas for improvement
- Helpdesk scores could improve further, particularly ‘speed of response’ (down 1% since last year, at 63%) and quality of response (67%).
- Website: ease of navigation can improve further on the gains since last year, still only sitting at 30% 8+ scores. It is recognised that in order to maintain acceptable scores for the website improvements will need to be made every year.
- The Newsletter is showing room for improvement, with minimal changes in scores since last year. There would appear to be potential for improving overall usefulness by concentrating on ‘having the information you need’ and improving the format.
- Some ‘core skills’ such as flexibility, understanding your business and providing a valuable experience resource are showing relatively low scores, despite having increased since last year (currently at 57%, 60% and 62% respectively).
Qualitative Research Findings
The qualitative research provides more detailed feedback on how parties feel about the service, what they would like to be improved, and whether they see things changing in the future. Overall feedback is very positive and supports the findings of the quantitative research, with respondents feeling very satisfied with the key services being provided for MRASCo.
Particular strengths mentioned were people, communication and provision of key services such as change, product and meeting management. Weaknesses identified included the website, which is a target for ongoing improvement year on year to remain on a par with other industry and external sites.
An Action Plan has been agreed with MEC to address the areas for improvement and this will be implemented during 2008.
To download the results of the recent Customer Satisfaction Survey, please see the link below:
