No. Question
Response codes
1
At the beginning, how easy or difficult was it to
contact a member of staff to report your antisocial behaviour complaint?
Very easy
Easy
Neither easy or difficult
Difficult
Very difficult
2
How would you rate how quickly you were
initially interviewed about your complaint (either
in person or over the phone)?
Good
Fair
Poor
Don’t Know
3
After speaking or meeting with a member of a
staff, did you know what the Service Provider
would do next?
Yes
No
Not sure
4
How satisfied or dissatisfied were you with how
well you were kept up to date with what was
happening throughout your anti-social behaviour
case?
Very Satisfied
Fairly Satisfied
Neither Satisfied nor
Dissatisfied
Fairly Dissatisfied
Very Dissatisfied
5
How satisfied or dissatisfied were you with the
support provided by the Service Provider’s staff?
Very Satisfied
Fairly Satisfied
Neither Satisfied nor
Dissatisfied
Fairly Dissatisfied
Very Dissatisfied
6
Overall, how satisfied or dissatisfied are you with
the way of your anti-social behaviour complaint
was dealt with?
Very satisfied
Fairly Satisfied
Neither satisfied or
dissatisfied
Fairly Dissatisfied
Very Dissatisfied
7
Overall, how satisfied or dissatisfied were you
with the final outcome of your anti-social
complaint?
Very Satisfied
Fairly Satisfied
Neither Satisfied nor
Dissatisfied
Fairly Dissatisfied
Very Dissatisfied
8
Were you informed that your case would be
closed?
Yes
No
Not sure
© Voluntas 2013
www.voluntas.co.uk/why-us/resources
No. Question
Response codes
9
If yes, were you told the reasons why?
Yes
No
Not sure
10
How willing would you be to report any antisocial behaviour to Service Provider in the
future?
Very willing
Fairly willing
Neither
Fairly reluctant
Very reluctant
11
Based on your experience, what one thing could
we do differently to improve how we manage
residents’ antisocial behaviour cases?
Open Response
12
Again, putting to one side the reasons why you
made the complaint and the final outcome –
Overall how satisfied or dissatisfied are you with
the Complaints service?
Very Satisfied
Fairly Satisfied
Neither
Fairly Dissatisfied
Very Dissatisfied
13
How do you feel the Service Provider could
improve the complaints process?
Open question
© Voluntas 2013
www.voluntas.co.uk/why-us/resources