Survey results

In December 2007 we emailed a survey to every student, who had provided an email address, for their comments on the service supplied by the SFS.  This was approximately 4000 students.  We received 225 responses.

• 81% of respondents applied by the deadline.
• 73% of respondents felt the information we supplied was clear and easy to understand.
• 100% of respondents who had contacted us in writing found the reply easy to read, answered the query and was well written and well presented.
• 96% of respondents were satisfied with the service provided by the SFS compared to 94.5% last year.
• 94% of respondents thought the service they received from the us was fair, sensitive and considerate compared to 96% last year and 94% in 2005.

Comments included:

In December 2006 we surveyed 1,000 new and continuing students for their feedback on the services provided by us.

From their responses we found the following:

• 82% fully understood the process of applying for student support.
• 92% found the person they spoke to on the telephone at the SFS polite and courteous; and 89% found them knowledgeable and able to answer their query
• 88% found their written reply from us easy to read and follow, while 87% found the reply answered their query.
• 96% of respondents thought that the service they received from us was fair, sensitive and considerate compared to 94% in 2005.
• 94.5% of respondents were satisfied with the service they received from us, compared with 96% in 2005, 89% in 2004 and 84% in 2003.

Comments from respondents included:
'Very good service' 'I am completely satisfied with the service' 'Lady on phone was extremely helpful and polite.  She was excellent'

A full report is available on request from the Student Finance Section and at the Education Reception 4th Floor Town Hall Extension.

The report will also be sent to our partners at the Department for Innovation, Universities and Skills and the Student Loans Company.

Also in December 2006 we surveyed those 16- 19 year old students, in school sixth form, in receipt of a Learner Support Fund award. Generally responses were positive about the services provided by us. The data compared to the previous year's survey showed that overall we had improved in its service delivery and customer care. 

A full report is available by telephoning 020 8871 8255 or emailing: studentfinance@wandsworth.gov.uk  

In January 2006 we surveyed other Student Finance Sections in London and the South East to compare our targets, performance and costs.

Our average cost of £57.83 for processing an application form in 2004/05 compared favourably with a similar authority whose average cost was £51.78 when the following was taken into account.

We compared our performance and noted that we set targets for all service delivery areas where the other authority does not.  For example, they do not set a target for informing applicants of the progress of their application forms.  We set a target of 3 weeks, a target that is the most challenging turnaround time when compared to all the other authorities that responded to our survey, and to the DfES target of 6 weeks.

We also compared our performance against the targets set by the DfES for processing application forms received by the recommended application date and we achieved 100% in all cases compared to the other authority which achieved 88%.

Other performance data in the survey, such as, answering the telephone within 5 rings showed that we met the target in 92% and the other authority achieved 78%.

Given the above, we are proud to state that we do provide a high quality customer-focussed service that is good value for money.