We're determined to improve our service and act on feedback so we conduct research to understand what our customers think and spend time listening to what they have to say - visit out research pageto find out more and see the results.

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Please help us by answering some simple questions

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We'd like to know what you think

Please tell us how satisfied or dissatisfied you are with services your Account Manager provides in the following areas

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 7)

Account management

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 8)

In view of your responses, if there are any areas where your Account Manager has fallen below your expectations, please let us know how we could improve our service

No 9)

What else could we do to improve our services to you?

No 10)

Account Manager name

Andrew Pearson
Chriss Duffy
Colin Hallam
Diane Houlihan
Jeremy Lack
Kevin Barefoot
Lindsay Kaye
Stuart Gilmour
Sue Ritchie

No 11)

Company name

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We'd like to know what you think

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 6)

Has the information in our campaign prompted you to change your behaviour?

A - Yes
B - No

No 7)

Will you be ordering a FREE Fat Cake making kit?

A - Yes
B - No

No 8)

If you have any other feedback about the campaign or if you have any ideas about what could make it more successful please state them below

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We'd like to know what you think

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We'd like to know what you think

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 5)

Have you used our website within the last 12 months?

No
Yes (go to question 6)

No 6)

Why did you visit our website?

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Please help us by answering some simple questions

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We'd like to know what you think

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?

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 4)

Which Christmas bird do you believe has the highest percentage of calories as fat?

Chicken
Duck
Goose
Turkey

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We'd like to know what you think

Fill in your favourite coastline

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 10)

How many times have you been to an English coastal resort in the last 12 months?

No 11)

Have you ever swum in the sea at an English coastal resort?

A - Yes
B - No

No 12)

Have you ever stepped foot on an English pier?

A - Yes
B - No

No 13)

Have you ever built a sand castle?

A - Yes
B - No

No 14)

Have you ever tried candy floss?

A - Yes
B - No

No 15)

Have you ever eaten a stick of rock?

A - Yes
B - No

No 16)

Given the choice, which coastline most appeals to you out of the following?

A - Northumbrian
B - Cornish
C - Scottish
D - Welsh
E - Yorkshire
F - Kent
G - Lancashire
H - Devonshire
I - Sussex
J - Norfolk
K - Hampshire
L - Essex
M - Cumbria
N - Durham
O - Dorset
P - Bristol
Q - Merseyside
R - Lincolnshire

No 17)

What word or phrase comes to mind when you think of the Yorkshire coast?

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Where did your hear or see our Wrap Up campaign?

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We'd like to know what you think

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

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We'd like to know what you think

Thanks for taking the time to complete our survey. Please continue to read the advice on this page to help you fight the freeze this winter.

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Let us know what you think about our Contact us page

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We'd like to know what you think

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 4)

What did/will you do after visiting this page?

Called your contact centre
Continued browsing the website
Exited your website
Phoned one of the other contact numbers
Sent an equiry using your online form

No 5)

Please can you briefly explain why you gave the previous answer?

Submit >

We'd like to know what you think

Thanks for taking the time to complete our survey. Your views will really help us improve this page.

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We'd like to know what you think

Customer Site Satisfaction Survey

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 3)

Have you any suggestions for how the site could be improved?

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We'd like to know what you think

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We'd like to know what you think

Customer Website Feedback

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 3)

Have you any suggestions for how we can improve the site?

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We'd like to know what you think

Exit survey

No 1)

what do you think?

No 2)

As above

Bad
Good
Ugly

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Close >

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We'd like to know what you think

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 5)

Do you know that putting fats, oils or grease down the sink could cause your property to flood?

A - Yes
B - No

No 6)

If you were to recycle your used cooking fat, oil or grease what would make it easier for you to do this?

A device to soak up fat that can be recycled
A reusable container that you can pour your fat in
Collection bin provided by local council
None of the above

No 7)

Do you think manufacturers could highlight how to dispose of items clearer on their packaging?

A - Yes
B - No

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Please help us by answering some simple questions

take survey >

We'd like to know what you think

No 1)

what is the Worlds fattest bird

Chicken

Submit >

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Please let us know where you saw or heard about our Wrap Up campaign

take survey >

We'd like to know what you think

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

Submit >

We'd like to know what you think

Thanks for taking the time to complete our survey. Please continue to read our advice to help you fight the freeze this winter

Close >

Please answer two simple questions and help us improve our careers information

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We'd like to know what you think

No.1)

Do you find this new site easy and friendly to use?

Yes
No
I don't know

No.2)

Are you more likely to apply for a job at Yorkshire Water?

Yes
No
I don't know

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We'd like to know what you think

Thank you for taking the time to answer our questions!

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