FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
Document Title: User Satisfaction Survey & Measurement Process for
Implementation
Document Summary: Provides a format for the User Satisfaction Survey and
description of the measurement processes.
Author: Jacqui McNeice
Authority: Graham Katon
Reference: NHIT/ACC/002
Comments to: Jacqui McNeice
Distribution
POCL ICL Pathway
Graham Katon Pam Barlow
Andy Jones Bob McDermot
Barry Evans Rom Zbieranowski
Martin O’Toole
Steve Grayston
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Fu
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
Table of Contents
1. INTRODUCTION...
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. SCOPE.
. DISTRIBUTION.
. SCOPE OF QUESTIONNAIRE.
. RESULT ANALYSIS.
. CONTINGENCY ARRANGEMENTS.
PARTICIPANTS.
APPLICATION OF RESULTS..........000005
TIMESCALES.
APPENDIX I - EXAMPLE QUESTIONNAIRE...
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FUJ00058498
}J00058498
FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version:1.0
Date:25 June 1999
0. DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version No. Reason for Change Date of
Change
0.1 First draft 13/05/99
0.2 Updated with comments received 28/05/99
03 Updated with comments received 04/06/99
1.0 Final version for sign off 25/05/99
0.2. APPROVAL AUTHORITIES
Name Position Signature Date
Graham Katon Horizon Implementation
POCL Development & Trial Manager
Rom Zbieranowski Implementation Field Manager
ICL Pathway
0.2 ASSOCIATED DOCUMENTS
Reference Vers Date Title Source
1 IM/ACS/005 2.0 21/12/98 Rollout Acceptance ICL Pathway
Specification
2 NHIT/ACC/001 0.1 7/5/99 Site Reviews for Contractual © POCL
Acceptance
0.3 ABBREVIATIONS
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POCL
5.
FUJ00058498
FUJ00058498
User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
INTRODUCTION
Requirement 945 in the Rollout Acceptance Specification states that a quality survey
shall be carried out by POCL to measure user satisfaction with the implementation
process. The requirement criterion specifies that the questionnaire will seek feedback
on the following events:- site survey, re-survey, modifications, preparations and
installation.
SCOPE
This document aims to provide an agreed basis for the format of the user satisfaction
questionnaire and the measurement process to be employed. The approach to be
taken and the format/content of the quality survey shall be agreed by POCL
and ICL Pathway.
DISTRIBUTION
The survey documentation will be sent out by a member of the Implementation Team
by first class post. The distribution will include a reply paid envelope for completed
questionnaires. A timetable of activity can be found in section 7.
PARTICIPANTS
The questionnaire will be sent to all offices in the Live Trial (except the offices
upgraded to NR2 from Ic) following installation of and migration to NR2.
SCOPE OF QUESTIONNAIRE
The questionnaire will contain the following questions:-
Survey
Was the disruption to your office kept to a minimum Yes/No
Was the surveyor polite to you and your staff Yes/No
Was the work completed as agreed Yes/No
Overall how satisfied were you with the service from I Fully/ Quite/ not very/
your surveyor not at all
Re-survey (if applicable)
Was the disruption to your office kept to a minimum Yes/No
Was the surveyor polite to you and your staff Yes/No
Was the work completed as agreed Yes/No
Overall how satisfied were you with the service from I Fully/ Quite/ not very/
your surveyor not at all
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POCL
User Satisfaction Survey & Measurement
Process for Implementation
Ref:NHIT/ACC/002
Version:1.0
Date:25 June 1999
FUJ00058498
FUJ00058498
Modifications (if applicable)
Was the disruption to your office kept to a minimum Yes/No
Were the team polite to you and your staff Yes/No
Was the work completed as agreed Yes/No
Overall how satisfied were you with the service from
the modification team
Fully/ Quite/ not very/
not at all
Preparations
Was the disruption to your office kept to a minimum Yes/No
Were the team polite to you and your staff Yes/No
Was the work completed as agreed Yes/No
Overall how satisfied were you with the service from
the preparation team
Fully/ Quite/ not very/
not at all
Installation
Was the disruption to your office kept to a minimum Yes/No
Were the team polite to you and your staff Yes/No
Was the work completed as agreed Yes/No
Overall how satisfied were you with the service from
the installation team
Fully/ Quite/ not very/
not at all
General
Do you have any further comments you wish to make
about any of the activities covered by this
questionnaire?
RESULT ANALYSIS
Returned questionnaires will be analysed by Research Services. The feedback will be
summarised to show the number and percentage of people who have responded at
each level for each question.
For the satisfaction questions, the percentage
satisfaction will be calculated as the percentage of people responding to a question
who score it as scoring fully or quite satisfied.
A high level summary report of the results will be supplied to the Horizon Acceptance
Test Manager at the end of the report period.
The Horizon Acceptance Test Manager will provide the ICL Pathway Acceptance
Test Manager with the results of the survey.
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FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
6. APPLICATION OF RESULTS
The results of the User Satisfaction Survey will be used as a measure of Contractual
Acceptance against requirement 945 of the Implementation D - Rollout
Specifications.
In addition the results may also be used by POCL for other internal reporting
purposes.
7. TIMESCALES
Despatch -Questionnaires will be despatched to participating outlets in the week
following the equipment installation week for that office. The last installation is
planned for 28 May however this may change if installation dates are re-scheduled.
Reply - Outlets will have one week to complete and return the questionnaires.
Questionnaires received after this time will not be included in the result report
although their replies and comments will be noted.
Results - Research Services will produce a high level report of their findings one week
after the cut off for replies.
\Activity [Days (Actual dates*
Last despatch IDay I 1 June 1999
Last reply required IDay 7 7 June 1999
Research Services report issued IDay 14 14 June 1999
© Actual dates may be subject to change if installation dates are re-schedules.
8. CONTINGENCY ARRANGEMENTS
In the event that the number of replies received falls below the number required to
produce a representative sample POCL will seek further guidance from Post Office
Consulting Research Services.
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FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
9. APPENDIX 1 - EXAMPLE QUESTIONNAIRE
Horizon Implementation Feedback
The Horizon Implementation team are making every effort to work closely with you
and to introduce Horizon as effectively as possible. We value your feedback to allow
us to improve our services.
We realise that during the Horizon live trial, you will be asked to provide a lot of
feedback, but would ask you to bear with this, to ensure that the business has as
much information about the effectiveness of the trial as possible.
Could you please spend a couple of minutes filling in this feedback form about the
service you have received during implementation at your office.
Please return this form in the envelope provided to Research Services, 2™ Floor, 20-
23 Greville St, LONDON, EC1B 1HF by 7 June.
Survey of your post office
Yes No Don't
know
1. Was the disruption to your office kept toa * * *
minimum?
2. Was the surveyor polite to you and your staff? * * *
3. Was the work completed as agreed? * * *
4, Overall how satisfied were you with the service from the surveyor?
Fully satisfied Quite satisfied Not very Not at all Don’t know
satisfied satisfied
* * * * *
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POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
8.
F
Process for Implementation Version: 1.0
Date:25 June 1999
Re-Survey of your post office (second survey)
FUJ00058498
FUJ00058498
Please fill in this section if your office was re-surveyed, otherwise please go on to
Modifications
Yes No Don't
know
Was the disruption to your office kept toa * * *
minimum?
Was the surveyor polite to you and your staff? * * *
Was the work completed as agreed? * * *
Overall how satisfied were you with the service from the surveyor?
ully satisfied Quite satisfied I Not very Not at all Don’t know
satisfied satisfied
* * * * *
Modification of your post office (ie. changes to your screen/ carpentry work
carried out)
Please fill in this section if your office has been modified, otherwise please go on
to Preparation
Yes No Don’t
know
9. Was the disruption to your office kept toa * * *
minimum?
10. Were the team polite to you and your staff? * * *
11. Was the work completed as agreed? * * *
12. Overall how satisfied were you with the service from the modification team?
Fully satisfied Quite satisfied Not very Not at all Don’t know
satisfied satisfied
* * * * *
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FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
Preparation of your post office (cabling installation)
Yes No Don't
know
13. Was the disruption to your office kept toa * * *
minimum?
14. Were the team polite to you and your staff? * * *
15. Was the work completed as agreed? * * *
16. Overall how satisfied were you with the service from the preparation team?
Fully satisfied Quite satisfied I Not very Not at all Don’t know
satisfied satisfied
* * * * *
Installation of kit (Actual siting of the equipment in the outlet and initialisation)
Yes No Don’t
know
17. Was the disruption to your office kept toa * * *
minimum?
18. Were the team polite to you and your staff? * * *
19. Was the work completed as agreed? * * *
20. Overall how satisfied were you with the service from the installation team?
Fully satisfied Quite satisfied Not very Not at all Don’t know
satisfied satisfied
* * * * *
21. Do you have any further comments about any of the activities covered by this
feedback form?
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FUJ00058498
FUJ00058498
POCL User Satisfaction Survey & Measurement Ref:NHIT/ACC/002
Process for Implementation Version: 1.0
Date:25 June 1999
Thank you for taking the time to complete this.
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