Recently several clients have attended our advice centres as they have not been able to make contact through helplines.  We want to find out how wide the problem is, and therefore we will use the information from this survey to work with helpline providers so that they will improve their service.

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* 1. Which agency/department/body were you trying to contact?

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* 2. On a scale of 1-10, how much of a priority was your phone call to the organisation

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* 3. How often have you been trying to get in touch with this organisation?

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* 4. How long did you have to wait before being put through to an adviser?

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* 5. In your opinion, is this an acceptable wait time?

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* 6. If there was an automatic recording message and options to select, was this easy to use and find the person/department you wanted to speak to?

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* 7. Could your issue have been adequately dealt with using an online service?

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* 8. Was there a queuing system so you could keep track of your place in the queue?

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* 9. Would a call back system (where an operator takes your details and contacts you once there is a free operator) be preferable?

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* 10. Please add any further comments here about difficulties in trying to contact an organisation:

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