Crossline Call Feedback
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1. Caller Survey

Questions for Feedback from Callers

Where did you first hear about Crossline? Yellow Pages

Friend

Leaflet

Church

Web Site

Counselling Agency

Other

Other (please specify)

When do you usally call Crossline? Between 6pm and 10pm

Between 10pm and Midnight

Both of the Above

If Crossline was open during the day from 9am to 6pm would you call us?

	Excellent	Good	Satisfactory	Poor	Unsatisfactory
How do you feel about the service overall	*How would rate the service of listening that we offer? How do you feel about the service overall Excellent	How do you feel about the service overall Good	How do you feel about the service overall Satisfactory	How do you feel about the service overall Poor	How do you feel about the service overall Unsatisfactory
Quality of person Listening	Quality of person Listening Excellent	Quality of person Listening Good	Quality of person Listening Satisfactory	Quality of person Listening Poor	Quality of person Listening Unsatisfactory
Time given to listen to you	Time given to listen to you Excellent	Time given to listen to you Good	Time given to listen to you Satisfactory	Time given to listen to you Poor	Time given to listen to you Unsatisfactory
Ability to express your feelings fully	Ability to express your feelings fully Excellent	Ability to express your feelings fully Good	Ability to express your feelings fully Satisfactory	Ability to express your feelings fully Poor	Ability to express your feelings fully Unsatisfactory
Effectiveness of call from your point of view	Effectiveness of call from your point of view Excellent	Effectiveness of call from your point of view Good	Effectiveness of call from your point of view Satisfactory	Effectiveness of call from your point of view Poor	Effectiveness of call from your point of view Unsatisfactory

Additional Comments about Service Provided

	Excellent	Good	Average	Below Expectations	Very Poor
Friendly	*What is your general impression of the volunteers you speak to on Crossline Friendly Excellent	Friendly Good	Friendly Average	Friendly Below Expectations	Friendly Very Poor
Helpful	Helpful Excellent	Helpful Good	Helpful Average	Helpful Below Expectations	Helpful Very Poor
Understanding	Understanding Excellent	Understanding Good	Understanding Average	Understanding Below Expectations	Understanding Very Poor
Easy to Talk To	Easy to Talk To Excellent	Easy to Talk To Good	Easy to Talk To Average	Easy to Talk To Below Expectations	Easy to Talk To Very Poor
Other (please specify)	Other (please specify) Excellent	Other (please specify) Good	Other (please specify) Average	Other (please specify) Below Expectations	Other (please specify) Very Poor

	Yes	No
If you are feeling lonely	*What circumstances might make you call a Christian helpline? If you are feeling lonely Yes	If you are feeling lonely No
If you have suicidal feelings	If you have suicidal feelings Yes	If you have suicidal feelings No
If you want prayer for a situation	If you want prayer for a situation Yes	If you want prayer for a situation No
If you can’t sleep	If you can’t sleep Yes	If you can’t sleep No
If you need information	If you need information Yes	If you need information No
If you are unsure about something to do with Christianity	If you are unsure about something to do with Christianity Yes	If you are unsure about something to do with Christianity No
If you have a crisis	If you have a crisis Yes	If you have a crisis No
If you require advice	If you require advice Yes	If you require advice No

Other (please specify)

Do you use any other helplines? Yes

If Yes please state name/s of Helpline

	Yes	No
email	*Would you contact Crossline using other means than the telephone? email Yes	email No
Text Messaging	Text Messaging Yes	Text Messaging No
Internet Message Boards	Internet Message Boards Yes	Internet Message Boards No
Internet Chat Room	Internet Chat Room Yes	Internet Chat Room No
Skype	Skype Yes	Skype No

Do you have any other comments about Crossline that could help us improve our service?

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