At MASCOT we are continually striving to improve our services to customers. We have performance targets to measure how we are doing month by month, which are in accordance with TSA standards and need to be achieved to keep the accreditation.
We currently answer 97.5% of all our calls from alarm equipment within 30 seconds and this is in accordance with the TSA standards.
We work in accordance with Lean principles. Lean is a systematic and continuous improvement philosophy that focuses on reducing waste and planning more innovative ways of working. This means that we work more efficiently and effectively but always put our customers first.
MASCOT welcomes the comments and opinions of its customers, and if you would like more information on what MASCOT is about and how MASCOT customers can provide feedback on any issues of the MASCOT service go to the Downloads & Links page.
CUSTOMER SATISFACTION FEEDBACK AUGUST 2009 Approx figures: - 900 surveys sent out to date - 468 replied so far - 99 feedback forms with ID no's on, which MASCOT staff are personally responding to. - Majority requesting telecare info be sent out, and is clear that many do not test pendants regularly, of which we are reminding them to do so. High percentage answering excellent or good to the following question: Overall how do you rate the MASCOT Service?
With great comments like:
"I really could not manage my life without MASCOT" - Mrs M Mackintosh. "I do not perform any task in my home without wearing my button. It's great peace of mind and enables me to do more knowing its there it keeps me independent and in my home"
- Mrs T Smith "I always test monthly and I am most impressed with the way the staff greet you, they are always cheerful and helpful" - Mr L Clark Constructive comments like:
"Worried about next pay increase in service" - Mrs H Lindo "Delay on phone worrying" - Mrs M Long "It's a worry when in the garden that although my call goes through I cannot hear the gentlemen on the phone." - Mrs F Wood.
LOOK OUT FOR OUR
SUMMER FEEDBACK FORM 2010!
˜HELPING HAND"™ SURVEY 2009
All taken completed questionnaires returned by the 30th July 2009.
Outcomes 98% answered 'very good' to the quality of the work.
100% found 'Helping hand'™ officer, Mick Thompsett to be very helpful.
Jobs ranged from installing telecare to tiling and erecting hosepipes!
The question. "Do you know of any organisations/clubs etc who may be interested in a talk about the service we offer?" proved to be popular and resulted in the following feedback: - Wimbledon Guild
- GP staff and Ancillary staff: to pass on to vulnerable people
- Holy cross luncheon club
- Clubs for elderly community centre Colliers Wood
- Wives fellowship (Wimbledon branch)
- Townswomen Guild
Unfortunately there were not many comments on how the service could be improved, only being really that if there could be more Mick's around! Clients have all replied with positive comments about both Mick and the service we provide.
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