Customer Satisfaction Survey

An integral part of Key Care and Support’s continuous quality development process is to evaluate how well we are doing and obtain valued feedback from the people we support. This enables us to develop our services to the demands of people we support and benchmark our delivery against your expectations. As part of this process we would appreciate it, if you could spend a few minutes to complete this survey.

The name of the person we support

Representative (person completing this form):

Phone

Position

Date Survey Completed:

Please score (1 = Very poor 2 = Poor 3 = Good 4 = Very good 5 = excellent)

COMMUNICATION (The office team communicates appropriately at all times.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

TELEPHONE MANNER (When I contact Key Care & Support the phone is answered in a timely and friendly manner.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

RESPONSE TIMES (When I contact Key Care & Support to request staff they respond back within an appropriate time and keep me up to date with information.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

SHIFT COVERAGE (The response times and shift coverage I receive from Key Care & Support meets our requirements.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

KEY CARE & SUPPORT OUT OF HOURS RESPONSE (When contacting the Key Care & Support out of hours service I receive a satisfactory and timely response to my queries or requests.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

KEY CARE & SUPPORT OUT OF HOURS CUSTOMER SERVICE (When contacting the Key Care & Support out of hours service I am greeted with good telephone manner)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

ACCOUNTS DEPARTMENT (I am content with how the Accounts department operates and resolves my queries.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

COMPLAINTS (I am satisfied with how my complaints/concerns are responded to and managed accordingly.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

STAFF SUPPLIED

COMPETENCY OF STAFF (The staff Key Care & Support supply are trained and competent to meet people we support needs.)

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Comments

WAS THE CARE SAFE AND RESPECTFUL?

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Staff ensured dignity, safety and confidentiality was respected at all times?

needs.) you the

Comments

WAS THE CARE PERSON CENTRED?

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

Staff provided personalised support and put the needs and requirements of the person receiving care first at all times?

Comments

APPEARANCE ON DUTY

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

The staff Key Care & Support supply are dressed smartly and appropriately when on shift, and have ID Badges with them.

Comments

TIME MANAGEMENT

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

The staff Key Care & Support supply arrive to duty on time to commence work and complete all duties.

Comments

INITIATIVE AND MOTIVATION

Very Poor	Poor	Average	Good	Excellent
Very PoorPurchase Very Poor	PoorPurchase Poor	AveragePurchase Average	GoodPurchase Good	ExcellentPurchase Excellent

The staff Key Care & Support supply are motivated and prepared when working within my team.

Please give two aspects you consider benefit you as a client using Key Care & Support

Please give two areas on how you feel we could improve our service to you.