What you said about WIS
We always encourage feedback from our users. If we are doing things wrong then we want to hear so that we can put things right. We also want to hear your suggestions about how we can improve the service. But, please, don't just tell us the negative things - tell us if you like what we are doing so that we know that we are getting it right.

We carry out regular surveys of our users and the analysis of the responses can be downloaded below in Adobe's pdf format.

 Drop-in Service client focus group (164 kb)

 Drop-in Service survey report (52 kb)
 Service User survey report (94 kb)
 Parent's Need for Translation and Interpreting Services survey report (96 kb)

We get feedback from comment cards and from regular customer surveys and this is what you said:-

Comment cards (2007 calendar year)
Complimentary cards - 94
Complaints - 0
Suggestion/complaint card - 0
We received some 2 written and some verbanl suggestions, which we documented and acted upon.

Views of our drop-in service users

100% said that the interpreter was courteous
100% said that the interpreter was helpful
100% said that they felt they could rely on the interpreter
100% said that they would definitely use the interpreter again

When asked to comment - these are some of the things our drop-in service users said on the comments cards:

• "Your good service is one of the reasons I am residing in Wandsworth."
• "First time I heard someone praising you, I thought they were exaggerating, but now I know that you deserve it."
• "I get a lot of help. I can speak a bit of English but I cannot write."
• "This organisation provides number 1 help and high quality help."
• "Wandsworth Interpreting Service helps me with hard work and courtesy. They always treat us with respect and affability. I, myself and many friends, who like me find it difficult to read and write English do always benefit from this service."
• "Overall a very speedy, efficient and courteous service."
• "Since nearly last 3 years I became a victim of harassment. I have been trying to convince the fact to Wandsworth Council in many ways. I went to the Balham CAB, Battersea CAB to help me sort out this matter. I even went to a councillor. Then I myself spoke to the Council Department again and again over the phone and then went to the Council office personally, but still could not solve it. Then in the end I came to WIS and asked Sumita to help me. Now it looks very hopeful and on the way of getting it solved. I could not have possibly achieved it if I didn't come to WIS. I am especially grateful to Mrs Sumita for this. I thank her sincerely".
• "…whenever I come to this office, whatever my problem was, filling the forms or something else that I did not understand, this office has sorted that problem for me & I returned home so very relaxed. When we start from home we come to this office with lot of worries, but when we get help from this office, we return home really very happy".
• "… we can make others understand our point of view easily through this service....."
• " I was fully supported to resolve my problem definitively. The problem was resolved in a proper manner"

Customer Feedback

We also provide interpreters for other professionals to enable them to communicate better with their clients. We take great care to select suitably qualified interpreters to undertake our sessions and always ask our customers to give us feedback.

In 2007, we received a total of 792 complimentary comments in feedback. Here are some of them:

• "The interpreter was very good. Difficult and sensitive issues were discussed which the interpreter dealt with professionally and sensitively. This helps the young person and I build a better relationship."
• "Excellent. Above and beyond the call of duty."
• "Thank you for your help. It was great to be able to have a proper conversation with their mum."
• "Many thanks for your valuable contribution. It was very important that you were there."
• "Thank you for being able to help and interpret at the last minute."
• "Mum was able to ask all she wanted and understood everything that was written about her son."
• "Very helpful. It makes a huge difference being able to talk to the family and know that they understand what I'm saying and also I can converse with them. Thank you."
• "Excellent service, essential, very productive session, parents seemed more comfortable and were able to ask their own questions."
• "Very satisfied. Very good job and helped clarify lots of important points long time outstanding. Very good understanding of the nature of the meeting."
• "Excellent. On time and very professional and friendly."

Improving the service
Our standards of service have been built up over the years from customer feedback both as suggestions and complaints. We work hard to meet these standards and you can see from the section on Our Performance that we score high in all of these. We need to make sure however that we have the right standards and this is where you can help. Should we have more or different standards? Should our standards be more demanding or are should they be changed in any way?

Let us have your views by emailing us at wis@wandsworth.gov.uk.