User Survey Performance Criteria

The Central Accounting Unit Customer Survey 2000
The Results

This document was created in July 2001

Performance Criteria

6 & 7)

For question 6, seven performance criteria were listed and we asked how important these were to our customers. Question 7 then asked for these criteria to be rated as to CAUs performance. This would indicate whether the criteria CAU thought were priorities were in fact the same as those considered priorities by our customers.

A problem encountered after collating the responses to this question was that not all respondents answered all parts of the questions. Despite this, there was clearly a relationship between the criteria rated as important and the standard of service received from CAU. For example, on Accuracy, 9% rated it as important and 88% rated it as very important. On the satisfaction rating 57% rate it as good and 18% rate it as very good. A clear trend that became apparent, (shown in the graphs), revealed that most respondents rated each criterion as important (4) and the majority rated the satisfaction as good (4). It is also clear that there is room for improvement but no major problems are apparent.

8) HOW DOES POOR PERFORMANCE IN MEETING THE ABOVE CRITERIA AFFECT YOUR BUSINESS?

The aim of this question was to examine the effect on our customers business by CAU not meeting their expectations in each performance criterion. 40% of respondents made comments, summarised below:

RELIABILITY

A number of respondents raised the issue of inconsistency in circumstances when statements are faxed as opposed to being sent in the post, and a fixed policy was requested. This will be reviewed as a result of this survey.

SPEED OF CHEQUE TURNROUND & DELIVERY ON TIME

These two criteria are related as the majority of respondents discussed the importance of cheques arriving on time. Some respondents commented on the fact that it took ten working days to receive a cheque. This is a key target and cheque turnaround should be no more than four working days. The majority of payments that are not actioned within this time scale are normally due to there being insufficient funds or a problem outside CAUs control. The payments section is audited to ensure that they are complying with the target.

It was apparent that delays in receiving cheques reflect badly on the IPs, as creditors do not understand how CAU works. Many respondents stated that they also have performance targets they are expected to meet. Therefore if our targets are not met, neither is theirs.

ACCURACY

Accuracy is of utmost importance to our customers. Examples include:-

i) Posting of receipts to suspense accounts or joint estates. These are sometimes actioned incorrectly resulting in the IP having to write to CAU requesting the transfer of the funds to the correct account.

ii) The relationsh
ip between CAU and ORs. The main concern expressed was regarding incorrect case name details being input on the system, where a number of respondents felt that they had been passed from CAU to the relevant OR and back again.

iii) Interest on case closure. Incorrectly calculated interest on case closure leading to further reconciliation work before the case can be closed was also a concern. Incorrectly dated dividend cheques can also lead to the same problem.

iv) Backdating postings onto estates. This leads to problems when reconciling accounts. It was requested by a number of respondents that statements should be sent out when any action is done on the estates, especially when interest has been re-calculated. Another issue raised was that statement requests on cheque requisiton forms often seem to be ignored.

Other factors such as bureaucracy, responsiveness and approachability or lack of them were not directly mentioned. The overall impression is that there are occasional problems affecting their business and these will be investigated as a result of the survey.

Customer Survey Contents

[INTRODUCTION] [GENERAL CONTEXT] [PERFORMANCE CRITERIA] [CAU FUNCTIONS] [SATISFACTION WITH STANDARD FORMS] [EXCHANGE VISITS] [BI-ANNUAL STATEMENTS] [IMPROVED SERVICES] [COMPLAINTS (& Complaints Procedure)] [GENERAL COMMENTS] [ANNEX A – Action Plan]

[IP Banking Home]
[General Information] [Organisation] [Contacts] [Telephone List] [IP Banking User Guide] [BACS] [IP Banking User Group]
[IP Banking Customer Survey Results] [Frequently Asked Questions] [Table of Fees] [Statement Request]
[General Request]