"1 View...Your View" comments received       

May 2005 [view other months]

During May 2005 we received 25 comments. There were 15 compliments, 5 complaints and 5 suggestions.

The table below shows the breakdown of comments received:-

What did people say?

Compliments

Our clients and partners made some extremely good comments about us showing that our work is really valued.

Here is a sample from clients:

- relating to the website ‘I think Connexions page is great because it has so much information on’
- ‘I thought it was fun in Connexions. I think it was really useful. They gave me loads of information and I will come back’
- ‘Connexions was very good, it was what I expected and learnt a lot’
- ‘I was at Connexions the other day and I would just like to say the people are so friendly and willing to help I will be recommending them to lot’s of my friends
- relating to work experience ‘the staff were really kind and helpful which made me feel comfortable and relaxed making my work experience a pleasant week’

Some compliments from partner organisations:

- partner organisation passed on praise of ‘brilliant support’ shown by PA to young person specifically the PA’s caring and trusting manner
- thanks from partner organisation for ’such an excellent service to year 11 students’
- sincere thanks for ‘the fantastic help, support, advice and hard work’ given by Connexions to an organisation during their work experience activities
- relating to reports from a PA to LSC ‘exactly what we are looking for, set out in a clear and comprehensive way’. We would like to use the format as “good practice”
- thank you feedback from a partner organisation for ‘organising room, refreshments, photocopying etc ‘ for training session

Compliments from within the organisation:

- appreciation shown for ‘the helpful and really nice attitude’ from ICT staff when assisting with IT problems
- many thanks for the ‘hard work in creating pie charts and graphs for reports – everything is perfect’ to the Performance and Improvement (P & I ) team

Complaints / Suggestions

Young person complained that bus fare refund was refused as they had lost their bus ticket. After an investigation a response was sent explaining the procedure and suggested keeping tickets safe as Connexions are delighted to refund fares when bus tickets are produced.

Complaint received from a parent on problems with computers in delivery site.
Response sent to inform the parent that some PC’s were currently being upgraded which would give up to 8 time the current capacity.

Complaint received from a young person on the perceived behaviour of a member of staff. As a result of a full investigation this issue was resolved to the satisfaction of the young person and the organisation.

Complaints and suggestions received about the high temperatures in a delivery site.
As a result a water dispenser has been made available for clients.

Suggestion received to add section on date of birth to ‘comments’ page on the website.
This proposal will be put forward at the next full review of the comments process.

Suggestion to include a brief description about the Connexions service on the opening page of the website, to clarify to all users that our service is for young people. This came as a result of an elderly person requesting advice as they were not aware that our service was for young people only. The responsible manager is to review and consider the suggestion.

A suggestion for ‘cable’ to be installed into Connexions was investigated and responded to stating that ‘the priority of the organisation was to meet the needs of callers as quickly as possible thereby cutting down that amount of time people have to wait to be seen. The expense of installing cable was not considered a priority, however, the suggestion has been noted and might be considered if funding becomes available.

Compiled by Joyce Kennedy
Quality Systems Co-ordinator
Connexions
23rd June 2005

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