Questionnaire Comparison vs. 2013

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www.cddft.nhs.uk

Procurement Department, Bede House, Belmont Business Park, Durham DH1 1TW Tel: 0191 333 2616

Page 1 of 7 Questionnaire Comparison

2012 vs. 2013

As an effective way to monitor success and customer satisfaction the Department issues an annual questionnaire.

Results from the 2013 questionnaire were compared to those of 2012. This will indicate if customers think our service is of a satisfactory level.

The questionnaire has remained unchanged from 2012 to allow a direct comparison and better monitoring of the Departments performance.

Responses to the questionnaire this year decreased, questionnaires were chased however still a decreased amount were returned.

The questionnaire asked customers to judge each area which makes up the whole Department, which breaks down into 5 elements – Customer Care Officers, Procurement Specialists, Materials Management, Cardea Helpdesk and Receipt and Distribution. The same questions were asked for each section. Averages were obtained establishing feedback for the whole Department.

Procurement Department Average %

Results from 2012

Excellent Very Good Satisfactory Unsatisfactory How helpful do you find the Procurement

Department members of staff?

36.1 54.4 16.2 0.0

As stated in our Customer Care Standards staff aim to answer the telephone within 5 rings – how efficient are we at this?

29.4 57.4 16.7 0.0

We aim to be polite and informative when answering customer telephone calls stating which Department you are speaking to and the name of the member of staff. How do you find the telephone manner of our staff?

40.2 54.5 15.4 0.0

We aim to attend to anybody visiting our office for an appointment / meeting within 5 minutes. How effective at doing this are we?

10.0 75.4 10.8 0.0

How satisfied are you with our handling of emails by our staff. We aim to acknowledge your email within 2 days of receipt?

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Page 2 of 7 Procurement Department Average %

Results from 2013

Excellent Very Good Satisfactory Unsatisfactory How helpful do you find the Procurement

Department members of staff? 31.7 56.3 12.0 0.0

As stated in our Customer Care Standards staff aim to answer the telephone within 5 rings – how efficient are we at this?

32.3 48.5 16.6 2.6

We aim to be polite and informative when answering customer telephone calls stating which department you are speaking to and the name of the member of staff. How do you find the telephone manner of our staff?

52.4 44.4 3.2 0.0

We aim to attend to anybody visiting our office for an appointment / meeting within 5 minutes. How effective at doing this are we?

68.3 31.7 0.0 0.0

How satisfied are you with our handling of emails by our staff. We aim to acknowledge your email within 2 days of receipt?

51.1 42.2 3.2 3.5

To explain this graphically the results are split into four areas - Answering Queries, Attitude, Telephone and Helpfulness. The results are plotted against the previous year below to show any improvements made.

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Page 3 of 7 Helpfulness

We have seen an overall improvement from the feedback; we received no “Unsatisfactory” rating for this area with an increase in “Very Good” rating. The “Excellence” rating has slightly decreased but still remains at an acceptable level. Possible reasons for the slight decrease may be due to a decrease in the number of questionnaire responses.

Telephone

We have received “Unsatisfactory” rating for this area, a deterioration on last year’s figure. We have also seen an increase of the “Very Good” rating. The “Excellence” rating as well as “satisfactory” rating has slightly decreased. In September 2013 we have implemented a new telephone answering service.

Attitude

The Department has seen an improvement in the “Excellence” rating and has also received no “Unsatisfactory”. “Excellence” rating has now improved to over 50%. Overall this area has seen an improvement.

Answering Queries

96.5% average of all customers rate answering queries as satisfactory and above, the majority (93.3%) rate the service as Excellent or Very Good which is an improvement on last year. We have had an increase in “Unsatisfactory” rating of 3.5%, this has been addressed.

The questionnaire is now available to all users 365 days a year and will be included in 2014 analysis.

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Page 4 of 7

Cardea 2013 vs. Cardea 2012

The questionnaire was also aimed at the Departments ordering system so feedback could be gained and compared to the previous year. This will indicate any improvements made or areas of concern.

The Results are listed below;

2012 Cardea

Excellent Very Good Satisfactory Unsatisfactory

How user friendly is Cardea? 18 48 34 0

Is the Search Functionality easy to use? 5 25 58 12

Please rate the choice of products on Cardea 21 58 21 0 How knowledgeable have you found the

Helpdesk staff when dealing with queries? 40 50 10 0 Are any problems resolved within an

acceptable time period? 27 53 20 0

2013 Cardea

How user friendly is Cardea? 36 40 24 0

Is the Search Functionality easy to use? 13 39 39 9

Please rate the choice of products on Cardea 39 50 11 0 How knowledgeable have you found the

helpdesk staff when dealing with queries? 56 32 12 0 Are any problems resolved within an

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Page 5 of 7 To help demonstrate this graphically below is a chart plotting each question asked against the results of this years and the previous year’s results -

As you can see from the data collected we have maintained high levels of satisfaction with the majority of customers rating the Cardea system as excellent to very good. We have noted the one area of “unsatisfactory”; the Search Function on Cardea. We are constantly developing this function on Cardea and have the enhancement below for the near future –

The key change to be implemented is an improvement to the search facility.

We also have created alternative words against products. This allows users to search for products that may not form the formal product description, but may be a more well known term for products. i.e. ‘Bluetack’ rather than the formal description of ‘adhesive putty’.

Over the past year we have increased product images on Cardea by a further 100%. An enhancement has now been implemented which identifies through a camera product images, the user by clicking on this camera a pop up image appears. This product development was a direct result from the questionnaire feedback 2012.

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Page 6 of 7

Future Areas for Comparison

The department measures the following 3 areas - Efficiency, Office Standards and Delivery Times. Below are the results from 2012 compared to 2013;

2012

Efficiency

Excellent Very Good Satisfactory Unsatisfactory How efficient is the Department at notifying

you if there is an issue with an order you

have placed? 42 47 8 3

Office Standard

Excellent _GoodVery Satisfactory Unsatisfactory How do you rate the office we work in for

meetings / appointments? 0 0 0 0

Delivery Times

Excellent _GoodVery Satisfactory Unsatisfactory

NHS Supply Chain 25 40 33 3

Direct from Suppliers 22 39 39 0

2013

Efficiency

Excellent Very Good Satisfactory Unsatisfactory How efficient is the Department at notifying

you if there is an issue with an order you

have placed? 46 25 29 0

Office Standard

Excellent Very Good Satisfactory Unsatisfactory How do you rate the office we work in for

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Page 7 of 7 Delivery Times

NHS Supply Chain 20 56 24 0

Direct from Suppliers 24 33 38 5

These results show again the high level of satisfaction customers feel about the service we provide. There were no “Unsatisfactory” rating received this year a further improvement on last year.

We received few results for the office standard all of which were “Very Good” or “Excellence” rating.

Delivery Times have seen improvement from NHS Supply Chain with no “Unsatisfactory” rating, however an increase in “Unsatisfactory” rating direct from suppliers has been seen. Deliveries can be aligned to customers’ requirements on request.