REPS SURVEY Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

8% 14% 34% 41% 44% 28% 2010 2009

Providing a satisfactory answer

41% 26% 2010 2009 Good product know ledge 2010 Accuracy

15% 17%

6% 10% 43% 46% 42%

12% 16%

6% 13% 39% 45% 47% 28% 2009 2010 32% 2009 Professionalism

Figure 3. Satisfaction with the way the query was dealt with Base: Members who had contacted REPs

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

5% 7%

31% 41% 58% 39% 2010 2009

Polite and friendly manner on the telephone

51% 2010

Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied 6%

10% 11%

8% 7%

35%

10% 10%

41% 10% 33% 37% 39% 2009 Clear and polite email / letter 50% 35% 2010 2009 Good customer service

Figure 4. Satisfaction with the manner of answering your query Base: Members who had contacted REPs

10% 20% 30% 40% 50% 60% 70%

0%

Members stamp (member logo)

Members badge Representation in trade journals / media

Information leaf lets Cardboard supporter boards

Base: all members who had awareness of at least one promotional product

Figure 5. Are you aware of the work that REPs has undertaken to raise public awareness?

CPD easier and more accessible. This is in addition to a need to continue progress in raising satisfaction to the highest levels and reduce dissatisfaction.

The Register is considered well promoted by 58% of members (very – 14% or fairly – 44%) whilst 36% think it is not well promoted (not very – 26% or not at all – 10%), this is similar to last year. This appears to be partly caused by a lack of awareness of some of the promotional work by REPs. Three-quarters of members (74%) were aware of at least one promotional product but only 62% of those were aware of the members stamp followed by the member’s badge (54%). Otherwise under half reported knowing about representation in the media, information leaflets, supporter boards and glass plaques.

There may also be low awareness of the products and services offered through membership which could be improved. The main product used is the REPs journal (67% of members) followed by insurance services (54%), registration certificate / card (47%) and

www.exerciseregister.org 17 Glass plaques THE AUTHOR

Liz joined SkillsActive in December 2004. Her research career started at the South East England Regional Development Agency (SEEDA) as a Research Assistant and continued

into the South East England Skills Research Unit – Skills Insight where she developed her expertise in labour market intelligence.

62% 54% 47% 46%

12% 16%

6% 10% 36% 41%

13% 14%

e-zine (41%). Otherwise between 12% and 28% of members are using the other services. Those who have used services identify the legal advice helpline as the most important and highly rated service, followed by insurance services, registration certificate/ card and members stamp. There are indications throughout the survey that CPD access and awareness can be improved. The lowest rated item in the registration pack by new members is information on CPD, only 57% think it is good (very or fairly) and 17% think it is poor (very or fairly). As seen earlier on, queries are received about CPD and respondents say it is the least easy to use aspect of the REPs website, notably updating CPD online.

13% 16%

Although response times have improved to queries and the majority of members are receiving their registration documentation within the 28 day standard there has been no improvement on last year in satisfaction. Where queries were not dealt with to a customer’s satisfaction (18% of members with queries) it commonly related to a slow response. No more than 75% of new members are satisfied (very or fairly) with the length of time taken to process each registration element. Feedback from members highlighted any delay in receiving registration and insurance impacts upon their work and therefore 28 days may be considered too long. In summary, significant improvements have been seen on last year but there is still scope for improving on current levels of satisfaction.

20% 9%

The next step Our job is to now work on these results and address the areas of concern. In the meantime if you would like to comment on these findings or have any other issues you would like to see raised let us know via info@exerciseregister.org. The full results from the survey will be published on the REPs website and the REPs team will be using them to form the basis of a Next Steps and Action Plan report.