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Government Procurement Service – Customer Survey

Government Procurement Service – Customer Survey. Quarter 3 Results 2012/13. Objectives. 2. Customer Survey – Wave 3 (2012/13). Ascertain which areas of service are most important to customers; Gather feedback on specific category / departmental performance;

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Government Procurement Service – Customer Survey

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  1. Government Procurement Service – Customer Survey Quarter 3 Results 2012/13

  2. Objectives 2 Customer Survey – Wave 3 (2012/13) • Ascertain which areas of service are most important to customers; • Gather feedback on specific category / departmental performance; • Identify customer perceptions of the service being provided; • Track performance over time; • Establish areas for potential improvement; and • Gauge overall satisfaction levels

  3. Methodology 3 • Conducted on a quarterly basis using a CATI and Online dual approach; • Online methodology utilised to capture the views of Central Government customers • CATI methodology utilised to capture the views of Wider Public Sector customers • All fieldwork for Q3 was conducted between 7th January and 1st February 2013 • A total of 334 surveys successfully completed in Q3 (breakdown overleaf) • All research complied fully within the Market Research Society (MRS) ethical Code of Conduct and in accordance with the definitive standards of IQCS (Interviewer Quality Control Scheme)

  4. All customers(Online & CATI)

  5. 5 Overall satisfaction – all customers Very satisfied / satisfied total…. 2012/13 Base: All respondents excluding don’t know Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

  6. 6 Improvement over past year – all customers Improved/stayed the same total …. Don’t know 2012/13 Base: All CG respondents and WPS respondents who have used GPS Q16a. Based on your experience, would you say that Government Procurement Service has improved what it does during the last year or so?

  7. Central Government Customer Satisfaction Measures(Online)

  8. 8 Satisfaction – Central Government services Very satisfied / satisfied total…. 77% 75% 70% 64% 71% Don’t know 5% 4% 6% 2% 10% Base: Central Government respondents that have used product/service Q15b.Thinking about your overall experience of the following, using the scale very satisfied, satisfied, not very satisfied and not at all satisfied, how satisfied are you with procuring the following ...

  9. 9 Satisfaction – Central Government services Very satisfied / satisfied total…. 65% 63% 71% 50% 48% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 9% 10% 11% 25% 16% Base: Central Government respondents that have used product/service Q15b.Thinking about your overall experience of the following, using the scale very satisfied, satisfied, not very satisfied and not at all satisfied, how satisfied are you with procuring the following ... *Caution – small base

  10. Central Government Customer Capability Measures(Online)

  11. Central Government – Capability Measures 11 Strongly agree / Agree… 35% 60% 37% 50% 48% 69% 35% 22% Base: CG respondents - Quarter 3 2012/2013 = 113

  12. Central Government Customer Improvement Measures(Online)

  13. Central Government – Improvement Measures 13 Strength/ satisfactory total… 68% 66% 69% 70% 66% 47% Base: CG respondents - Quarter 3 2012/2013 = 113

  14. Wider Public Sector Customer Satisfaction Measures(CATI)

  15. Satisfaction – Devolved Administrations 15 Very satisfied / satisfied total…. 96% 82% 84% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 0% 2% 4% 2012/13 Base : Devolved Admin WPS respondents – Quarter 3 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

  16. Satisfaction – Health 16 Very satisfied / satisfied total…. 84% 78% 78% Very satisfied Satisfied Not very satisfied Not at all satisfied 0% 0% 0% Don’t know 2012/13 Base : Health WPS respondents – Quarter 3 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

  17. Satisfaction – Local Authorities 17 88% 86% 92% Very satisfied / satisfied total…. Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 0% 0% 0% 2012/13 Base : Local Authority WPS respondents – Quarter 3 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

  18. Satisfaction – Emergency 18 Very satisfied / satisfied total…. 85% 95% 90% Very satisfied Satisfied Not very satisfied Not at all satisfied Don’t know 0% 0% 0% 2012/13 Base : Emergency WPS respondents – Quarter 3 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are … *Caution – small base

  19. Satisfaction – Education 19 Very satisfied / satisfied total…. 84% 88% 77% Very satisfied Satisfied Not very satisfied Not at all satisfied 2% 2% 0% Don’t know 2012/13 Base : Education WPS respondents – Quarter 3 2012/2013 Q4. Thinking about your overall experience of Government Procurement Service, would you say you are …

  20. Wider Public Sector Customer Capability Measures(CATI)

  21. Wider Public Sector – Capability Measures 21 Strongly agree / Agree… 65% 79% 50% 69% 59% 76% 34% 64% Base: WPS respondents - Quarter 3 2012/2013 = 221 except statement 5 which excluded Health Sector = 171 Q5 – Q12. To what extent do you agree or disagree that .....

  22. Wider Public Sector Customer Improvement Measures(CATI)

  23. Wider Public Sector – Improvement Measures 23 Strength/ satisfactory total… 90% 81% 74% 80% 68% 50% Base: WPS respondents - Quarter 3 2012/2013 = 221

  24. 24 Improvement over past year – Wider Public Sector Improved / stayed the same total …. 76% 85% 66% 78% 90% 75% Improved significantly Slightly improved Stayed the same Slightly worse Significantly worse 13% 13% 16% 13% 11% 9% Don’t know Base: WPS respondents - Quarter 3 2012/2013 who have used GPS Q16a. Based on your experience, would you say that Government Procurement Service has improved what it does during the last year or so? *Caution – small base

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