Customer satisfaction is vital to how the Disclosure and Barring Service (DBS) approaches the services it offers the public. When making any decisions, DBS will always consider the customer experience as one of its main priorities.
In order to help DBS prioritise customer needs, it has launched an updated Customer Satisfaction Survey intended to collect feedback from customers, to understand the level of satisfaction that customers feel with the services it provides, and to identify any possible areas for improvement.
The survey is intended for customers who have used Disclosure services to obtain a DBS certificate, and/or have contacted DBS Customer Services for support.
The survey will take around 5 minutes to complete and is anonymous. It consists of a series of multiple-choice questions, with the option to add more context to customer's answers if required. The survey is available in both English and Welsh.
DBS is interested in hearing from customers of all backgrounds and characteristics. The survey includes an additional section for customers who used any of DBS' accessibility provisions to share their experiences, as well as an optional section at the end of the survey to anonymously collect diversity information.
Customers who use DBS' accessibility provisions are being urged to fill in and provide feedback to these sections, so that DBS can use this information to make improvements for customers going forward.
The Customer Satisfaction Survey will be key in identifying areas where DBS is excelling, to ensure that its high standards are maintained, as well as identifying areas where DBS may need to improve, so it can allocate resources to these areas.
Providing feedback is an important part of affecting change. If you feel any part of your experience with DBS could have been improved upon, DBS would like to hear about it. Similarly, DBS would also be interested to hear customer's positive experiences, as this will provide important insight into which processes are working well for our customers.
DBS Head of Customer Services, Brian McGuinness, stated:
"Feedback is vital to the work we do. Our customers are the ones with first-hand experience of accessing our services, so it is crucial that we give them a platform to share their views. When our customers share feedback with us, it gives us an important opportunity to listen and learn. I would encourage all of our customers to take just 5 minutes of their time to answer the survey and play a key role in improving DBS services going forward."
You can take the survey now by selecting the following link: DBS Customer Satisfaction Survey.
