Annual Survey 2011/12

Call24 is committed to learning from the experiences of its customers, and every year carries out a survey to gauge customers' views on our service. 1,200 questionnaires were distributed in February 2012 to a random sample of customers.

For all areas of the Company's service, customers were asked to score performance on a scale of 1 to 10, where 1 was highly dissatisfied and 10 was highly satisfied.

This year's key findings are as follows:-

All 12 aspects of our service achieved average satisfaction ratings above 90%.
Over 92% said our service offered good value for money.
Over 98% of our customers have said we provide a good service.
Telecare Services Association Key Performance Indicators have been comforatably achieved.

Here are the results achieved in respect of our telecare calls handling and alarm installation / repairs service.

Average customer ratings (2003 to 2011)

Speed of response

Knowledge of staff

Helpfulness of staff

Courtesy of staff

Overall Service rating

Telecare Response Centre

’11 9.56

’10 9.42

’09 9.32

’08 9.47

’07 9.22

’06 8.99

’05 8.81

’04 8.93

’03 8.58

9.53

9.33

9.30

9.27

9.12

9.01

9.07

8.81

9.61

9.40

9.37

9.47

9.51

9.36

9.27

9.43

9.13

9.70

9.56

9.50

9.58

9.66

9.42

9.37

9.49

9.15

9.59

9.46

9.39

9.48

9.50

9.32

9.29

9.35

8.99

Installation and Repairs

’11 9.44

’10 9.20

’09 9.27

’08 9.81

’07 9.44

’06 9.17

’05 9.21

’04 9.29

’03 8.89

9.47

9.31

9.32

9.17

9.35

9.01

9.33

9.13

8.96

9.56

9.29

9.32

9.29

9.45

9.26

9.51

9.31

9.13

9.61

9.40

9.43

9.56

9.52

9.38

9.58

9.47

9.29

9.48

9.23

9.28

9.59

9.60

9.40

9.57

9.43

9.10

Please see our annual report for more detailled analysis and discussion.

Annual Survey 2011/12

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