REPs Customer

Satisfaction Survey 2011 T

his third survey gave you the opportunity to let us know how we are

doing in areas of registration, products and services and customer service as well as exploring what you want to get out of your membership to help us improve our service to members. We want to thank those of you who took part and highlight some of main findings.

Earlier this year REPs members were invited by e-mail to take part in the annual customer satisfaction survey

decrease on last year).

Satisfaction with registration Last year the largest reported improvements were in the registration process, notably for new members. The 2011 results were similar with nine out of ten new members reporting they were either very or fairly satisfied with the information provided during the registration process. Similarly, 89% of new members were either very or fairly satisfied with the simplicity of the application forms, but communications with REPs could be improved as satisfaction was lower at 76%. Nearly 7 in 10 said their new documentation had arrived within 28 days, an improvement on last year, and 4% fewer people said they had not received their documentation within the specified time.

Insurance services Members badge

Advanced direcctory listing REPs journal

Business referral cards

Online CPD up-skilling for special populations REPs conventions

Registration certificate/card Online training portal Information leaflets

Legal advice helpline (provided by insurers) REPs ezine

Members stamp (members logo) CPD booklet Posters

PT logbook Car Sticker

0% Base: All members 16 N=535

26% 25% 25%

21% 21% 21% 20% 19% 18%

15%

13% 12% 11% 11%

10%

21% 20% 21%

20% 30% 40% 50% 60% 70% 80% 90% 100% Figure 1: Rating of REPs member services 20% 46% 36% 31%

27% 27%

29% 29% 28% 30%

28% 26% 24% 33% 34% 34%

This year the membership fee increased to £27, but 7 in 10 still feel that the £27 fee is good value for money. The proportion of members who think this is not good value for money rose to nearly a quarter from 18% in 2010 but this is not surprising given the economic climate and the small increase in the fee. Nonetheless, members are staying with REPs for longer and longer.

Satisfaction with information, products and services Similar to last year, the REPs Journal is the most commonly used product. This is followed by insurance services (55%), REPs e-zine (55%) and the registration certificate/card (38%). Insurance

very good fairly good 23% ok fairly poor very poor

Established members also report the online re-registration process is better, 55% said it is very easy to use. Where difficulty (either not or not at all easy) is reported for re-registering it is mainly through an employer or over the telephone (both 14%, a 1%

The REPs Journal 2011;22(September):16-18