Environmental Services
Trading Standards – Consumer Advice
April 2013 – March 2014
Prepared by the Business Intelligence Team
May 2014
Contents
Page Number
3–4
Executive Summary
1.
Introduction
5
2.
Aim of Research
5
3.
Research Objectives
5
4
Methodology
4.1
4.2
Selection process
Results of Evaluation
5
5
5.
Cost of Exercise
5
6.
Findings
7.
Recommendations
18
8.
Actions to be taken by service
18
9.
Appendices
6-18
Appendix 1 – Dissatisfaction with service comments
19-20
Appendix 2 – Comments received on how to improve the service
21-23
2
Environmental Services
Trading Standards Consumer Advice
Customer Survey April 2013 – March 2014
Executive Summary
1.
This report is based on solicited feedback from customers (service users), surveyed on a
random sample basis, and is intended to reflect trends in service performance. Further,
the report summarises respondents' comments and affords the service an opportunity to
record comments / actions based on its analysis of the data. A total of 754
questionnaires were issued between April 2013 and March 2014, 197 questionnaires
were returned giving a 26.1% return rate.
2.
The Majority 132 (67.0%) first contacted consumer advice by telephone.
3.
The highest percentage of services users 126 (64.0%) found it ‘very easy’ to make initial
contact, with 3 (1.5%) found it ‘very difficult’.
4
Customers were then asked to identify their satisfaction levels in terms of service
provided. The following details the satisfaction levels of customers:

Around 47% of the customers were satisfied with the standard of reception /
interview rooms with 73 (37.2%) ‘very satisfied’ and 19 (9.6%) ‘fairly satisfied’.

The majority of customers (63.4%) were satisfied with the opening times with 94
(47.7%) ‘very satisfied and 31 (15.7%) ‘fairly satisfied’.

Around 89% of customers were satisfied with the time it took us to respond
with 137 (69.5%) ‘very satisfied’ and 38 (19.3%) ‘fairly satisfied’,

151 (77.0%) were ‘very satisfied’ with the information and advice given was
helpful. 25 (12.8%) were ‘fairly satisfied’.

The highest percentage users 154 (78.3%) were ‘very satisfied’ and 26 (13.2%)
were ‘fairly satisfied’ the information and advice was easy to understand.

The majority of customers (83.8%) were satisfied that Trading Standards
Consumer Advice did what they said they would, with 148 (75.2%) ‘very
satisfied’ and 17 (8.6%) ‘fairly satisfied’.
A total of 31 comments were received from those customers dissatisfied with the service
received, with the main themes relating to: communication, time scales, staff attitude,
service delivery, compliments, miscellaneous.
5.
144 (73.2%) were ‘kept informed of the progress of their complaint / investigation.
6.
Customers were then asked to identify their satisfaction levels with the contact they had
with staff. The following details the satisfaction levels of customers:
3

80.3% of customers were satisfied with how well staff did their jobs with 138
(70.1%) ‘very satisfied’ and 20 (10.2%) ‘fairly satisfied’.

around 81.8% of customers were satisfied with staff attitude ,with the highest
percentage 146 (74.2%) ‘very satisfied’ and 15 (7.6%) ‘fairly satisfied’.

the majority of customers (78.2%) were satisfied that the staff treated them
fairly with 140 (71.1%) ‘very satisfied’ and 14 (7.1%) ‘fairly satisfied’.

78.2% of customers were satisfied that staff were knowledgeable and
informative with 140 (71.1%) ‘very satisfied’ and 14 (7.1%) ‘fairly satisfied’.
Customers dissatisfied with the contact they had with staff were asked to comment
further. A total of 11 comments were received with main themes relating to:
communication; staff contact – attitude, service delivery,
8.
Customers were asked to identify their overall satisfaction levels with the overall service
they received form the Consumer Advice Service:

the majority of customers 80.2% were satisfied with the overall service they
received with 130 (66.0%) ‘very satisfied’ and 28 (14.2%) ‘fairly satisfied’.
Customers were then asked if there was anything else that Consumer Advice could do
to improve the service. A total of 49 comments were received with the main themes
relating to: advertising – awareness, service delivery, time scales, communication,
staff attitude, compliments, miscellaneous.
9.
Encouragingly when asked, 154 (78.1%) said ‘yes’ they would use the service again.
10.
The majority 149 (75.6%) said ‘yes’ they would recommend the service to others.
Customers were asked if they answered ‘no’ to questions 8 and 9 could they please
comment to as why. A total of 7 comments were with the main themes relating to:
service delivery, communication, staff attitude
11.
109 (55.3%) said ‘no’ they would not be willing to take part in a customer panel to
improve our service delivery, whilst 51 (25.9%) said ‘yes’ they would.
12.
The highest percentage of respondents were female 94 (48.0%) and 85 (43.4%) were
male.
13.
The highest number of responses 61 (31.0%) were over 65 years.
14.
159 (80.9%) answered ‘no’ they did not have a disability that affects use of the
service.
15.
109 (55.5%) answered ‘yes’ they are agreeable to be being contacted further
regarding their response to the questionnaire
4
Environmental Services
Trading Standards Consumer Advice
Customer Survey April 2013 – March 2014
1.
INTRODUCTION
As part of Trading Standards Consumer Advice commitment in achieving high standards
of quality in the delivery of its service, research was carried out with customers who have
contacted and used the service.
2.
AIM OF THE RESEARCH
The overall aim of the research was to assess the customers view and opinions of the
service provided by Trading Standards Consumer Advice and also assist in identifying
possible key areas for improvement.
3.
REASEARCH OBJECTIVES
The main objectives of the research were as follows:

To identify customer awareness of the Consumer Advice Service

to determine the satisfaction with the service provided in terms of:
Response times
Information provision
Time taken to resolve issue
Service provision
Quality of work
Staff attitude
Staff professionalism
4.
METHODOLOGY
4.1
Selection Process
The customer survey took the form of self completion postal surveys distributed to a
sample of customer of the Trading Standards Consumer Advice service. These surveys
were carried out during the months of April 2013- March 2014.
4.2
Results of Evaluation
A total of 754 surveys were posted out to a sample of customers with a total of 197
completed surveys being returned in a 26.1% response rate.
5.
Cost of Exercise
The exercise was undertaken using in-house resources with the postal surveys being
sent out by Business Intelligence staff. Costs associated with the survey were the
printing and postage of the questionnaire.
5
6.
FINDINGS
6.1
How did you first contact us?
As detailed below, the highest percentage of customers 132 (67.0%) first contacted the
service by telephone’, 40 (20.3%) ‘in person’,8 (4.1%) ‘Email’, and 5 (2.5%), via the
‘website’. 2 (1.0%) did not respond to the question. The remaining 10 (5.1%) answered
‘other’.
The 10 (5.1%) customers who contacted the service by ‘other’ means were asked to
specify. 15 comments were received and as follows:

A friend (2)

And in person

And via the website

Can’t remember

Citizen’s Advice (2)

Doctor

Forwarded from another Trading Standards in Glasgow

Great service, was hitting a brick wall with G George and both your staff knocked it
down, thank you

My local Trading Standards office

Via Citizens Advice

Via local authority Trading Standards

Visited Coatbridge office

Voice of experience forum
6
6.2
How easy was it to make initial (your first) contact with us?
The majority 126 (64.0%) found it ‘very easy’ to make contact and 52 (26.4%) found it
‘fairly easy’, however 8 (4.1%) said it was ‘okay’. 4 (2.0%) found it ‘fairly difficult’ and a
further 3 (1.5%) found it ‘very difficult’ to make contact. Of the remaining 4, 3 (1.5%)
were ‘not applicable’ and 1 (0.5%)’no response’
6.3
If you found it difficult to contact us, could you please tell us why?
A total of 13 comments were received from customers.

Easy until officer was very unapproachable & not very helpful at all

Had to go through Consumer Advice wait for 2 days for return call that never
happened, had to go in person

However, cannot remember the name of my contact and have nothing to refer to.
Email confirmation would be good

I did find telephone contact easy, however when I looked at the new website I
was lost trying to find T.S

I phoned Citizen’s Advice first and they advised me to contact you

Incorrect telephone number

It was easy because Citizen’s Advice direct gave me your number

Phoned about 3 or 4 times

Put in touch via C.A.B

Two separate departments kept passing me to one another

Was referred by C.A.B

Where are you situated not suitable for someone disabled

You contacted me
7
SATISFACTION WITH SERVICE
6.4
In terms of service provided, how satisfied were you with the following aspects?
Customers were then asked to rate their satisfaction levels with a number of aspects
relating to the services provided. The graphs on the following pages detail the
satisfaction levels with each area.
How satisfied were you with the standard of reception / interview rooms – the
majority 73 (37.2%) were ‘very satisfied’ and 19 (9.6%) were ‘fairly satisfied’. Only 3
(1.5%) was ‘ very dissatisfied’ and 3 (1.5%) ‘fairly dissatisfied’.
Of the remaining 99, 6 (3.0%) were ‘neither’ satisfied nor dissatisfied, 54 (27.4%) ‘don’t
know’ and 39 (19.8%) were ‘no response’.
Around 63% of the customers were satisfied with the opening hours, with 94 (47.7%)
‘very satisfied ‘ and 31 (15.7%) ‘fairly satisfied’. Only 3 (1.5%) were ‘very dissatisfied’.
The remaining 69, 8 (4.1%) were ‘neither’ satisfied nor dissatisfied, whilst 28 (14.2%)
answered ‘don’t know’ and 33 (16.8%) did not respond.
8
Time taken to respond –137 (69.5%) were ‘very satisfied’ and 38 (19.3%) were ‘fairly
satisfied’ and 4 (2.0%) were ‘neither’ satisfied nor dissatisfied.
7 (3.6%) were ‘very dissatisfied’ and 1 (0.5%) were ‘fairly dissatisfied’, whilst 1(0.5%)
answered ‘don’t know’. The remaining 9 (4.6%) did not respond.
The information and advice given was helpful – around 90% were satisfied that the
information and advice given was helpful with 151(77.0%) ‘very satisfied’ and 25 (12.8%)
‘fairly satisfied’. 2 (1.0%) were ‘fairly dissatisfied and 8 (4.1%) were ‘very dissatisfied’
Of the remaining 10, 4 (2.0%) were ‘neither’ satisfied nor dissatisfied with the information
and advice, whilst 6 (3.1%) did not respond.
9
The highest percentage of customers (91.5%) were satisfied with the information and
advice was easy to understand with 154 (78.3%) were ‘very satisfied’ and 26 (13.2%)
were ‘fairly satisfied’. Only 6 (3.0%) were ‘very dissatisfied.
Of the remaining 11, 4 (2.0%) were ‘neither’ satisfied nor dissatisfied, 1 (0.5%) ‘don’t
know’ and 6 (3.0%) did not respond to the question.
Trading Standards Consumer Advice did what they said they would – the highest
percentage of customers 148 (75.2) were ‘very satisfied’ as Trading Standards did what
they said they would and 17 (8.6%) were ‘fairly satisfied’, however 7 (3.6%) were ‘very
dissatisfied and 2 (1.0%) were ‘fairly dissatisfied’.
6 (3.0%) were ‘neither’ satisfied nor dissatisfied, whilst 4 (2.0%) answered ‘don’t know’
and 13 (6.6%) ‘no response’.
10
7.
Were you kept informed of the progress of your complaint / investigation – it’s
encouraging to note that 144 (73.2%) said ‘yes’ they were informed of the progress,
however 17 (8.6%) said ‘no’ they were not informed.
The remaining 36, 30 (15.2) were ‘not applicable and 6 (3.0%) did not respond.
STAFF CONTACT
8.
In terms of staff contact how satisfied were you with the following aspects?
Customers were asked to rate their satisfaction levels with a number of aspects relating
to staff contact.
How well staff did their jobs – Encouragingly 138 (70.1%) were ‘very satisfied’ with 20
(10.2%) ‘fairly satisfied’
The remaining 39, 3 (1.5%) were ‘neither’ satisfied nor dissatisfied, 7 (3.6%) were ‘very
dissatisfied’, 1 (0.5%) were ‘fairly dissatisfied’, whilst a further 1 (0.5%) answered ‘don’t
know. 27 (13.6%) did not respond.
11
Staff Attitude – 146 (74.2%) were ‘very satisfied’ and 15 (7.6%) were ‘fairly satisfied’,
whilst 2 (1.0%) were neither satisfied nor dissatisfied and 5 (2.5%) were ‘very
dissatisfied.
The remaining 29 (14.6%) did not respond.
Staff treated you fairly – around 78% were satisfied that the staff treated them fairly,
with 140 (71.1%) were ‘very satisfied’ and 14 (7.1%) were fairly satisfied’.
Only 4 (2.0%) were ‘very dissatisfied’ with the way the staff treated them. 4 (2.0%) were
‘neither’ satisfied nor dissatisfied. 35 (17.8%) there was ‘no response’.
Staff were knowledgeable and informative – the highest percentage of customers 140
12
(71.1%) were ‘very satisfied’ whilst 14 (7.1%) were ‘fairly satisfied’ that the staff were
knowledgeable and informative. Only 4 (2.0%) were ‘very dissatisfied’ and 1 (0.5%)
were ‘fairly dissatisfied’
Of the remaining 38,4 (2.0%) were ‘neither’ satisfied nor dissatisfied, 1 (0.5%) ‘don’t
know’. 33 (16.8%) did not respond.
Customers were then asked to comment if they were dissatisfied with the above.
A total of 11 comments were received and as follows:

Again I was looking for assistance, finance company got away with it not
responding to me

Both to call back- do not?

Consumer right and customer rights a total joke

Had no return information at all, officer told me to take civil action out

It has taken nearly 2 months and no result in sight. If told at the beginning Trading
Standards could not enforce issue then I would have alternative action

Once again I hated asking staff contact

Some of these are not applicable to my enquiry

Staff I suppose did their job, although not to my benefit, I think they could have
visited the carpet store more or got more of a response, instead of just the guy
wasn’t there

Staff members excellent but couldn’t help although directed me to BHTA

The whole team were really helpful and supportive thank you

Told me to download from website
13
8.
How satisfied were you with the overall service that you received from the
Consumer Advice Service – around 80% were satisfied with the overall service with
130 (66.0%) were ‘very satisfied’ with 28 (14.2%) ‘fairly satisfied’. 3 (1.5%) were
‘neither’ satisfied nor dissatisfied.
5 (2.5%) were ‘very dissatisfied’ and 1 (0.5%) were ‘fairly dissatisfied’ with the overall
service. The remaining 30, 4 (2.0%) did not know whilst 26 (13.3%) did not respond.
9.
Would you be willing to use our service again in the future?
Encouragingly enough 154 (78.1%) said they ‘yes’ they would be willing to use the
service again in the future, with 7 (3.6%) said ‘no’. The remaining 36, 8 (4.1%) said
‘don’t know’ and 28 (14.2%) did not respond.
14
10.
Would you recommend using the service to others - the highest percentage of
customers 149 (75.6%) said ‘yes’ they would recommend to others. Only 6 (3.0%) said
‘no’ whilst 5 (2.5%) did not know and 37 (18.9%) did not respond.
10.1 If you answered ‘no’ to questions 8 and 9 could you please tell us why?
7 comments were received and as follows:
11

As well doing it myself as complete waste of time

But your powers seemed very limited

Cost and time

Don’t feel that any power to intervene

I found Trading Standards a total disgrace

Their attitude was horrible, I was left shaking

They never assisted me
Would you be willing to take part in a customer panel in order to help us improve
our service delivery to you?
51 (25.9%) said ‘yes’ they would be willing to take part in a customer panel, however
109 (55.3%) said ‘no’ and 37 (18.8%) did not respond.
15
11.1
Are you agreeable to us contacting you further regarding your response to the
questionnaire?
As many as 109 (55.5%) said ‘yes’, however, a further 53 (26.9%) said ‘no’, they were
not agreeable to be contacted further. The remaining 34 (17.6%) did not respond to the
question.
12
Are you Male or Female?
The highest number of respondents 94 (48.0%) were ‘female’ and 85 (43.3%) were
‘male’. 17 (8.7%) did not respond.
16
13
Age Range?
As detailed in the graph below, the highest number of responses 61 (31.0%) were
received from customers over 65 years of age and 53 (26.9%) 56-65 years of age. The
lowest number of responses 1(0.5%) were received from customers between 16-25
years of age and ‘under 16 years’.
14
Do you consider yourself to have a disability that affects your use of the service?
The highest percentage of responses 159 (80.9%) said ‘no’ they do not consider them
selves to have a disability. Only 8 (4.3%) said ‘yes’ and 23 (11.8%) did not respond.
The remaining 6 (3.0%) told us that they would ‘Rather not answer’.
If ‘yes’ what improvements could be made?
Customers were asked to comment on what improvements could be made. A total of 3
comments were received and as follows:

Carpel tunnel due to work related

I am pleased that your service is having results, would perhaps be advertised more
to public

I have arthritis my hands and my spine, back and neck
17
15
Which of the following best describes your ethnic group?
The following table details the ethnic group of customers responding to this survey
Ethnic Group
11
White – Scottish
No. of
Respondents
156
%
79.3
White – English
5
2.5
White – Northern Irish
1
0.5
White – British
15
7.6
White – Irish
1
0.5
Asian – (Scottish/British/Chinese)
2
1.0
Black – (Scottish/British-Caribbean)
1
0.5
Black (Scottish/British-African
1
0.5
Any mixed background
1
0.5
No Response
14
7.1
TOTAL
197
100%
Recommendations
The purpose of this report is to inform the Management Team of Trading Standards
Consumer Advice, the findings of the consultation exercise carried out with customers
requesting a service from Trading Standards Consumer Advice
We believe that consulting with our customers on a regular basis is of vital importance as
it allows Senior Management to monitor performance through the eyes of those who use
the service and make improvements where necessary.
The results of this survey are very good with some minor issues requiring further
consideration. It is recommended that the Management Team decide the appropriate
course of action in light of the findings.
12.
Action to be taken by Service
18
APPENDIX 1
SATISFACTION WITH SERVICE
If you were dissatisfied with the service could you please tell us why?
Communication
 Did not receive any response via email or otherwise
 Nobody got back to me with regards to my complaint
 Not had much contact now the complaint has been passed to the company. I have
had to follow it up by ringing
 Only spoke on the phone
 The information that I gave them, they just passed it on and I spoke to Dumbarton
Trading Standards and the Police and that go t it moving
 Unprofessional- no follow up, not interested
 Waste of time as the finance company said they were unable to contact me, despite
our four methods, mobile, landline, email and post. Trading Standards agreed and
enclosed the case, waste of time
Time scales

Time of phone call and cost

They said they would post to me recommendable tradesmen for same job. Has
been over a year
Staff attitude

Actually found officer a disgrace & not very forth coming at all with her advice – also
see questionnaire 177 for complaint

Claire Clinton was extremely helpful and understanding

Each time I visited I felt I was a nuisance and thought they could have helped more I
was the one writing and phoning the companies concerned

I personally felt that the advisor was very negative when visiting my home. Not
giving me much hope of reaching a successful conclusion to the claim I was making
Service delivery,

I was pleased with the service, information I received was helpful- staff were good,
many thanks

Trading Standards although pleasant, couldn’t take any steps towards resolving my
complaint

Was told they could not do anything toward the windows company who changed
their name 2 times since feb
19
Compliments
 100% goes to Mr Alan Murdoch and his colleagues, very well done, would
recommend them to anyone without hesitation
 I tried for over 6 weeks to get money back for faulty goods. I phoned and wrote
letters, you did it with one phone call
Miscellaneous
 All
 Because I am 78 years old
 Did not visit so cannot comment on rooms
 I never got to Cumbernauld as I felt that Coatbridge is the biggest populated area that
is where I should get my complaint sorted out
 I telephoned to make an enquiry about having received a call related to my
neighbours so none of the above applies
 I was £4.50 out of pocket in petrol garage Kirk Road Wishaw
 Interview room was very, very hot. Central heating on full in small room when it was
not particularly cold
 My recent contact had improved from earlier when they required lots of details
written- my son had to do this as he has a computer
 Not really relevant as never had to use advice given, problem worked without that
 Passed to South Lanarkshire Council for action
 Renovation taking place so understandable interview room not acceptable
 The end result was poor given the facts that I supplied. I thought I wasted my time
 We discussed my business in large open space and I would have felt more
comfortable in a smaller room
20
Appendix 2
Is there anything else we could have done to improve our service?
Advertising – awareness

I think you should publicise that people should contact your department. While you
have a query and not to wait until after the fact

Making your good work known by the public- mainly the elderly
Communication

An email summarising the plan and also for updates would be preferable and
cheaper- use it for feedback too

No service was excellent, Naomi contacted me regularly and during her holiday she
arranged for colleague to keep in touch regarding this case

Please continue with support and assistance when filling in forms in small claims
paperwork as I am aware this service has stopped due to lack of finds and people
require this service if taking problem to next level as a small claims court

Would have liked to have known outcome of any investigations that took place. I
understand this is not imperative, but it would have been satisfying. Many thanks for
a great and worthwhile service, well done

Yes they could have kept in touch with me to tell me what they were doing and how
things were progressing

Yes, made sure that Santander Consumer Finance did contact me and remedy the
situation
Service delivery

Can’t fault the efforts or Mr Alan Murdoch, excellent advice and service. Can’t thank
him enough

Everybody (including the carpet guy) admitted there was a problem with the fitting
and after your visit he was willing to fix it. Now nothing, I think you should have
more power to help the consumer

I couldn’t have had a better service officer was outstanding with the service she
provided

More needs to be done about it

No the lady I spoke to did everything she could for us

No very happy with the outcome, full money refund

No was happy with information

None of the experts provided either did not deal with kitchens or were too busy. You
could have an approved list of experts for kitchen disputes

Officer did nothing to investigate my claim which I also reported by the police
21

When I phoned the Consumer Advice line first for information, I felt they were not
interested, just rush to get you off the phone and got stray wrong. The Trading
Standards could not have done enough
Time scales

Cut length of time of phone call

Sometimes the timescales were too long and I always had to contact you guys
Compliments

Entirely satisfied with what was done

I have no complaints, only praise for the time and advice they have given me. Also
telephone advice given from Brunswick HSE

No service good as it is

No, 10/10 would never have got issue solved without your help

No, could not have been more pleased with the service I was given

No, it was excellent. I couldn’t get a satisfactory result without your help

No, the lady who dealt with my call Phyliss Jones who was excellent throughout.
Thank you

Not for me, your staff could have not done any more they were great

Not that I am aware of, staff very helpful, responded promptly throughout

Nothing we can think of as Mr McLennaghan was very helpful

Nothing very impressed with quick response

The staff were fantastic

Your staff were extremely helpful and informative- also see questionnaire number
176
Miscellaneous

?

As this complaint was regarding a health product Trading Standards could not help

Don’t think so

I don’t think this communication is relevant to my enquiry

I think you did your best in this matter, UPVC did not budge I had to get them to do
repair, cost £49.95 call out, didn’t charge for part which I think cost £45 approx, think
this was because I complained, but I don’t know how you can advertise 10 year
guarantee when it didn’t cost very much
22

Issue was passed onto department in England and do not know if they did anything
or not, would be good to know outcome. See question 2 answer also

More staff training

N/A

No

See questionnaire 196

They were unable to help

Trading Standards to have more power to defend customers

Try to get the law changed so you have a bit more clout with people who refuse to
respond or are cheeky and aggressive to you

Very poor, I don’t use the garage anymore

Wish you could take the people to court

Yes, assist me
23