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- Why is the survey being conducted?
- Why have I been selected to
take part?
- How is the survey conducted?
- How long will the interview
take?
- What will the survey ask me
about?
- Why have I received a hard
copy survey?
- What happens to the results
of the survey?
- I want to take part in the
survey, what do I need to do?
- Who are ORC International?
- What if I don't want to take
part in the survey?
- Will my views remain confidential?
- How are my contact details being used?
Why
is the survey being conducted?
CESG constantly aim to improve their service in line with the
needs of their customers. In order to do this effectively CESG
need to know the areas where they are meeting your requirements
and the areas that you feel they could improve.
Why
have I been selected to take part?
CESG view you as a key customer. Your views are therefore extremely
valuable to us to tailor the services we deliver to meet customer
needs.
How will the survey be conducted?
You will be contacted by one of ORC’s interviewers to
arrange a mutually convenient time for a telephone interview.
The questions in this year’s survey are similar to last
year and the questionnaire should take no more than 15 minutes
to complete.
How
long will the interview take?
The interview should take no more than 15 minutes to complete.
What
will the survey ask me about?
The survey will ask for your views on the following:
- Which of CESG's services you use and how satisfied you are with them
- Overall views e.g. reputation, technical capabilities
- Customer service e.g. ability to deliver on time
- Staff and quality of advice e.g. technical expertise of staff
- Market place e.g. speed of response to new technologies
It will ask how satisfied you are with certain aspects (such
as those noted above) using a scale of 1 to 10.
Why have I been sent a hard copy survey?
If you have received a hard copy questionnaire in the post,
this is because we do not have your telephone number in our
records. The preferred method for conducting the survey is by
telephone, so please contact the ORC Project Manager, Peter
Myant, on 020 7675 1026 or email Peter.Myant@orc.co.uk,
to provide your contact number and arrange a time for interview.
Alternatively, if you do not wish to do this, please complete
the form in hard copy and return in the business reply envelope
provided or Fax it to 020 7675 1900
What happens to the
results of the survey?
CESG use the information to determine where they need to make
improvements in the service they provide. We will provide a
summary of the results of the survey and any action we intend
to take on the basis of the results in due course.
I want to take part
in the survey, what do I need to do?
If you have received a letter from Director IA, CESG, requesting
you to take part in the survey you should receive a telephone
call from ORC to arrange a convenient time to conduct a telephone
interview. The fieldwork will occur between 21st January and
19th February 2010.
If you have not received a letter, or if ORC have not been in
touch, but you would like to take part in the survey you can
contact the ORC Project Manager, Peter Myant, on 020 7675 1026
or email Peter.Myant@orc.co.uk.
Who are ORC International?
ORC International are an independent research consultancy that
operates in accordance with the Market Research Society’s
code of conduct. They have conducted the last four CESG Customer
Satisfaction Surveys. For more information on ORC see www.orc.co.uk.
What if I don't want to take part in the survey?
CESG hope that you will be able to find the time to take part.
As a key customer your feedback is very important to us. However,
if you do not wish to take part tell the interviewer from ORC
International when they contact you.
Will my views remain confidential?
CESG would like to use your individual responses for continual
improvement, but your responses will remain confidential unless
you give your permission for them to be attributed. If you do
not wish your individual responses to be used, ORC International
will treat the information you give in total confidence; no
comments will be attributed and CESG will only see your views
as part of an overall summary of the results. You will be asked
during the telephone interview whether you are willing for your
responses to be identified.
How are my contact details being used?
In supporting CESG in this activity, ORC International have
been provided with the necessary data to contact you and conduct
the survey. CESG may also request contractors to support us
in other activities and process the data on our behalf. However,
use of your personal data will only be authorised for use in
relation to CESG activities and will be lawfully processed according
to the Data Protection Act. If you do not wish CESG to use your
data in this way, please contact us at enquiries@cesg.gsi.gov.uk
and we will remove your details from our database.
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