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CUSTOMER SATISFACTION SURVEY 2022

Thank you to everyone who filled in our 2022 Customer Satisfaction Survey. Below you'll find the key highlights from the survey, and actions we will take to further improve the service we deliver to you.

Survey Response

  • 828 people were asked to fill in the online customer satisfaction survey

  • 339 (41%) completed the survey

  • The online survey was followed by 25 in-depth telephone interviews to gather more detailed feedback and insights

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Highlights

  • 73% of respondents said they were satisfied overall with WPL

  • 76% of respondents were satisfied with their key point of contact at WPL

  • 71% of respondents were satisfied with communications from WPL

 

Areas for Improvement

  • 19% of respondents were dissatisfied with how easy it is to get in touch with their main point of contact

  • 17% of respondents were dissatisfied with WPL's responsiveness

  • Better information from ordering systems and better awareness of the ordering process was a common theme for improvement​

Overall how satisfied or dissatisfied are you with WPL?

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25 Telephone Interviews

Actions

  • We will assign named points of contact with key customers, expand the use of pagers across our Supply Chain teams and improve the call-handling capability within our Buying teams to make it easier for you to get in touch with your main point of contact.

  • We will improve the information on the procurement and supply chain pages on the Trust intranet, including key contacts, FAQs and points of escalation. In addition, we will publish a 6-monthly WPL newsletter to keep you abreast of developments within procurement and supply.

  • We will test and evaluate the use of a ticketing system to improve our responsiveness to non-urgent / routine queries on requisitions and orders.

  • We will enable enhanced visibility of NHS Supply Chain online ordering for key areas of the Trust, which will provide you with improved information on your orders, and will offer suggestions for alternative products where appropriate.

  • We will provide better information and training materials on the ordering process, giving you clarity on what happens next when you raise a requisition or place an order.

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Next Steps

We hope to put these actions in place over the coming months, and we will reach out to you to keep you updated on progress. If you have any questions or would like further information, please get in touch with us by filling in the contact form.

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If you would like to read the full customer satisfaction report, please find this below. 

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