Advice Line Evaluation May 2011

1. Survey source

2. How many times did you ring before you got through to an adviser?

3. How did you find our telephone number?

4. What did you call us about?

5. Do you feel the adviser listened to you carefully

6. Did the adviser answer your questions

7. Was the language used by the adviser:

8. Was the advice you were given

9. How would you rate the level of knowledge and expertise of the advice worker you spoke to

10. Did you take any action as a result of your call to the advice line (e.g. ask for a meeting with the school, try to get extra support for your child, make a complaint etc)

11. Did you take this action because of the advice given to you by ACE

12. What impact has the advice call had on your situation

13. Did we send you a free booklet or information pack

14. If yes, did you receive this information promptly

15. Did you find the information helpful

16. What other information would you have found helpful

17. Overall how satisfied were you with the service you received from ACE

18. Would you recommend ACE Advice Lines to family or friends?

19. More generally, how could we improve our advice line services

20. Is there any other help or services you would like to see from ACE