Final business plan: 2010-15

No 1)

Frequency of contact

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 2)

Problem resolution

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 3)

Timely provision of information

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 4)

Working in partnership with you

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 5)

Taking agreed actions

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 6)

Professionalism

• 1 = Service is not acceptable
• 2 = Service is fair and below expectations
• 3 = Service is satisfactory and meets expectations
• 4 = Service is good and better than expectations
• 5 = Service is excellent and exceeds expectations

No 1)

Gender

• A - Male
• B - Female

No 2)

Age

• A - 15 or under
• B - 16 - 24
• C - 25 - 34
• D - 35 - 44
• E - Over 45

No 3)

Have you always been aware that putting fat, oil or grease down your sink could cause your pipes to become blocked?

• A - Yes
• B - No

No 4)

Prior to our campaign, did you think that putting baby wipes, make-up wipes, cotton buds, sanitary items or nappies down your toilet could cause your toilet to become blocked?

• A - Yes
• B - No

No 5)

Before you heard about our campaign, did you realise the extent of the damage you could cause to your home by putting items like fats, oil, grease, nappies, wipes etc down your sinks and toilets?

• A - Yes
• B - No

No 1)

Company name

No 2)

Name

No 3)

Thinking about the level of service we provide how would you rate your satisfaction?

• 1 - Very dissatisfied
• 2 - Dissatisfied
• 3 - Neither satisfied or dissatisfied
• 4 - Satisfied
• 5 - Very satisfied

No 4)

Please explain the reasons for your previous answer

No 1)

Please enter your name and email

No 2)

Mince pie and Christmas cake crumbs are a great source of food for birds, though on average, how many mince pies does the average person consume during the Christmas period?

• 10
• 20
• 27
• 3

No 3)

Yorkshire folk love their turkeys! But approximately how many turkeys are eaten each Christmas?

• Fifteen million
• Five million
• One million
• Ten million

No 1)

Name

No 2)

Address

No 3)

What is your age bracket?

• A - 18 - 29
• B - 30 - 44
• C - 45 - 59
• D - 60 - 74
• E - 75 - 89

No 4)

Where do you holiday?

• A - The UK
• B - Abroad
• C - Both

No 5)

How many days does a typical holiday consist of for you?

No 6)

Have you reduced the length of your holidays in recent years?

• A - Yes
• B - No

No 7)

If so, why?

No 8)

Have you ever been to the Yorkshire coast/seaside?

• A - Yes
• B - No

No 9)

Have you ever been to the seaside in England?

• A - Yes
• B - No

No 1)

Which of the following prompted you to visit our website to find out more about our Wrap Up campaign?

• Billboard advert
• Email
• HomeServe insert
• Insert with bill
• Message on a van
• Message on your bill
• Online advert (i.e. Google, Yorkshire Post, Bing,
• Radio advert
• Social media (Facebook, Twitter, YouTube)
• Something in the newspaper
• Something in the post (not with bill)
• Something on TV
• Text message

No 1)

Why did you visit our Contact us page?

No 2)

What did you do first when you visited our contact us page?

• Asked your virtual agent a question
• Found out more about your Helping Hands services
• Looked for a telephone number
• Looked for information relating to an incident
• Nominated a colleague for a WOW Award
• Watched one of your help videos

No 3)

Did you get what you wanted from this page?

• Don't know
• No
• Yes

No 1)

What do you think of the site?

• a. Excellent
• b. Very Good
• c. Good
• d. Average
• e. Poor
• f. Very Poor

No 2)

b. Did you find what you were looking for?

• a. Yes
• b. Yes, but with some difficulty
• c. No

No 1)

What do you think of the website?

• 1. Excellent
• 2. Very Good
• 3. Good
• 4. Average
• 5. Poor
• 6. Very Poor

No 2)

Have you found it easy to navigate?

• 1. Yes
• 2. It's adequate
• 3. No

No 1)

what do you think?

No 2)

As above

• Bad
• Good
• Ugly

No 1)

Gender?

• A - Male
• B - Female

No 2)

Age?

• 15 or under
• 16 - 24
• 25 - 34
• 35 - 44
• Over 45

No 3)

Which of the following items do you think are okay to flush down the toilet?

• A - Cotton Buds
• B - Makeup/baby wipes
• C - Nappies
• E - Sanitary products
• F - None of the above

No 4)

Do you put fat, oil, grease or food waste down your sink?

• A- Yes
• B - No

No 1)

what is the Worlds fattest bird

• Chicken

No 1)

Where did you see or hear about our Wrap Up campaign?

• Billboard advert
• Email
• HomeServe insert
• Insert with bill
• Message on a van
• Message on your bill
• Newspaper article
• Online advert (Google, Y. Post, Facebook)
• Other (i.e. found on website)
• Outdoor poster (non billboard)
• Post (i.e. letter, door drop)
• Radio advert
• Radio interview
• Social media (Facebook, Twitter, YouTube)
• Television (local news)
• Text message