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Partial data capture

Questions marked with an * are required
 
 
1. Thinking back to your first call into our helpline, what/who prompted you to make that call?
Please choose the option most appropriate to you.
 
My creditor/s insisted I speak to you
 
My friends/family encouraged me to call you
 
I was referred to you by another organisation/person
 
I realised on my own that I need your help with my debt situation
 
Other- please explain
 
 
2. To what extent do you agree that the helpline advisor....
Disagree strongly Disagree slightly Neither agree or disagree Agree slightly Agree strongly
* a) put you at ease?
* b) made you feel comfortable in being able to ask questions?
* c) was knowledgeable about the advice they gave you?
* d) listened to you to gain a full understanding of your situation?
 
 
 
* 3. Do you intend to call back to our helpline and arrange a counselling session?
 
Yes
 
No
 
 
 
* 4. What is it that has prevented you from getting a counselling session arranged?
Please select all the options that reflect your situation.
 
I am gathering more accurate information
 
I am not entirely sure what the next steps are
 
I've lost your contact details
 
I feel anxious about making the call
 
I am waiting for you to call me
 
I haven't had the time to call you yet
 
I simply forgot
 
I have been waiting to see if my situation improves
 
I've tried calling you again but can't get through
 
Other- please explain
 
 
 
5. Please tell me more.
   
 
 
 
* 6. Why do you not intend calling back? Please choose as many options as are appropriate to you.
 
I am using your on-line service (debt remedy)
 
I've already got everything I need from you
 
My situation has been resolved
 
I don't agree with the advice I was given
 
I am unclear as to how a counselling session will help me
 
Your service isn't what I thought it was
 
You can’t help me
 
I didn’t like the service I received
 
Other-please explain

 
 
 
7. Please tell me more.
   
 
 
8. To what extent do you agree....?
Disagree strongly Disagree slightly
Neither agree or disagree
Agree slightly Agree strongly
* You were happy with the length of time it took you to get through to an advisor
* It was easy and quick for you to get the advice you needed
 
 
 
* 9. Have you found another organisation that has been more helpful with your debt situation?
 
Yes
 
No
 
 
 
10. Who was this and what was it about them that you found more helpful?
   
 
 
 
* 11. Taking everything into account, how would you rate the overall service provided by CCCS?
 
Very Poor
 
Poor
 
Fair
 
Very Good
 
Excellent
 
 
 
* 12. How likely would you be to recommend the service of CCCS to others in your situation?
 
Not at all likely
 
Not very likely
 
Quite likely
 
Very likely
 
 
 
13. Please use the space below to tell us how we could improve our service.