The voice of the disabled customer

Purple Tuesday is supporting organisations to improve the customer experience for disabled people and their families. The voice, insights and solutions of disabled people are an integral part of making this happen.

As part of Purple Tuesday 2020, we have produced a short survey which we want as many disabled people, and those with lived experience of disability to complete. The survey is looking at success factors and ongoing challenges for disabled customers prior to lockdown, during lockdown and the current situation.

Purple will produce a report of the findings and will work with organisations to ensure the things that work are consistently implemented and where existing challenges remain, the right solutions are put in place.

Be part of changing the customer experience for disabled people and let your voice count.

Question Title

* 1. On a scale of 1 – 10, 1 being very poor and 10 being excellent, how would you rate your overall customer experience as a disabled person PRIOR to Covid-19?

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 2. What were the three top factors that contributed to your positive customer experiences PRIOR to Covid-19?

Good physical access

Good online accessibility

Helpful staff

Patient / understanding staff

The presence of ‘not every disability is visible signage’

The use of the sunflower lanyard scheme

The use of hearing loops

Others (please specify)

Question Title

* 3. What were the three top factors that contributed to your negative / challenging customer experiences PRIOR to Covid-19?

Poor physical access

Poor online accessibility

Unhelpful staff

Impatient / inconsiderate staff

Poor wayfair signage

The lack of disabled facilities

Others (please specify)

Question Title

* 4. On a scale of 1 – 10, 1 being very poor and 10 being excellent, how did you rate your overall customer experience DURING the lockdown period?

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 5. What were the three top factors that contributed to your positive customer experiences DURING the lockdown period?

Flexible opening hours for disabled customers

Priority click and collect

Access to customer services

Priority queuing

Positive experience with staff

Others (please specify)

Question Title

* 6. What were the three top factors that contributed to your negative / challenging customer experiences DURING the lockdown period?

Being seen as a ‘vulnerable’ person again

Too many restrictions

No access to online booking

Feeling rushed by staff

Being required to walk further to access entrance / exit points

Others (please specify)

Question Title

* 7. As a disabled customer, what are the things most important to you?

Positive staff attitude

Visual / written accessibility information

Website accessibility

Physical access

Disabled facilities such as accessible toilets, changing room, etc.

Hearing loops

Quiet hours

Sensory areas

Others (please specify)

Question Title

* 8. If you could give two pieces of advice to businesses about how they could improve their customer service for disabled people, what would they be?

Suggestion 1:

Suggestion 2: