Monthly Service Survey
At the start of each month, we write to all brokers who have cases that completed in the previous month. We ask them to give us marks out of 10 for 10 key service standards, plus any comments.
Monthly Service Survey Rolling Year to Date Scores:
| Questions | Jan 11 | Feb 11 | Mar 11 | Apr 11 | May 11 | Jun 11 | Jul 11 | Aug 11 | Sep 11 | Oct 11 | Nov 11 | Dec 11 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Speed of acknowledgement of application | 8.91 | 8.81 | 8.99 | 8.57 | 8.74 | 8.64 | 8.11 | 8.47 | 8.21 | 8.76 | 7.87 | 8.18 |
| Clarity of our evidence and income requirements | 8.45 | 8.48 | 8.63 | 8.05 | 8.40 | 8.18 | 7.51 | 8.04 | 7.70 | 8.36 | 7.69 | 8.13 |
| Information provided by us during application process | 8.57 | 8.40 | 8.61 | 8.00 | 8.31 | 8.08 | 7.39 | 7.88 | 7.66 | 8.29 | 7.43 | 7.76 |
| Speed to offer | 8.43 | 8.09 | 8.46 | 7.58 | 8.04 | 7.59 | 6.74 | 7.48 | 7.31 | 7.87 | 6.84 | 7.38 |
| Accuracy of paperwork and offer | 9.11 | 8.99 | 9.01 | 8.72 | 8.85 | 8.84 | 8.33 | 8.88 | 8.43 | 8.85 | 8.16 | 8.66 |
| Speed of answering telephone | 7.66 | 7.73 | 7.80 | 7.57 | 7.69 | 7.48 | 6.97 | 6.91 | 7.18 | 7.54 | 7.18 | 7.71 |
| Knowledge of our personnel | 8.57 | 8.46 | 8.67 | 8.24 | 8.49 | 8.32 | 7.74 | 8.12 | 8.12 | 8.48 | 7.65 | 8.24 |
| Helpfulness of our personnel | 8.83 | 8.89 | 8.99 | 8.55 | 8.73 | 8.66 | 7.95 | 8.42 | 8.35 | 8.79 | 8.10 | 8.49 |
| Calls returned within agreed timescales/in good time | 7.76 | 8.06 | 8.23 | 7.77 | 7.80 | 7.70 | 6.94 | 7.37 | 7.36 | 7.85 | 6.20 | 7.91 |
| Overall satisfaction with handling of your business | 8.64 | 8.51 | 8.67 | 8.09 | 8.39 | 8.17 | 7.43 | 7.90 | 7.83 | 8.42 | 7.49 | 7.96 |
| Overall score out of 100 | 84.93 | 84.41 | 86.05 | 81.13 | 83.43 | 81.66 | 75.11 | 79.47 | 78.15 | 83.21 | 74.62 | 80.41 |