We wanted to find out what our customers thought about our Benefit Notification letters, these are the letters that we send to our customers which explain how we have calculated their benefit.
We wanted to know what areas we needed to look at if we wanted to make improvements to these, therefore during April 09 we carried out a survey of our customers who visited the Civic Centre and asked them what they thought of these, our results showed that:
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80% of customers said that they found the notification letters confusing
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85% of customers said that the layout of the notification could be improved
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70% of customers said that the benefit entitlement information should be more prominent
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85% of customers said that the calculation of benefit information was difficult to understand
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65% of customers said that there were words, phrases or expressions on the notification that they did not understand
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5% of customers said that the print was too small
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72% of customers said that the letter makes it clear that customers need to tell us about changes of circumstances
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83% of customers said that the letter shows clear contact information
The results of this survey have told us that there are changes that we can make to our notification letters in order to make these easier to understand for our customers.
Following the results of the previous survey we collated all of the comments that received from our customers, including those which were made by other organisations who we work closely with.
We then redesigned the notification letters so that they took into account the suggestions we received, the changes we made included:
Moving the entitlement information to the first page to make this more prominent Designed a specific Change of Circumstances page to make it clearer and easier for customers to tell us about changes Changed the layout to make the information easier to read Included advice and how to get your notification letter issued in different formats including Large Print, Braille and CD.
What do you think of our new notification letters?
Why not use our Benefits Suggestions| service to tell us?