LPS Outbound

Page 1 of 3

Closes 1 Dec 2029

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Introduction

My name is XXXX. I am phoning from NI Direct Government Services in relation to a call you made yesterday at XX:XX to Land and Property Services. We’re conducting a short survey to identify ways to improve the service we provide. The survey call is recorded for quality purposes and all data is held anonymously. Would you be happy to complete the short survey?

1. What were you trying to achieve by calling Land and Property Services yesterday?
2. Do you feel that you were able to achieve ..... on the call you made yesterday?
3. 3 <If yes type N/A, skip this question> Can you tell me why you weren’t able to fully achieve xxx on the call you made yesterday?
4. When you called yesterday you would have initially spoken to a call handler and then you were transferred to a second call handler to help you. The following questions are specifically about the experience you had when transferred to the second call handler
5. 5. When you were transferred how satisfied, or dissatisfied, were you with how long you had to wait for your call to be answered?
6. 6 How satisfied, or dissatisfied, were you with the politeness and courtesy of the person you spoke to
7. 7 And, how satisfied, or dissatisfied, were you with the knowledge and professionalism displayed by the person you spoke to?
8. 8 Do you have any comments you would like to provide to Land and Property Services that would help them to improve the service they provide to you and other customers on the phone in the future?