Medway Registration Service - Customer Feedback Survey

Medway Registration Service
Customer Feedback Survey

Please take part in the Medway Registration Service’s customer feedback survey by completing this questionnaire.

The purpose is to inform management what the service is doing well and how it can improve.

It should take less than 5 minutes to complete this questionnaire.

Your answers will be anonymous and confidential.

Please take note of the instructions so that you can skip irrelevant questions.

CONTACTING THE MEDWAY REGISTER OFFICE

Have you used a telephone to contact the Medway Register Office?

Yes

No - Go to Q5

	How did you find the Medway Register Office’s telephone number?

Was it easy to find the Medway Register Office’s telephone number?

Yes

When you dialled the Medway Register Office’s telephone number, was it engaged?

Yes

	If 'yes', how many times did you try to phone the Medway Register Office before speaking to the receptionist?

Have you visited the Medway Register Office?

Yes

No - Go to Q8

How easy was it to locate the Medway Register Office?

Very easy

Quite easy

Quite difficult

Very difficult

How much do you agree or disagree with the following statements: When I visited the Medway Register Office ...
	Strongly agree	Agree	Neither agree nor disagree	Disagree	Strongly disagree
the reception / waiting area was a comfortable place
I felt comfortable in the reception / waiting area with people who were attending for different reasons (e.g. births and deaths)

	If you responded ‘disagree’ or ‘strongly disagree’, why did you feel uncomfortable?

If you have used the Medway Register Office’s website, did you find what you required?

Yes

	If 'no', please specify what you could not find:

BIRTHS AND DEATHS

Have you telephoned / visited the Medway Register Office to register a birth or a death?

Yes

No - Go to Q12

Q10

How much do you agree or disagree with the following statements: When I telephoned / visited the Medway Register Office to book an appointment to register a birth or a death …
	Strongly agree	Agree	Disagree	Strongly disagree
I was offered an appointment on a convenient day
I was offered an appointment at a convenient time

	If you responded ‘disagree’ or ‘strongly disagree’, why was the day or time offered not convenient?

Q11

How much do you agree or disagree with the following statements: When I visited the Medway Register Office to register a birth or a death …
	Strongly agree	Agree	Disagree	Strongly disagree
the member of staff answered all of my questions
I was very satisfied with the way the registration was handled

MARRIAGES AND CIVIL PARTNERSHIPS

Q12

Have you telephoned / visited the Medway Register Office to give notice of a marriage or a civil partnership?

Yes

No - Go to Q15

Q13

How much do you agree or disagree with the following statements: When I telephoned / visited the Medway Register Office to book an appointment to give notice of a marriage or a civil partnership …
	Strongly agree	Agree	Disagree	Strongly disagree
I was offered an appointment on a convenient day
I was offered an appointment at a convenient time

	If you responded ‘disagree’ or ‘strongly disagree’, why was the day or time offered not convenient?

Q14

How much do you agree or disagree with the following statements: When I visited the Medway Register Office to give notice of a marriage or a civil partnership …
	Strongly agree	Agree	Disagree	Strongly disagree
the member of staff answered all of my questions
I was very satisfied with the way the appointment was handled

APPLYING FOR A CERTIFICATE

Q15

Have you applied to the Medway Register Office for a certificate?

Yes

No - Go to Q20

Q16

How did you apply to the Medway Register Office for a certificate?

In person

Post

Telephone

Internet

Q17

If you have collected a certificate from the Medway Register Office, how many days did it take until it was ready for collection?

Same day

Next day

2 days

3 days

1 week

Longer than 1 week

If 'longer than 1 week', please specify:

Q18

If a certificate was posted to you, how many days did it take to arrive?

2 days

3 days

1 week

Longer than 1 week

If 'longer than 1 week', please specify:

Q19

How much do you agree or disagree with the following statements: When I telephoned / visited the Medway Register Office about a certificate…
	Strongly agree	Agree	Disagree	Strongly disagree
the member of staff answered all of my questions
I was very satisfied with the way the call was handled

Q20

	If the Medway Registration Service could provide new facilities, what would you like to see introduced?

ABOUT YOU

Please note that the following questions are optional, and that your answers will be anonymous and confidential.

Q21

	What is your postcode?

Q22

Are you male or female?

Male

Female

Q23

Q24

Q25

Do you have a long-term illness, health problem or disability which limits your daily activity or the work you can do?

Yes

Thank you for completing this questionnaire.

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