CITIZENS ADVICE PORTSMOUTH
APPROACH TO ADVICE SURVEY

Please help us to improve our service.

In light of the COVID 19 pandemic, the ways in which people prefer to receive advice may have changed. We need your help to develop our service. This short survey should only take 5 -6 minutes minutes to complete and we appreciate your response. You do not need to enter any sensitive or personal information.

Thank you.

Please click on OK to take you to the next question.

Question Title

* 1. If you have used our advice service, how did you get your advice? (You may tick more than one answer).

Face to Face with a Citizens Advice Advisor

By telephone or mobile

Using web chat

Email correspondence

Used the Citizen Advice website pages and did my own research, without getting help from an advisor

Never used the service before

Please let us know of any other method:

Question Title

* 2. If you have used our advice service, how do you rate the quality of the advice you received?

	Excellent advice	Good advice	Satisfactory Advice	Poor advice	No advice	I still have the problem	Never asked for Citizens Advice
Advice	Advice Excellent advice	Advice Good advice	Advice Satisfactory Advice	Advice Poor advice	Advice No advice	Advice I still have the problem	Advice Never asked for Citizens Advice

If you still have the problem, please tell us below what you think would be required to resolve it?

Question Title

* 3. If you have not used Citizens Advice services, is that because:
(You can tick more than one answer).

You did not know enough about us or that you could use the service?

Our working hours did not match the times you wanted to use the service?

You did not think our services would cover your problem?

You did not realise that you could access our service anonymously?

You did not know the service is free and confidential?

You use an alternative service for advice?

There was a technical problem with our service?

None of these

Question does not apply to me

Please tell us any other reason not listed or which other advice service you used:

Question Title

* 4. If you were going to use an advice service, which of the following methods would you prefer?
(You can choose more than one answer. Please put a ranking of 1 next to your preferred option and then rank other preferences (if any) in order).

Face to face appointment with Citizens Advice advisor

Telephone/mobile

Using video chat

Using web chat

Email correspondence

Social Media

Any of the above

Don't know

Question Title

* 5. If you were going to use an advice service, which opening times would suit you?

Mon - Fri am

Mon - Fri pm

Mon - Fri Evening

Weekend Daytime

Weekend Evening

Please indicate any other specific timing preference in the comments box

Question Title

* 6. What might prevent you from using Citizens Advice services? (You can tick more than one answer).

Transport to Citizens Advice Office

Unfamiliar with using Technology

Times the service is open

Need for anonymity

I did not think I would be able to talk to someone who would understand my problem

Don't know

Please tell us about any other barrier you think you may have:

Question Title

* 7. If you were to approach Citizens Advice for help in the future, are you more likely to:
(Please tick the one that applies)

Receive the information you require and then carry on with resolving the problem yourself?

Need help with form filling or with more hands on help with your issue?

Don't know

Can you tell us a little more about why you made that choice?

Question Title

* 8. Please tick which 3 characters form the first part of your postcode: (This should be your home address, but if you work but don't live in Portsmouth then please use your work postcode).

PO1

PO2

PO3

PO4

PO5

PO6

Don't know

Prefer not to answer

Question Title

* 9. Which age group are you in?

Under 18

18-24

25-34

35-44

45-54

55-64

65-74

75 and Over

Prefer not to answer

Question Title

* 10. May we contact you in future to help us improve our service? If so, please leave an email address or phone number.

Yes

If you agree to further contact, please leave your phone number or email address:

CITIZENS ADVICE PORTSMOUTHAPPROACH TO ADVICE SURVEY

Please help us to improve our service.

Question Title

* 1. If you have used our advice service, how did you get your advice? (You may tick more than one answer).

Question Title

* 2. If you have used our advice service, how do you rate the quality of the advice you received?

Question Title

* 3. If you have not used Citizens Advice services, is that because: (You can tick more than one answer).

Question Title

* 4. If you were going to use an advice service, which of the following methods would you prefer? (You can choose more than one answer. Please put a ranking of 1 next to your preferred option and then rank other preferences (if any) in order).

Question Title

* 5. If you were going to use an advice service, which opening times would suit you?

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* 6. What might prevent you from using Citizens Advice services? (You can tick more than one answer).

Question Title

* 7. If you were to approach Citizens Advice for help in the future, are you more likely to:(Please tick the one that applies)

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* 8. Please tick which 3 characters form the first part of your postcode: (This should be your home address, but if you work but don't live in Portsmouth then please use your work postcode).

Question Title

* 9. Which age group are you in?

Question Title

* 10. May we contact you in future to help us improve our service? If so, please leave an email address or phone number.

Question Title

* 11. Please give us any other comments or observations on our service.

CITIZENS ADVICE PORTSMOUTH
APPROACH TO ADVICE SURVEY

* 3. If you have not used Citizens Advice services, is that because:
(You can tick more than one answer).

* 4. If you were going to use an advice service, which of the following methods would you prefer?
(You can choose more than one answer. Please put a ranking of 1 next to your preferred option and then rank other preferences (if any) in order).

* 7. If you were to approach Citizens Advice for help in the future, are you more likely to:
(Please tick the one that applies)