Client Perception Survey 2011

As part of Jacobs Quality Procedures and drive for continual year on year improvements, the Partners of Jacobs recognise the importance and potential benefits of carrying out regular "Customer Perception Surveys". Surveys are used to assist the Partners to fully appreciate and understand client's perception of the firm and of the services provided.

Surveys are, therefore, along with regular client liaison contact meetings, to identify continuous improvements as the client base grows. 

The latest "Client Perception Survey" sent to clients in October 2010 was similar to those undertaken in 2007 and 2002. This has meant that direct and meaningful comparisons can take place in respect of service delivery over several years. Findings were analysed with the full report published in January 2011. This information summarises the content of the full report.

 Survey Objectives 

• Issue a market questionnaire and carry out a survey of clients' current perception of Jacobs from a representative sample of local authority clients.
• Obtain comments regarding Jacobs service delivery to use with prospective client marketing.
• Identify opportunities for improvement so that appropriate action can be taken.

Client recommendations of Jacobs Bailiffs

47 out of the 50 local authority clients that took part in the survey stated they would act as referee in tenders for Jacobs and would recommend the firm to fellow revenue practitioners and other local authorities. The other 3 represent relatively new clients who felt it too early into their contract to formally act as references.

The level of commitment to giving recommendation proves that Jacobs reputation and standing amongst clients is that of a solid and established organisation.

Summary Outcomes

The report summarises the responses from 50 of Jacobs's local taxation and parking clients.

The local authorities involved are established clients and currently make up 72% of Jacobs caseload each year. It is, therefore, a true representation of Jacobs's clients' perception of their Bailiff service delivery.

The report confirms, without doubt, that Jacobs perform to a high level of service to clients.

The scoring matrix was based on clients marking Jacobs in key service delivery areas - a score of 1 (0%) = Very poor, 3 (60%) Satisfactory, rising to a possible score of 5 (100%) = Excellent.

The key service delivery areas examined (and their individual scores) were - 

Category	Score as %
Recovery Rates	82
General Office Administration	84
Day to Day contact with our office	85
Client Web facility	88
Complaints - level received	80
Complaints - timescale and explanation of response	86
Clarity & usefulness of return reports	82
Statistics format - monthly reports	82
Bailiff attitude	83
Your customers / debtors perception of our bailiffs	66
Client Management (x4) - frequency of meetings	80
Usefulness of meetings	85
Speed & effectiveness of resolving any issues	89
Satisfaction with follow up actions	84

The overall score for all categories achieved was 83%.

This outcome means that in every category for all clients we averaged better than 4 out of a possible 5 marks. It is widely accepted by independent assessors that a score of 66% in such surveys indicate a "satisfactory" service. To achieve 83%, therefore, reflects well on the organisation.

Further "open" questions with an option to make comment were asked -

What area of our service are you particularly impressed with? - 49 comments of which 16 specifically made reference to the efficiency of our Client Liaison / Office Staff, 9 commented on the Client Web facility and 7 made reference to our collection rates.

How could we improve our service? - Just 24 comments with nothing showing as a major concern. Whilst satisfied with collections 5 commented that they "would always want more collected." Some minor improvements to our return reports and monthly statistics were highlighted and these have now been implemented in the near future.

Use 1 sentence to describe Jacobs - 40 comments all positive received including - 

"We have been using Jacobs for 18 years - enough said!"

"Jacobs provide a good service; it does what it says on the tin!!"

"Well informed staff who go out of their way to provide a professional service"

"Jacobs quietly get on with the job of providing a good service with excellent collection rates

"Innovative professional service delivery, excellent performance and customer satisfaction"

"A reputable, reliable and approachable debt enforcement partner with a good track record of collecting debts"

The knowledge of the management team is excellent, the staff are always willing to help, the website is clear and easy to follow"

It will be appreciated that "perfection" or "total excellence" perception would mean Jacobs need to score maximum marks on all categories from all clients - something that is, in reality, unachievable.

Conclusions 

The results confirm that Jacobs average score was greater than 4 out of 5 (or 80%) for all categories from all clients. This figure being well above average (60%) and acceptable service standard delivery of 66%

The score of 83% mirrors similar outcomes to the surveys previously carried out in 2002 and 2007.

Jacobs's client base has grown significantly over the last 10 years but the level of client perception has remained consistently high.

Prospective new clients should, therefore, note that this fact proves that Jacobs are able to deliver services to a high standard whilst undergoing sensible and controlled growth of business.

A COPY OF THIS REPORT IS AVAILABLE TO DOWNLOAD.

If any Clients or prospective Clients would like a copy of the full report, please contact Alyn Lewis, Business Partnerships Manager, on telephone 0151 650 4979 or email al@jacobsbailiffs.co.uk.