Aggregated Figures Consumer Direct North East and Direct Service Contact 2006-2007

(3634 total complaints received in period (10 % - 363)

(377 survey forms sent out: 85 returns - 22.5% return rate)

1. How satisfied were you with our overall level of service?

Very Satisfied = 55 (65.5%)
Fairly Satisfied = 21 (25%)
Fairly Dissatisfied = 2 (2.4%)
Very Dissatisfied = 6 (7.1%)
Don't Know = 0 (0%)

2. Did we give you information/advice that was easy to understand?

Very Easy = 66 (77.6%)
Fairly Easy = 18 (21.2%)
Fairly Difficult = 0 (0%)
Very Difficult = 0 (0%)
Don't Know = 1 (1.2%)

3. How informative did you find our staff?

Very Good = 65 (79.2%)
Fairly Good = 11 (13.4%)
Fairly Poor = 1 (1.2%)
Very Poor = 4 (4.9%)
Don't Know = 1 (1.2%)

4. Did we treat you fairly at all times?

Yes = 79 (93%)
No = 3 (3.5%)
Don't Know = 3 (3.5%)

5. Were our officers courteous and polite at all times?

Yes = 78 (97.5%)
No = 2 (2.5%)
Don't Know = 0 (0%)

6. Were you aware of the Trading Standards Service before you had this contact with us?

Yes = 73 (89%)
No = 9 (11%)
Don't Know = 0 (0%)

7. How easy was it to make initial (your first) contact with us?

Very Easy = 55 (65.5%)
Fairly Easy = 22 (26.2%)
Fairly Difficult = 6 (7.1%)
Very Difficult = 1 (1.2%)

8. Did you know it is possible to complain about Council services including Trading Standards, through our service complaints procedure?

Yes = 26 (33.3%)
No = 48 (61.5%)
Don't Know = 4 (5.2%)