ADVICE LINE SERVICE EVALUATION
As part of our ongoing commitment to monitor service quality and continuously improvement all Gingerbread services we sent a questionnaire out to everyone who had received written information from the Advice Line during March 2003. The response was overwhelmingly positive. One caller said it was the best helpline she had ever phoned.
Those who used the Advice Line indicated that they found the service very informative and beneficial. Callers were impressed by the quality of the advice they were given and the helpfulness of our advisers. Our advisers made callers feel that their problems were understood and they felt more positive afterwards. Some callers even gained enough confidence to return to work. For many, the advice they were given was invaluable.
Accessing the Advicve Line
46% callers were able to get through to the Advive Line at their 1st attempt, whilst 3% tried more than 5 times before their call was answered.
97% found the Gingerbread Advice Line particularly convenient becuase they did not need to make childcare or travel or other special arrangemenets.
Would be lost without it
76% of callers said it would be quite difficult or impossible to find the help given by the Advice Line elsewhere.
Would have to make an appointment at Citizens Advice Bureau, which can take several weeks.
No-one, not even family solicitors, have given me the support I have recveived- good clear advice and information
41% callers heard about the Advice Line by word of mouth/friend/relative; 19% through a magazine article; 19% through another agency eg job centre, midwife, other helpline; 11% telephone directory; 6% from Gingerbread member.
92% found the opening hours convenient
It could do with 24 hours or evening service for working people.
Service you received
The Advice Line worker was able to answer 98% of your questions
The woman was very helpful. The best helpline I have ever phoned.
Speedy response to e-mail enquiry
The lady I spoke to was very helpful, polite and patient.
Very helpful, clear advice. Excellent
66% callers received additional information from the Gingerbread Advice Line worker on related issues.
Very helpful. Phoned for answer to the questions but she answered all questions and some I hadn't thought of
79% callers felt able to talk about a wider range of issues becuase Gingerbread's Advice Line is impartial & independant of government agencies.
They have been wonderful. Answered my questions in full.
93% of callers said the Advice Line staff really understood their problems as a lone parent.
Very helpful & someone to talk to in time of need. Recommend to anyone in similar circumstances.
61% callers were able to talk in confidence about their feelings, whereas 33% callers just wanted factual information.
She made me feel relaxed & able to talk about my deepest feelings. I was not rushed & was made to feel I was very important & my problems were solvable, She made me feel really listened to.
93% callers thought the follow up information received in the post was excellent or very good.
It was received promptly
2 factsheets that you sent me answered a lot of my questions.
I got in-detail information on issues important to me, my son, our financial & "family" situation
84% callers rated the service they received as excellent or very good
Outcome for callers
Gingerbread's Advice Line Service has:
* helped me to understand my rights 76%
* helped me deal with a personal problem 32%
* enabled me to approach other agencies for support & help 32%
* enabled me to challenge incorrect information from another agency 11%
* enabled me to look for employment/training 6%
* enabled me to judge whether I would be better off working 20%
* enable me to take further action 19%
* made me feel more confident 43%
* helped me in another way 17%
87% would phone the Advice Line again & recommend it to others.
Who calls the Gingerbread Advice Line?
Lone parents with custody: 76%
Soon to be lone parent: 17%
Non-resident parent: 29%
Professional or other third party: 2%
Lone parent callers come from both urban and rural settings : City/large town 45%, small town 27%, village 29%
Their children were in all age groups : 44% had at least one child under 5, 65% had a least one child aged 5 - 11, 28% had at least one child 12-16, 22% had at least one child over 16.
15% Advice Line callers or their children have a disability.
Advice Line callers were from a range of ethnic groups: 88% white UK, 4% other European, 2% black UK, 2% African, 4% other.
How could our Advice Line service be made better?
You don't need to, you are perfect!
I was really happy with the information I required & found the lady I spoke with very informative.
I personally think you are doing a great job. A freephone is very convenient , especially as I am on Income Support. Whenever I find a job I prefer to call you to tell me if I am better off than making appointments with Jobcentres or Benfit Agency. I get an answer there and then with Gingerbread.
Continue the excellent work you already do. I cannot praise your company & staff enough. Thank you.
I was very pleased with the advice I was given. The lady put my mind at rest by telling me what my rights were & gave me confidence. I was in a bit of a mess with my husband who was making demands & I was unable to get to a solicitor. After talking to her I felt much better & it was simple & easy. Thank you very much.
Very helpful - wished I'd rung before as my query was dealt with straight away & I had been phoning the Working Tax Credit helpline for days without an answer. Will definitely ring Gingerbread first next time I need advice. Thank you.