Customer satisfaction survey 2024

AiB conducted a customer satisfaction survey in late 2024. The purpose of the survey was to determine whether the flexible working pilot impacted our daily operations and overall customer experience since its introduction in April 2024. 

Respondents were requested via email to fill out an online questionnaire on several topics including: 

• contact with AiB in the last 12 months 
• interaction with case management systems and website 
• use of guidance and forms
• general feedback

Autonomy, the independent consultants appointed by the Scottish Government to assess the effectiveness of the pilot, carried out this survey. It was developed as part of the ongoing pilot feedback, at no extra cost to AiB. This also ensured impartiality in the collation and recording of results.

The survey ran from 10 October until 29 November 2024 and received 328 responses. Responses were received from the following groupings:  

• 227 persons currently or previously in a debt solution 
• 19 creditors 
• 36 money advisers
• 9 insolvency practitioners
• 37 other

The other category included solicitors, housing, developers and consultants.

Respondents were given the option to skip sections not relevant to them. This means that the total number of respondents and corresponding percentage of respondents will vary across the report.

The customer experience across all communications channels scored 80% and above over the last 12 months. Over 90% of those who contacted AiB via email and telephone were satisfied or highly satisfied with the way their query was dealt with.

Email

The preferred way to communicate is via email, with 95 respondents using this as their communication method.

• 90% of the 95 who contacted by e-mail were satisfied or greater with the service they received
• 97% of those responses were replied to within 20 days
• nearly all those who emailed were satisfied with the response they received and were responded to within the agreed timescales
• 93% for urgent responses being acknowledged within two days
• no feedback has been received that indicates failure to respond to any queries raised

Telephone

• 62 respondents communicated via telephone and nearly all had their call answered promptly
• 90% of the 62 who made contact by telephone were satisfied or greater with the quality and speed of the service

Face to face

• there has been minimal face to face contact with only 4 reporting a visit to the office

Feedback 

• 20 working days for a response may be unreasonable under tight timescales or time sensitive processes
• receiving an email copy of the letters being issued helps speed up the process

Website and case management system interaction is covered later in the summary. 

Report findings have demonstrated that the current flexible working pilot has had no direct impact on the service provided over the past 12 months.

• 129 contacted AiB recently with 95% of respondents getting the answer they were looking for and the remaining 5% were case specific examples
• 87% of 117 respondents rated the service AiB provides as four or five stars out of five
• almost all respondents got the answer they were looking for following initial contact
• all queries were responded to within timescales

Respondents rated empathy, clear communications and knowledgeable staff as the highest factors in their experience with AiB. 

Satisfaction scores were positive across all AiB systems. 

eDEN

Based on 118 respondents, 92% were more or less satisfied or greater with eDEN.

BASYS

Based on 31 respondents, 94% were more or less satisfied or greater with BASYS. 

ASTRA

Based on 15 respondents, 93% were more or less satisfied or greater with ASTRA. 

Other systems

Satisfaction rates with the ROI (34 respondents) and DAS register (50 respondents) were both greater than 97%.

Feedback 

• ease of access and uploading documents were ranked very high
• making the systems easier to view on mobile devices and linking systems to reciprocal systems like Advice Pro would be greatly beneficial and reduce duplication of work

Individual comments and suggestions on system improvements have been submitted to the Digital Transformation team for future consideration. 

Feedback indicates that AiB forms and guidance are fit for purpose. 

From 55 responses, 88% were satisfied or greater with the information contained in the guide with most respondents able to find the information they were looking for.

A very high number of respondents also found the information easy to read and understand.

The most used guides and forms were focused around individuals entering a debt solution. This included the Debt Advice and Information Package, bankruptcy Debtor’s Guide and bankruptcy application form.

Free text feedback included:

• Notes for Guidance could be condensed and easier to read
• Forms and guidance previously housed on the old website is no longer available. 

Feedback has been distributed to the relevant teams for consideration. 

Following the new website launch in January 2024, feedback suggests that users are adapting to the new layout and style of presenting information.

Of the 109 who responded to the question, 80% were able to find the information they were looking for with 73% satisfied or greater with the website, citing an ease of use and navigation.

Other feedback focused on the sections not available on the new site compared to the previous version. These comments have been taken forward by AiB Communications team as part of the website review process.

As part of the survey, users were encouraged to sign up to the AiB mailing list with 528 additional subscribers signing up since the survey started.

Feedback from the survey shows that stakeholders are having a positive experience with AiB. Results also demonstrate that we continue to meet our response targets throughout the flexible working pilot.

Both the website and systems feedback highlight their effectiveness and where improvements could be made in the future.

At the end of the survey, respondents were asked if they would like to participate in future initiatives. 123 of the 328 respondents agreed to take part in future working groups including a lived experience group. 

Action 1

Respondents were invited to leave their contact details if they wanted to be involved in the following:

• organisational training
• online system sign up
• lived experience group participation 
• stakeholder committee member

Those who responded have since been contacted and details forwarded on to the relevant departments within AiB to take further.

Action 2

A review of our response timescales including written responses to improve efficiency.

Action 3

Suggestions on how to improve AiB case management systems has been forwarded to the Digital Transformation team for consideration.

Action 4

Feedback about content and the functionality of the website will be taken forward as part of the upcoming website review.

Action 5

Recommendation that we run a customer experience survey and evaluation on a 2-3 year basis, with a stronger emphasis on the professional debt sector given their involvement in our services.