Survey results
In May 2021, we issued a survey to users of our Lifeline service to find out how satisfied they are with the service.
The survey received a total of 170 responses, of which 168 were paper responses and 2 online responses. This provided us with a total response rate of 30%.
| Question | No reply | Very good | Good | Satisfactory | Poor | Not applicable |
|---|---|---|---|---|---|---|
| How satisfied are you with the way in which your initial request for Lifeline service was dealt with? | 2 (1%) | 121 (71%) | 33 (19%) | 5 (3%) | 0 | 9 (5%) |
| How satisfied are you with the way in which your Lifeline equipment was installed? | 1 (1%) | 125 (74%) | 30 (18%) | 6 (4%) | 0 | 8 (5%) |
| How satisfied are you with the Mobile Warden from the Lifeline service? | 0 (0%) | 156 (92%) | 10 (6%) | 3 (2%) | 0 | 1 (1%) |
| How satisfied are you with the Lifeline service providing you with reassurance and peace of mind 365 days of the year? | 2 (1%) | 139 (82%) | 26 (15%) | 2 (1%) | 0 | 1 (1%) |
| If you have activated the Lifeline unit, how satisfied are you with the speed that the emergency call was answered? | 13 (8%) | 92 (54%) | 21 (12%) | 4 (2%) | 1 (1%) | 39 (23%) |
| If you have activated the Lifeline unit, how satisfied are you with the assistance provided by our call centre operator, Ryecare? | 15 (9%) | 99 (58%) | 19 (11%) | 2 (1%) | 1 (1%) | 34 (20%) |
| Overall, how satisfied are you with the quality of the Lifeline service provided? | 3 (2%) | 137 (81%) | 25 (15%) | 3 (2%) | 1 (1%) | 1 (1%) |
Value for money
| Question | Yes | No | No reply |
|---|---|---|---|
| Do you think the Lifeline service is value for money? | 159 (94%) | 6 (3%) | 5 (3%) |