| Service | Service Standards by Type | Performance against Service Standards | Client Satisfaction Scores |
|---|---|---|---|
| Inquiries Service | Understanding Time Completeness Usefulness Clarity Courtesy Overall satisfaction |
Met standards | See chart below |
| Customer service(subscriptions) | Fair & Equitable Assistance provided for solving a problem Courtesy Helpfulness Language Ease of Understanding Timeliness Number of contacts Get what you need |
Met Standards | See chart below |
| Health and Safety Report | Content & Layout Usefulness Outcome - change Value |
Exceeded Standards Met Standards Exceeded Exceed Standards |
Very Satisfied & Satisfied 100% 98.6% 76% 96.3% |
| E-learning | Layout Easy to understand Met needs Useful links Time Required Overall satisfaction Value Recommend to others Improvements required |
99.5% 99.2% 96.5% 98% 97.3% 98.4% 81.4% (14.7% can't rate as employer paid) 96.7% 16.8% |
| Service | Common Measurements Tool Used(Y/N) | Responding to Results | Planning to address missing elements |
|---|---|---|---|
| Inquiries Service | Yes | Changes to handling timing of response communication | Satisfied with client satisfaction survey |
| Customer service(subscriptions) | Yes | Increased explanations directly relating to questions Positive feed back received |
N/A |
| Health and Safety Report | No/ not applicable to newsletter | Used feedback to determine future content and design of newsletter | Feedback elements meets our needs |
| E-learning | Positive feedback Ideas to improve course content and delivery |
N/A Provide print modules |
| Very Dissatisfied | Dissatisfied | Satisfied | Very Satisfied | not applicable | |
|---|---|---|---|---|---|
| Has staff understood your question? | 3.4% | 4.2% | 29.2% | 62.2% | 1.0% |
| Time required to receive the response | 3.7% | 4.7% | 35.5% | 55.7% | 0.4% |
| Completeness of the response received | 4.4% | 6.2% | 31.5% | 57.3% | 0.7% |
| The usefulness of the information | 5.4% | 7.7% | 29.9% | 56.5% | 0.5% |
| The clarity of the response | 4.3% | 4.3% | 31.1% | 59.3% | 1.0% |
| The courtesy of the staff | 3.0% | 0.5% | 17.9% | 74.9% | 3.6% |
| Overall, your satisfaction with the response | 4.6% | 6.6% | 27.6% | 60.5% | 0.7% |
| Very Dissatisfied | Dissatisfied | Satisfied | Very Satisfied | not applicable | |
|---|---|---|---|---|---|
| Has staff understood your question? | 3.4% | 4.2% | 29.2% | 62.2% | 1.0% |
| Time required to receive the response | 3.7% | 4.7% | 35.5% | 55.7% | 0.4% |
| Completeness of the response received | 4.4% | 6.2% | 31.5% | 57.3% | 0.7% |
| The usefulness of the information | 5.4% | 7.7% | 29.9% | 56.5% | 0.5% |
| The clarity of the response | 4.3% | 4.3% | 31.1% | 59.3% | 1.0% |
| The courtesy of the staff | 3.0% | 0.5% | 17.9% | 74.9% | 3.6% |
| Overall, your satisfaction with the response | 4.6% | 6.6% | 27.6% | 60.5% | 0.7% |
