Case Study - Cats Protection

Customer Survey

Cats Protection has grown to become the UK's leading feline welfare charity. They help more than 230,000 cats and kittens every year through a network of over 250 volunteer-run branches, 29 adoption centres and a homing centre.

They provide an array of cat care information via publications, website and a Helpline, promote the benefits of neutering to prevent unwanted litters from being born and becoming the abandoned cats of tomorrow, and seek to educate people of all ages about cats and their care.

Why is the telephone survey service important to your organisation?

"To help monitor advisors' performance and to help improve overall call quality. Also to find out if we are providing a service the public are happy with and what could be improved."

How will the X-on service help?

"By being able to see callers' opinions, such as if they felt their call was handled quickly or not, it will help us measure our staffing levels. In areas where negative comments are left we will be able to look at ways to improve in these areas."

How easy is the service to use?

"Very."

Do you think the service is value for money?

"Yes."

How have you utilised the statistics and have you found the feedback to be useful?

"The feedback is very useful and we will be working from these statistics to help improve call quality. Being able to receive audio comments is also very interesting as it allows the caller to say exactly what they are thinking."

What would you say has been the take-up rate so far?

"40%."

How would you describe your experience in dealing X-on?

"Good."

Would you recommend this service and X-on to others?

"Yes."

Cats Protection
www.cats.org.uk