Helpline satisfaction questionnaire: design and results
| Question | Yes (%) | No (%) |
|---|---|---|
| Further to your recent contact with the helpline: | ||
| Did the person returning the call identify her/himself? | 97 | 3 |
| Was the person courteous and polite? | 100 | |
| Was your call returned within 48 hours? | ||
| If YES was it: | 97 | 3 |
| Less than 12 hours? | 61 | |
| Less than 24 hours? | 29 | |
| Have you called the helpline before? | 75 | 25 |
| Did you expect to leave a message on an answerphone? | 67 | 33 |
| Once your call was returned were your questions answered directly? | 95 | 5 |
| Did you feel the reason for your call was answered to your satisfaction? | 98 | 2 |
| Was any extra written information sent to you? | 16 | 84 |
| If the helpline had not been available would you have: | ||
| Waited for your next appointment? | 13 | |
| Visited your GP? | 60 | |
| Done nothing? | 0 | |
| Taken other action? | 27 | |
| Would you ring the helpline again? | 99 | 1 |