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At the Medway Registration Service we actively seek and warmly welcome feedback about our service. Customers are able to use paper questionnaires and a simple online feedback form.
A telephone survey of people who had registered a birth was conducted between 30 March 2009 and 9 April 2009 and details are given below:
For what reason did you contact the register office?
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To register a birth
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255
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99%
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To give notice of marriage/civil partnership
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2
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1%
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To marry of form a civil partnership
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0
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0%
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To attend a wedding or civil partnership as a guest
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0
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0%
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|
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Other
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2
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1%
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| Births - Were you able to book an appointment on a day and at a time day that was convenient? | | | | | | | | | | | |
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Yes
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248
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98%
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|
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No
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5
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2%
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No comment
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2
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1%
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| What appointment time would you prefer? | | | |
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No comment
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4
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50%
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|
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7.30-8.30am
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0
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0%
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|
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8.30-9.30am
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0
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0%
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|
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4.30-5.30pm
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0
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0%
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|
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5.30-6.30pm
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1
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17%
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|
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6.30-7.30pm
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2
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33%
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| Did you telephone the register office? | | | | |
| Did you find our telephone number easy to find? | | | | |
| No comment | 1 | 0% | | | Yes | 249 | 98% | | | No | 4 | 2% | |
| How many times did you phone before speaking to the receptionist? | | | | | | | | |
| Got through first time | 218 | 85% | | | Line was engaged, got through second time | 27 | 11% | | | Line was engaged, got through third time | 4 | 2% | | | Line was engaged, had to phone more than 3 times | 4 | 2% | | | Never got through | 1 | 0% | |
| Are the telephone times suitable for your needs? | | | | | |
| Yes | 246 | 97% | | | No | 6 | 2% | | | Don't know | 2 | 1% | |
| For those eight people who did not say that the telephone times are not suitable : what times would you prefer? | | | | |
| No comment | 4 | 50% | | | 7.30 - 9.30am | 0 | 0% | | | 4.30 - 8pm | 4 | 50% | |
When telephoning the office
How would you rate the member of staff that dealt with your enquiry in terms of the following?
| Patient | | | | | No reply | 5 | 2% | | | Excellent | 218 | 86% | | | Good | 28 | 11% | | | Neither good nor poor | 2 | 1% | | | Poor | 0 | 0% | | | Very poor | 1 | 0% | |
| Knowledgeable | | | | | No reply | 5 | 2% | | | Excellent | 213 | 84% | | | Good | 36 | 14% | | | Neither good nor poor | 0 | 0% | | | Poor | 0 | 0% | | | Very poor | 0 | 0% | |
| Did the member of staff explain what would happen next? | | | | | | |
| Unsure | 6 | 2% | | | Yes | 243 | 96% | | | No | 5 | 2% | |
Did you receive all the information you requested?
| Unsure | 58 | 23% | | | Yes | 191 | 75% | | | No | 5 | 2% | |
| Did you find the information provided helpful? | | | | | |
| No comment | 61 | 24% | | | Yes | 190 | 75% | | | No | 3 | 1% | |
When visiting the office
| If you visited the office, was it easy to find? | | | | | | | |
| No comment | 4 | 2% | | | Yes | 252 | 97% | | | No | 3 | 1% | |
| How long did you wait before you were seen by a member of staff? | | | | | | | |
| Immediately | 196 | 78% | | | Short wait | 49 | 19% | | | Long wait | 7 | 3% | | | Gave up waiting | 0 | 0% | |
How would you rate the member of staff that dealt with your enquiry in terms of the following?
| Patient | | | | | Excellent | 230 | 91% | | | Good | 18 | 7% | | | Neither good nor poor | 2 | 1% | | | Poor | 1 | 0% | | | Very poor | 1 | 0% | |
| Knowledgeable | | | | | Excellent | 232 | 92% | | | Good | 19 | 8% | | | Neither good nor poor | 0 | 0% | | | Poor | 1 | 0% | | | Very poor | 0 | 0% | |
| Was the member of staff wearing a name badge? | | | | | |
| Yes | 161 | 64% | | | No | 1 | 0% | | | Unsure | 90 | 36% | |
| Did you find the information provided helpful? | | | | | |
| Unsure | 8 | 3% | | | Yes | 240 | 95% | | | No | 4 | 2% | |
| Did the member of staff explain what would happen next? | | | | | | |
| No comment | 38 | 15% | | | Yes | 210 | 83% | | | No | 4 | 2% | |
| Are the office opening times suitable for your needs? | | | | | |
| Yes | 243 | 96% | | | No | 9 | 4% | | | Don't know | 0 | 0% | |
| For those nine people who did not say the opening times were suitable: What times would you prefer? | | | | |
| No comment | 2 | 22% | | | 7.30-9.30am | 0 | 0% | | | 4.30-8pm | 7 | 78% | |
| Are you satisfied with the cleanliness of the Register Office? | | | | | | |
| Unsure | 1 | 0% | | | Yes | 251 | 100% | | | No | 0 | 0% | | | Don't know | 0 | 0% | |
| Do you find the information on display useful? | | | | | |
| No comment | 6 | 2% | | | Yes | 94 | 37% | | | No | 0 | 0% | | | Don't know | 152 | 60% | |
Website
| Have you used the register office pages on Medway Council's website? | | | | | | |
| Did you find the information you were looking for? | | | | | | |
| Yes | 22 | 69% | | | No | 4 | 13% | | | No reply | 6 | 19% | |
Is there any other information you would like to see on the web pages?
| All OK | | No | | None. | | Easier directions would be helpful, would be more helpful if said in Old Corn Exchange. | | No | | No | | Can't think of any. | | No nothing else | | No | | No | | No |
Overall
Overall, how satisfied were you with the way in which your enquiry was handled?
| Very satisfied | 246 | 95% | | | Satisfied | 10 | 4% | | | Neither satisfied nor dissatisfied | 2 | 1% | | | Dissatisfied | 1 | 0% | | | Very dissatisfied | 0 | 0% | |
General comments were invited and a selection are included below:
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Very helpful and quick.
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Went smoothly. Very informative.
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Good service, seen quickly, friendly.
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Very welcoming and helpful and patient.
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Efficient and a smooth running of the service.
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Good service, very efficient, friendly, no mistakes, very clear signposting.
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Prompt and quick service. Very friendly staff.
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Staff were very informative and compassionate.
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Very friendly and polite. Compassionate.
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Nice and friendly and explained everything properly.
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Run smoothly and very accommodating.
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Straightforward and staff were very helpful.
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Quick and prompt service. The receptionist was very friendly.
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Nice experience, really friendly, special day. Receptionist very friendly.
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Dealt with very quickly and efficiently.
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So friendly, on the phone very helpful and in person.
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Helpful, friendly and made you feel welcome.
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Seen quickly, friendly, and helpful.
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Professional service and very helpful staff.
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Easy and fast service. The staff were polite and helpful.
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