SURVEY

services were also one of the main reasons identified earlier for joining REPs.

In terms of importance to members, insurance services topped the list with nearly 8 out of 10 rating these either very or fairly important. The registration card and the REPs Journal followed closely behind. The legal helpline is also important to members, rated the third most important service provided, but this was rated less highly, with just less than half saying they thought this was good or very good.

Four services are reported as good (either very or fairly) by more than 60% of members: insurance services (69%), registration certificate/card (70%), the advanced directory listing (64%) and REPs journal (60%).

Although less than half of members considered that the advanced directory listing is important, it leaps into third place in the good or very good ratings. The advanced directory lists member contact details for a cost of £5 per annum. Only 1 in 10 members responding to the survey had used this service, indicating that those who do use it are very satisfied with it.

very satisfied

100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

0% 2011 2010 2009 providing a satisfactory answer 2011 2010 2009 good product knowledge Base: Members who had contacted REPs www.exerciseregister.org N=346 2011 2010 accuracy 2009 2011 2010 2009 professionalism Figure 2. Satisfaction with enquiry handling 17

11% 13%

32%

14% 8%

34% 41% 45% 44% 28% 44% 41% 26% fairly satisfied 15% 17% 37% 43% 46% 7%

fairly dissatisfied 6%

12% 10%

Last December we sent all members a REPs member badge (they are usually issued when members join) so we are pleased to see the large increase in awareness of the badge, making it the best known promotional product at 82% of respondents. Although only 4 in 10 thought the Member’s badge was a very or fairly important service, 7 in 10 thought it was either good or very good, the second highest score given to a product. This has resulted in a big jump in the number of members wearing their REPs badge, so thank you to all of you who are wearing your badges!

Another important area has been improving the customer service provided to you. Almost two thirds of members (64%) made contact with REPs in the past year mainly by telephone (72%). Queries were mainly about REPs status, registration, CPD and insurance. Overall, 7 in 10 respondents felt their query was dealt with to their satisfaction in 2011, slightly less than in 2010, whilst a quarter said it was not.

As we can see satisfaction with REPs handling of enquiries increased significantly between 2009 and 2010, and has remained pretty constant since then:

12% 16%

very dissatisfied 7%

14% 36%

6% 13% 16% 39% 45 % 43% 42% 28% 47% 47% 37% 36%

12%

8% 9%

6% 10%

13% 14%

41%

32%