Service User Satisfaction Feedback 2023

SEND And You’s August topic is a spotlight on feedback to our service from our annual Service User Satisfaction Survey (2023).

Annually, we promote our service user satisfaction survey and use this information to reflect on and improve our service.

SEND And You’s August topic is a spotlight on feedback to our service from our annual Service User Satisfaction Survey (2023).

94% of our survey respondents are likely or extremely likely to recommend the service to others.

97% of our survey respondents said we were neutral, fair and unbiased.

88% of our survey respondents said it was easy or very easy to get hold of us.
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95% of survey respondents said they found the help they received helpful or very helpful.
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84% of our survey respondents said that we responded quickly. 

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We asked people for their feedback on our service, and any comments that they wanted to leave us:

SEND and You always listened to you concerns and give advice to support you which made me feel less worried at the end of the call.

We asked people for their feedback on our service, and any comments that they wanted to leave us:

Excellent service, very friendly approachable staff.

We asked people for their feedback on our service, and any comments that they wanted to leave us:

Just generally it comes across as unbiased service helpful and informative and I feel like when I speak to SAY I am not rushed am being listened to.

⁠We asked people for their feedback on our service, and any comments that they wanted to leave us:
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Just a thank you for empowering parents through the information you provide to make informed decisions for our children. 

You said, We Did –

You said – Sometimes it would be good to be called back more quickly.

We Did – We are developing bookable slots for a call back to try and do this more effectively as the demand for our service continues to grow. We are also allocating twilight time for some call-backs.  

You said, We Did –

You said – it would be better to have more opportunities to speak to an advisor.

We Did – We are working to make this more accessible by developing bookable slots for a 30–minute call back from one of our trained advisors.  

You said, We Did –

You said – It would be good if we had more capacity to attend meetings.

We Did – Unfortunately, we will never have the capacity to be able to attend all meetings that we are asked about. We will always work with you to help you to prepare for a meeting and we have also recruited and trained a number of Law student volunteers who can attend meetings to offer support. 

You said, We Did –

You said – Sometimes specific SEND terms are used that can be difficult to understand.

We Did – We have a glossary of key terms available on our website. We have made this easier to find and signposted to it more clearly.  

You said, We Did –

You said – There are lots of good resources on the website, but they are not always easy to find.

We Did – We have made a plan to rearrange the website and make things easier to find using a Question and Answer format.