i-exchangeresearchsurvey

Online transaction survey

In order for us to improve our online transactions for the customer we would like to ask you a few questions about our current services and how we can improve them to suit your needs. It should take about 5 minutes to complete the survey.

Please confirm who is completing this questionnaire. Mark ONE of the following choices

I am a customer

Member of staff District/Borough Council Contact Centre

Member of staff - Libraries

Member of staff District/Borough Council

Member of staff - Childrens centre

Member of staff - Contact Kent

Member of staff Gateway

Member of an Engagement Forum

	Specify Gateway location

	Specify District or Borough Council Contact Centre

	Specify District or Borough Council

Please specify which other service

ASK the customer to specify which other service

What is your postcode? Please note - this will not be used to identify you personally and no attempt will be made to contact you directly using this information, rather the postcode data provides us with a better understanding of our customers, with the aim of improving services and customer satisfaction. Your postcode will not be disclosed out of the public sector organisations running this survey. This is a mandatory question and if you are not willing to give postcode then the survey is at an end with our thanks for your time. If you are willing to give your postcode, please enter it below.

ASK the customer for their postcode and TELL them this will not be used to identify them personally and no attempt will be made to contact them directly using this information, rather the postcode data provides us with a better understanding of our customers, with the aim of improving services and customer satisfaction. REASSURE the customer that their postcode will not be disclosed out of the public sector organisations running this survey. This is a mandatory question and if they are not willing to give postcode the interview should be terminated with thanks - if they are willing to give their postcode enter below and read it back to the customer to confirm

What is your age range? This is an optional question.

Prefer not to say

45 - 54

Under 14

55 - 64

15 - 24

65 - 84

25 - 34

85+

35 - 44

ASK what is the customer's age range and tell them this is an optional question. Mark the answer below

Customer prefers not to say

45 - 54

Under 14

55 - 64

15 - 24

65 - 84

25 - 34

85+

35 - 44

ASK Does the customer use the internet?

Yes

Have you ever used or accessed public services online? Examples are for Reporting potholes, abandoned vehicles or fly tipping; Paying for something like parking fines, Council Tax or a course; Applying for something like courses, jobs, planning permission or parking permits; Finding information like downloading country walks or service information; or Having Your Say by way of consultation, compliment, comment or complaint.

Yes

ASK the customer if they have ever used or accessed public services online? Examples are for Reporting potholes, abandoned vehicles or fly tipping; Paying for something like parking fines, Council Tax or a course; Applying for something like courses, jobs, planning permission or parking permits; Finding information like downloading country walks or service information; or Having Your Say by way of consultation, compliment, comment or complaint.

Yes

ASK Do you mind me asking, why have you chosen to speak to us today instead of using the website? Prompt the customer with the choices and mark ALL that apply

I prefer to contact a real person for the service I am after today

Lack of confidence/skill

Don't know what is available online

The service I want to access is not online

Lack of access/broadband

	ASK And which service is that, please? Write the customer's answer in below

How do you normally access the internet? Mark ONE answer

Home computer or laptop

Games console

Smart phone

i-Pad

Digital/Interactive TV

at the Library/Gateway/Council Office

Mobile phone

Other

Please specify the other way that you normally access the internet

ASK the customer how they access the internet? Mark ALL that apply

Home computer or laptop

Games console

Smart phone

i-Pad

Digital/Interactive TV

at the Library/Gateway/Council Office

Mobile phone

Other

ASK the customer to specify the other way they access the internet

Which public services have you used or accessed online? Mark ALL that apply

Reporting something For example potholes, abandoned vehicles, fly tipping

Finding information for example download country walks, service information

Paying for something for example parking fines, Council Tax, courses

Having your say for example by responding to consultation or making a comment compliment or complaint

Applying for something for example courses, jobs, planning permission, parking permits

	What was it that you reported?

	What was it that you paid for?

	What was it that you applied for?

	What information did you want to find?

	What did you want to have your say about?

ASK which public services the customer has used or accessed online? Mark ALL that apply

Reporting something For example potholes, abandoned vehicles, fly tipping

Finding information for example download country walks, service information

Paying for something for example parking fines, Council Tax, courses

Having your say for example by responding to consultation or making a comment compliment or complaint

Applying for something for example courses, jobs, planning permission, parking permits

	ASK the customer what it was that they reported

	ASK the customer what it was that they paid for

	ASK the customer what it was that they applied for

	ASK the customer what information they wanted to find

	ASK the customer what they wanted to have their say about

How would you rate the experience the last time you used or accessed an online public service? Mark the ONE that best describes your experience

Excellent

Poor

Good

Very poor

Average

Don't know/No opinion

ASK the customer how they would rate the experience the last time they used or accessed an online public service? Mark the ONE that best describes their experience

Excellent

Poor

Good

Very poor

Average

Don't know/No opinion

What is the main thing we could do to improve online public services for you? Mark ONE that is most important

Provide more information about what is online

Put the services I wish to access online

Make online services easier to use

Something else

Make the website is easier to navigate

Please specify something else

ASK the customer what they think is the main thing we could do to improve online public services for them? Mark the ONE that is most important

Provide more information about what is online

Put the services they wish to access online

Make online services easier to use

Something else

Make the website easier to navigate

ASK the customer to specify what else

	And what are those services that you wish to access online? Please write in below

	ASK the customer what are the services they wish to access online and enter their answer below

Why don't you use online public services? Mark the ONE that is most important

I don't know what is available online

I don't have the knowledge or confidence needed

I prefer to contact a real person

The services I want to access are not online

Websites are not easy to navigate

Something else

Please specify what else

	And what are the services you want to access online?

What would encourage you to use public services online? Mark the ONE that is most important

Nothing would

A website that is easier to navigate

Better communication about what is online

Put the services I wish to access online

An online service that is easier to use

Something else

Better skills/more confidence

Please specify what else

	And what are the services you want to access online?

ASK the customer why they don't use the internet? Mark the ONE that is most important

They don't have access to the internet

They don't have the knowledge or confidence needed

They don't know what is available online

The services they want to access are not online

They prefer to contact a real person

Something else

Websites are not easy to navigate

ASK the customer to specify what else

	ASK the customer And what are the services you want to access online?

ASK the customer why they don't use online public services? Mark the ONE that is most important

They don't know what is available online

They don't have the knowledge or confidence needed

They prefer to contact a real person

The services they want to access are not online

Websites are not easy to navigate

Something else

ASK the customer to specify what else

	ASK the customer And what are the services you want to access online?

ASK the customer what would encourage them to use public services online? Mark the ONE that is most important

Nothing would

A website that is easier to navigate

Better communication about what is online

Put the services I wish to access online

An online service that is easier to use

Something else

Better skills/more confidence

ASK the customer to specify what else

	ASK the customer And what are the services you want to access online?

ASK the customer if they would like to be able to access public services through any of the following? Mark ALL that apply

Text message

Digital TV

Smart phone apps

None of these

ASK the customer if they would be willing for us to contact them about taking part in a focus group that we are organising to help us improve our online services?

Yes

	If they say yes ASK for the customer's name and either e-mail address or address and telephone number so we can contact them. TELL them their name and contact details will ONLY be used for the purpose of contacting them to see whether they are able to take part in the focus group.
	Name:
	e-mail address
	Address:
	Telephone number:

Would you like to be able to access public services through any of the following? Please mark ALL that apply

Text message

Digital TV

Smart phone apps

None of these

Would you be willing for us to contact you about taking part in a focus group that we are organising to help us improve our online services?

Yes

	If so, please provide us in the space below with your name and either e-mail address or address or telephone number so we can contact you. Your name and contact details will ONLY be used for the purpose of contacting you to see whether you would be able to take part in the focus group.
	Name:
	e-mail address
	Address:
	Telephone number:

TELL the customer that is the end of the survey and thank them for answering the questions, then click the next button on this page and the submit button on the next page to send in their responses.