Oldham Council

Oldham Metropolitan Borough Council - Consumer Satisfaction Questionnaire

Trading Standards Consumer Satisfaction Questionnaire

We aim to meet certain performance standards. The questions below ask you whether we meet them in your case. Please answer the sections that apply to you contact with our service. Please tick YES/NO or answer as appropriate.

1 FOR THOSE WHO TELEPHONED US

	Yes	No
a) Did we answer your call within 10 seconds (about 5 rings)?


b) Did we tell you that you were speaking to the Oldham MBC Trading Standards Service?


c) Did the officer identify him/herself by name?


d) How easy was it to make your initial (your first contact with us? Very Easy/Fairly Easy/Fairly Difficult/Very Difficult. Please indicate:

2 FOR PERSONAL CALLERS

	Yes	No
a) Did we welcome you within 5 minutes?


b) If appropriate, were we able to provide private interviewing facilities?


c) How easy was it to make your initial (your first) contact with us? Very Easy/Fairly Easy/Fairly Difficult/Very Difficult. Please indicate:

3 FOR THOSE WHO WROTE TO US

	Yes	No
a) If your letter/fax/email required a reply, did you receive an acknowledgement within 3 working days?


b) How easy was it to make your initial (your first) contact with us? Very Easy/Fairly Easy/Fairly Difficult/Very Difficult. Please indicate:

4 FOR ALL USERS

	Yes	No
a) Were you aware of the Trading Standards Service before you had this contact with us?


b) Did we give you information/advice that was easy to understand? Very Easy/Fairly Easy/Fairly Difficult/Very Difficult. Please indicate:


c) How informative did you find our staff? Very Good/Fairly Good/Fairly Poor/Very Poor. Please indicate:


	Yes	No
d) Did our involvement help you to solve your problem?


e) If “No” to 4 (d) did we direct you to somebody who was able to solve your problem?


f) Were our officers courteous and polite at all times?


g) How satisfied were you with our overall level of service? Very Satisfied/Fairly Satisfied/Fairly Dissatisfied/Very Dissatisfied. Please indicate:



	Yes	No
h) Did we treat you fairly at all times?


i) Do you feel better equipped to deal with these problems in the future?

j) If "No" to 4 (d) or (e) please indicate the reason why:-


i) The information provided was inadequate or unclear

ii) We would not contact the trader on your behalf

iii) The law was inadequate in your case

iv) This Service took some action on your complaint, however you would have liked further action to be taken


Other- please specify:-

K) Did you know it is possible to complain about Council services, including Trading Standards, through our Council Complaints Procedure?

5 REDUCING TRADER & CONSUMER PROBLEMS

If you were the Head of Oldham Trading Standards, which of the following approaches/ methods do you think would be the most effective way of reducing trader and consumer problems?
Please rate on a scale of 1-4 (1 being the most effective and 4 being the least effective)

	1	2	3	4
i) Investigating all complaints received from the public and others
ii) Routine inspection of businesses based on risk (the higher the risk to the public the more frequent the inspections)
iii) Educating businesses and consumers to promote voluntary compliance and an understanding of their rights and responsibilities
iv) Using complaints from traders and public to target resources at problem areas and rogue traders

6 SERVICE PRIORITIES

Below are some key work areas, and proposed developments, for the Trading Standards Service. Please rank these in the order you believe to be the most important (1 being most important, 12 being least). Please only use each number once.

a) Ensuring correct weight or measure is delivered to customers
b) Ensuring food is properly described and the correct quality
c) Improving Consumer Advice and Information services to local communities
d) Enforcing controls on age restricted products e.g. cigarettes, videos, fireworks etc.
e) Dealing with the sale of unsafe goods, including second-hand items
f) Dealing with product counterfeiting
g) Providing advice and assistance to local businesses to encourage compliance with trading standards laws, and avoid consumer problems
h) Promoting education and awareness on Consumer Issues
i) Dealing with bogus traders who call at people's homes
j) Enforcing controls on the supply of credit
k) Ensuring all goods are correctly described and accurately priced

Other Trading Standards issues that you believe are important (please specify):-

7 FURTHER INFORMATION
Finally, for the purpose of analysis, it would assist us if you are willing to give some background information about yourself

	Male		Female
Gender:


	25 or under	26-50	51-75	75+
Age:

	Yes	No


Disability: Do you consider yourself to be disabled?


	Employed	Unemployed	Student	Retired
Employment:

Ethnicity: To which of these groups do you consider you belong?

White

Black (Caribbean)

Black (African)
Black (Other)
Indian
Pakistani
Bangladeshi
Irish

Other- please specify:-

Please give your name, address and telephone number below if you wish. The Name and Email fields are mandatory, if you would like to remain anonymous please place "name" in both fields, this will allow the form to be submitted.

Name :
Email :
Town :
Telephone:

NB This document is available in a variety of alternative formats (such as large print, electronically, community languages etc) where appropriate on request, please contact 0161 770 3470.

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Thank you

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Oldham Metropolitan Borough Council - Consumer Satisfaction Questionnaire

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