Client satisfaction
The Citizens Advice consumer service are keen to receive feedback from users of the service.
We measure satisfaction in two ways:
- end of call survey which enables users to provide us with quantitative feedback on how their enquiry was handled. The aim here is to give centres an early opportunity to address performance improvement issues. End of call surveys are offered to clients for one working week of every month.
- follow up surveys are also conducted on our behalf by a market research provider. They contact clients who have used the service to obtain more detailed feedback. This survey provides more qualitative research and aims to provide an insight to the service using thought and opinion.