Ireland client survey

Hi this is (your name) calling from StepChange Debt Charity. I was wondering if you could spare a few minutes to answer some questions about your experiences of the pilot.

We need your help to find out what went well and what could be done better and your feedback will help to shape how we move forward and help more people in Ireland.

There are only a few questions and all your answers will be anonymous and we’ll combine them with everyone else’s to give us a wider picture of results.

* Enter the clients reference number

* Is the client happy to proceed?

Yes

No

* Who referred you to the pilot?

* When your lender discussed the pilot with you, did you feel you were given enough information?

Yes

No

* What other information would you have liked to have been told?

* Did your lender give you enough information about StepChange Debt Charity?

Yes

No

* What other information would you have found useful?

* What was your main expectation of the pilot?

My debts would be written off

I would be offered a split mortgage

I wouldn't need to deal with my lenders anymore

You would help me make reduced payments

Other

* Before you could go ahead with the pilot your lender sent you a consent form to sign. Did you understand why you needed to sign this?

Yes

No

* Was this because:

The consent form wasn't explained by my lender

The consent form itself wasn't easy to understand

Other

Now we’d like you to think about the advisors you spoke to at StepChange Debt Charity.
If you spoke to more than one advisor please give us your overall opinion.

How much do you agree or disagree with the following statements:

* During your debt advice session we reviewed your income and spending. Did you think this review was useful?

Yes

No

Not applicable

* Why didn't you feel that this review was useful? (Select all that apply)?

I’d already done this with my lender

I didn't understand why I needed to do it

I didn't agree with the figures that were suggested

Other

* How well do you think our advice fit your situation?

Very well

Quite well

Not very well

Not at all well

* Was this because:

The figures on my budget were unrealistic

I forgot about something I spend money on

I've had an unexpected cost

I didn't think the payments to my lenders were affordable

I already had an arrangement with certain lenders

I thought the payments would make my situation worse

Other

* How well did you understand the arrangement that your debt advisor discussed with you?

Very well

Quite well

Not very well

Not at all well

* What could we have done differently to make this clearer for you?

* How well did you understand what would happen after you had finished your session with the advisor?

Very well

Quite well

Not very well

Not well at all

* How could this have been improved? Was there any other information you would have found useful?

* Were you happy with the length of time the process took?

I was happy with the length of time the whole process took

I had to wait too long from my lender contacting me and my details going to StepChange

I had to wait too long between my initial call with StepChange to my full advice session

I had to wait too long between my full advice session and my lenders decisions

The whole process took too long

Not applicable

* Are you paying the amounts we recommended?

* Please tell us which lenders aren't happy with your payments

* Do you feel you have benefited from being part of the pilot?

Yes

No

* Have there been any changes to the way you manage your finances and household budgeting since you started your arrangement?

Select this if client dropped out before debt advice

Yes

No

* How much do you agree or disagree with the following statement?

The pilot really helped with my financial situation

* Do you have any other comments or suggestions about the pilot?