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| * 1. How long did you expect to be on the phone for when you made your first call? | | |
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| * 2. Thinking about how easy it was for you to get through to a helpline advisor, do you think that….? |
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| 3. To what extent do you agree the helpline advisor…
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| 4. If you disagreed with any of the above, please explain why. | | |
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| * 5. Were you asked to make another call back to the helpline to provide additional information? |
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| * 6. What information did you need to call back with? Please tick more than one choice if appropriate. |
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| * 7. How clear was the helpline advisor’s explanation of what information you would need to provide? |
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| * 8. To what extent do you agree the email/letter we sent you was useful in helping you to prepare the information ahead of your call? |
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| * 9. How clear was the explanation by the helpline advisor of why you needed a session with a counsellor? |
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| * 10. How clear was the helpline advisor’s explanation of what would happen during your counselling session? |
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| * 12. How satisfied were you with the length of time you had to wait for a session with a counsellor? |
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YOUR COUNSELLING SESSION
The following questions relate to the session you had with a counsellor, when you received debt advice and information on what to do next.
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| * 13. At your counselling session, to what extent do you agree the counsellor was already familiar with your situation? |
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| * 14. How clear was the counsellor’s explanation of what would happen during your counselling session? |
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| * 15. To what extent do you agree the counsellor put you at ease? |
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| * 16. To what extent do you agree the counsellor considered your individual needs in making adequate allowance for your living costs? |
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| 17. If you disagreed with the above, please explain why. | | |
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| * 18. To what extent do you agree the counsellor helped you to identify how to reduce your outgoings and/or increase your income? |
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| * 19. To what extent do you agree the counsellor was knowledgeable about the advice they gave you? |
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| * 20. To what extent did you understand the debt advice the counsellor gave you? |
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| * 21. How comfortable did the counsellor make you feel in being able to ask questions about the advice given? |
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| * 22. Did the counsellor recommend a course of action for you to follow |
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| * 23. To what extent do you agree that your counsellor gave you the best advice for your individual circumstances? |
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| 24. If you disagreed with the above, please explain why. | | |
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| * 25. How clear was the counsellor’s explanation of the next steps you needed to take |
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| * 26. Do you think your session with the counsellor was…? |
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| * 27. How satisfied were you that the advice booklet we sent you reinforced the advice you were given over the telephone? |
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| * 28. How clear was the explanation provided in the booklet about the next steps you had to take to help you with your debt situation? |
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| * 29. Did you call us back? |
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| * 30. How satisfied are you with the overall support you received from us after your counselling session |
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| * 31. How many times have you called back since your counselling session? |
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| * 32. What were the reasons for your call. Please select more than one choice if appropriate |
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| * 33. Did you have to phone back more than once to get a particular query resolved? |
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| 34. Please use the space below to provide any other comments regarding the service you received after your counselling session. | | |
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| * 35. To what extent do you agree the budget has given you better control of your day to day outgoings? |
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| 36. Please provide any ways you think we could have helped you to budget better. | | |
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| * 37. Taking everything into account, how would you rate the overall service provided by us? |
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| * 38. How likely would you be to recommend our service to others in your situation? |
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| 39. Are there any other comments or suggestions you would like to make? | | |
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