CVS – Warwick
District (CVS) aims to provide its members, organisations
and individuals with the best possible service. CVS has a
policy of striving for excellence and continuous improvement.
It is therefore essential that CVS gains feedback, positive
or negative, from all of its customers, partners and staff.
This policy describes:
- A standardised
method for providing feedback on CVS services
- What will happen
to feedback
- How CVS will
deal with suggestions
- How you can
find out about the feedback CVS has received
- How you can
comment on this policy.
If you have a formal complaint against CVS please refer to
the separate Complaints Procedure.
Feedback
Individual projects within CVS collect feedback after specific
events, for example:
- Evaluation forms
are issued after training events
- Evaluation
forms are given to New Deal participants and host organisations
after a work experience placement
- Regular feedback
is requested on the CVS newsletter – Know How
- A customer satisfaction
survey is completed for users of the Transport Scheme
- Volunteering
development services are evaluated regularly
This form of evaluation is available to those that have used
a CVS service, and only occurs at specific times. CVS has
therefore devised a standardised, general feedback procedure
that can be used at any time.
Appendix A shows a copy of the CVS Feedback Form. The form
provides a standard format for comments or suggestions about
CVS or its staff. This form is included with all CVS literature,
at all CVS events and is available from the CVS offices. The
form will be made available on the CVS website and can be
completed on-line or e-mailed to CVS. All staff will have
a supply of the Feedback Form and are able to take comments
or suggestions by telephone.
All CVS staff will be trained in the importance of customer
feedback and handling comments and suggestions discreetly.
Wherever possible, CVS staff will be empowered to make changes
to systems in response to suggestions or comments. When appropriate,
arrangements will be made to inform the customer of any action
taken as a result of their comments.
What happens to your feedback?
Feedback, comments and suggestions will be collected on the
CVS Feedback Form and held centrally by the member of staff
responsible for customer service issues, Stephen Nightingale.
The Feedback Form will also be attached to details of any
immediate action taken by CVS staff to act on the feedback.
Every 6 months, a Customer Service Group will convene to
analyse all feedback received on CVS during this period. This
Group will be made up of:
- The CVS staff
member responsible for customer service, Stephen Nightingale
- A range of
3 other CVS staff from across the organisation
- A member of
the Board of Trustees
- Up to 2 customers,
partners or individuals will also be invited (usually from
the list of those making comments or suggestions)
The group will be tasked with discussing the feedback received
and producing recommendations for change within CVS. These
recommendations will then be passed to the next meeting of
the Board of Trustees for consideration. The customer service
representative will pass these on in report form.
The Customer Service group will also seek to co-ordinate,
streamline, influence and standardise individual project evaluation
to meet the needs of the wider organisation.
Where is your feedback published?
Summary reports of feedback received and action taken will
be published every year in the CVS Annual Review and 6-monthly
in the CVS newsletter, Know How. The
6-monthly report will also be made available separately from
CVS in paper form, by
e-mail and on the CVS website. Personal details of those providing
feedback or complaints will not be divulged.
How to comment on this procedure?
In order to ensure that appropriate feedback is obtained from
customers, partners and individuals, it is essential that
this procedure is appropriate. There is space provided to
comment on the feedback method on the Feedback Form, but the
entire form could be used to comment on the feedback procedure.
The Customer
Service Group described above will consider this feedback
at their
6-monthly meetings and are empowered to suggest changes to
the policy as required. The Group will also consider the effectiveness
of the policy in soliciting feedback, e.g. if very little
feedback is received, they will suggest appropriate changes
to the policy.
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