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CarelineUK recently launched a brand new independent customer satisfaction survey with The Research Factor, to identify service improvements and benchmark among customers who have recently contacted CarelineUK through 'pulling their emergency pull cords/pendants'.

The survey is a self completion postal questionnaire which will go out on a monthly basis to around 1500 customers, reaching over 10,000 customers by the end of the year.
CarelineUK sent out the first phase of questionnaires in February 2010 and have so far received 663 questionnaires to date (44% response rate). The results have been excellent with over 91% of customers rating CarelineUKs customer satisfaction levels at 8 or above out of 10 and 97% of customers stating that their experience of CarelineUK has either lived up to, or exceeded their expectations.

Irrespective of the reason for contacting CarelineUK, the quality of response from the operators is consistently high and the service is perceived to offer good value for money by those who know and those who have not used the service. Customers rated the CarelineUK operators 6.4 out of 7 for their willingness to help and the reassurance given.
As well as being a great benchmark against competitors, the high levels of service offered by CarelineUK is a major selling point to potential buyers of Retirement property. Not only that but 61% said that the peace of mind offered by CarelineUK is a major factor when moving to a retirement property. The CarelineUK service was ranked as the second most important factor (after feeling safe/secure) by customers when choosing their new homes.

“This is really great news and demonstrates that the time and resource put into recruitment, quality and training over the past few years has been a worthwhile process and this can now be evidenced through the eyes of our customers” commented Carl Atkey, Head of CarelineUK.