Summary Satisfaction was treated fairly’ - 87.5% (prev 92%) either strongly agree or agree. ‘I Phone: 78% (89) Service centres: 97% (96) Online: N/A Ratings was informed of everything I needed to do’– 89% (prev 91) either strongly agree or agree ‘I Phone: 79% (89) Service centres: 96% (94) Online: 91% (90) were knowledgeable and competent’ 86% (prev 90) either strongly agree or agree. ‘Staff – Phone: 75% (87) Service centres: 96% (93) Online: - N/A went the extra mile’ 75% (prev 80) either strongly agree or agree. ‘Staff – (75) (84) Phone: 63% Service centres: 87% Online: - N/A website had information I needed’ Online only 94% (prev 91) or strongly agree ‘The website is visually appealing’ Online only 69% (prev 66) agree or strongly agree ‘The feel confident that my privacy is protected on this site’ Online only 81% (prev 80) agree or strongly agree ‘I Overall 65% (prev also 65%) of 87% (prev 90) of all respondents were either very satisfied or satisfied with respondents agreed with the the time it took to get the service. Timeliness of Service: Satisfaction statement: waited a ‘I with the time Service centres: 95% (prev 93) reasonable amount of time at it took to get Phone: 70% (prev 86) Online: 95% (prev 92) the service centre’. the service from Service 27% (prev 35) of callers Tasmania: reported wait’ and 31% ‘no (prev 41) a wait’ (1-2 87% (prev 90) of all respondents were either very satisfied or satisfied with ‘short mins) when they made contact the accessibility of the service. Overall through the phone. Accessibility Service centres: 96% (prev 93) 69% (prev 86) 11% of callers reported a long Online: 96% (prev 92) of the service wait of more than 10 minutes (prev 3). through Service Tasmania: *2 810 surveys were fully completed. The number of participants from each channel is taken at the beginning of the survey and does not necessarily match the total number of surveys overall at the end.
Summary Satisfaction Ratings ‘I was treated fairly’ - 87.5% (prev 92%) either strongly agree or agree. Phone: 78% (89) Service centres: 97% (96) Online: N/A ‘I was informed of everything I needed to do’– 89% (prev 91) either strongly agree or agree Phone: 79% (89) Service centres: 96% (94) Online: 91% (90) ‘Staff were knowledgeable and competent’ – 86% (prev 90) either strongly agree or agree. Phone: 75% (87) Service centres: 96% (93) Online: - N/A ‘Staff went the extra mile’ – 75% (prev 80) either strongly agree or agree. Phone: 63% (75) Service centres: 87% (84) Online: - N/A ‘The website had information I needed’ Online only 94% (prev 91) or strongly agree ‘The website is visually appealing’ Online only 69% (prev 66) agree or strongly agree ‘I feel confident that my privacy is protected on this site’ Online only 81% (prev 80) agree or strongly agree Timeliness of Service: 65% (prev also 65%) of respondents agreed with the statement: ‘I waited a reasonable amount of time at the service centre’. 27% (prev 35) of callers reported ‘no wait’ and 31% (prev 41) a ‘short wait’ (1-2 mins) when they made contact through the phone. 11% of callers reported a long wait of more than 10 minutes (prev 3). Overall Satisfaction with the time it took to get the service from Service Tasmania: Overall Accessibility of the service through Service Tasmania: 87% (prev 90) of all respondents were either very satisfied or satisfied with the time it took to get the service. Service centres: 95% (prev 93) Phone: 70% (prev 86) Online: 95% (prev 92) 87% (prev 90) of all respondents were either very satisfied or satisfied with the accessibility of the service. Service centres: 96% (prev 93) 69% (prev 86) Online: 96% (prev 92) *2 810 surveys were fully completed. The number of participants from each channel is taken at the beginning of the survey and does not necessarily match the total number of surveys overall at the end.
Results_of_Service_Tasmania_s_May-June_2016_Customer_Survey_Summary.DOCX