Customer Services Survey - April 2013

1. Medicines and Healthcare Products Regulatory Agency Customer Services Survey

100% of survey complete.

Thank you for participating in this survey which should take no more than five minutes of your time. We are asking for feedback to help us review and develop the service provided by the Medicines and Healthcare Products Regulatory Agency Customer Services Team.

This survey is for those who have used this service, some of whom contact us by telephone (020 3080 6000), others by email (info@mhra.gsi.gov.uk) and some through both channels. To help us monitor the standards of customer service we are providing, we would be grateful if you could respond to all the questions that apply to your experience.

Please note that this survey is a review of the service you have received from Customer Services, it is not a survey of the Medicines and Healthcare Products Regulatory Agency as a whole.

If you would like to speak to somebody regarding this survey then please contact us on the telephone number or email address detailed above.

Question Title

* 1. In what capacity have you contacted Customer Services?

As a healthcare professional

As a member of the public

From a company with an interest in medicines and/or medical devices

From a company not related to medicines and/or medical devices

Other (please specify)

In this section the responses are specific to the telephone or email service. If you have not contacted us through one of these channels then please select N/A against that channel.

Question Title

* 2. "When I contacted Customer Services I found the staff to be polite and courteous."

	Strongly agree	Agree	Neither agree nor disagree	Disagree	Strongly disagree	N/A
Email	Email Strongly agree	Email Agree	Email Neither agree nor disagree	Email Disagree	Email Strongly disagree	Email N/A
Telephone	Telephone Strongly agree	Telephone Agree	Telephone Neither agree nor disagree	Telephone Disagree	Telephone Strongly disagree	Telephone N/A

Question Title

* 3. "When dealing with Customer Services I found the staff helpful and prepared to go the extra mile."

	Strongly agree	Agree	Neither agree nor disagree	Disagree	Strongly disagree	N/A
Email	Email Strongly agree	Email Agree	Email Neither agree nor disagree	Email Disagree	Email Strongly disagree	Email N/A
Telephone	Telephone Strongly agree	Telephone Agree	Telephone Neither agree nor disagree	Telephone Disagree	Telephone Strongly disagree	Telephone N/A

Question Title

* 4. "When communicating with Customer Services staff I believed they had a good understanding of the Medicines and Healthcare Products Regulatory Agency and its work and were competent to answer my questions or direct me to the relevant information and /or expert."

	Strongly agree	Agree	Neither agree nor disagree	Disagree	Strongly disagree	N/A
Email	Email Strongly agree	Email Agree	Email Neither agree nor disagree	Email Disagree	Email Strongly disagree	Email N/A
Telephone	Telephone Strongly agree	Telephone Agree	Telephone Neither agree nor disagree	Telephone Disagree	Telephone Strongly disagree	Telephone N/A

Question Title

* 5. "The answer I received from Customer Services was clear, concise and accurate."

	Strongly agree	Agree	Neither agree nor disagree	Disagree	Strongly disagree	N/A
Email	Email Strongly agree	Email Agree	Email Neither agree nor disagree	Email Disagree	Email Strongly disagree	Email N/A
Telephone	Telephone Strongly agree	Telephone Agree	Telephone Neither agree nor disagree	Telephone Disagree	Telephone Strongly disagree	Telephone N/A

Question Title

* 6. When contacting Customer Services by email how satisfied were you with the time taken for your enquiry to be responded to?

	Very satisfied	Satisfied	Neither satisfied nor dissatisfied	Dissatisfied	Very dissatisfied	N/A
Email	Email Very satisfied	Email Satisfied	Email Neither satisfied nor dissatisfied	Email Dissatisfied	Email Very dissatisfied	Email N/A

Question Title

* 7. If you contacted us by telephone how satisfied were you with the time taken for your call to be connected to a staff member?

	Very satisfied	Satisfied	Neither satisfied nor dissatisfied	Dissatisfied	Very dissatisfied	N/A
Telephone	Telephone Very satisfied	Telephone Satisfied	Telephone Neither satisfied nor dissatisfied	Telephone Dissatisfied	Telephone Very dissatisfied	Telephone N/A

Question Title

* 8. Overall how satisfied were you with the service you received from Customer Services?

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

Question Title

* 9. Do you have any feedback about the service you received, or suggestions as to how the service could be developed?
If you would like us to get in touch with you to discuss any aspect of the service you received then please indicate this in this box, and provide your contact details.

Question Title

* 10. Would you recommend our Customer Services team to a friend or professional colleague? If so, why?

Thank you for taking the time to complete this Survey, your feedback is very important to us. The Customer Services team will be reviewing all responses received to identify the extent to which we are meeting the needs of our customers at present, and how the service could develop to meet their future expectations.

Question Title

* 1. In what capacity have you contacted Customer Services?

Question Title

* 2. "When I contacted Customer Services I found the staff to be polite and courteous."

Question Title

* 3. "When dealing with Customer Services I found the staff helpful and prepared to go the extra mile."

Question Title

* 4. "When communicating with Customer Services staff I believed they had a good understanding of the Medicines and Healthcare Products Regulatory Agency and its work and were competent to answer my questions or direct me to the relevant information and /or expert."

Question Title

* 5. "The answer I received from Customer Services was clear, concise and accurate."

Question Title

* 6. When contacting Customer Services by email how satisfied were you with the time taken for your enquiry to be responded to?

Question Title

* 7. If you contacted us by telephone how satisfied were you with the time taken for your call to be connected to a staff member?

Question Title

* 8. Overall how satisfied were you with the service you received from Customer Services?

Question Title

* 9. Do you have any feedback about the service you received, or suggestions as to how the service could be developed? If you would like us to get in touch with you to discuss any aspect of the service you received then please indicate this in this box, and provide your contact details.

Question Title

* 10. Would you recommend our Customer Services team to a friend or professional colleague? If so, why?

* 9. Do you have any feedback about the service you received, or suggestions as to how the service could be developed?
If you would like us to get in touch with you to discuss any aspect of the service you received then please indicate this in this box, and provide your contact details.