FINAL REPORT CUSTOMER EXPERIENCE SURVEY 2018 … · Accountant in Bankruptcy: Customer Experience...
Transcript of FINAL REPORT CUSTOMER EXPERIENCE SURVEY 2018 … · Accountant in Bankruptcy: Customer Experience...
Accountant in Bankruptcy: Customer Experience Survey 2018
FINAL REPORT CUSTOMER EXPERIENCE SURVEY 2018 December 2018
PREPARED FOR: Accountant in Bankruptcy
Accountant in Bankruptcy: Customer Experience Survey 2018
Customer Experience Survey 2018 Ashbrook Research & Consultancy Ltd December 2018
Project Contacts Report prepared for: Accountant in Bankruptcy
Stuart Riddell Phone: 0300 200 2634
Business Support Manager E-mail: [email protected]
Suzan Gunn Phone: 0300 200 2631
Communications Officer E-mail: [email protected]
Report prepared by: Ashbrook Research & Consultancy Ltd
Dr David Brooks Phone: 0141 226 3798
Managing Director E-mail: [email protected]
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CONTENTS
Page No.
EXECUTIVE SUMMARY
4
1.0 INTRODUCTION
9
2.0 TELEPHONE CONTACT PROFILE
11
3.0 WRITTEN & E-MAIL CONTACT PROFILE
27
4.0 FACE-TO-FACE CONTACT PROFILE
36
5.0 FORMS & GUIDES PROFILE
40
6.0 GENERAL RESULTS PROFILE 44
6.1 Profile of Quantitative Responses – AiB 44
6.2 Profile of Qualitative Responses – AiB 48
6.3 Profile of Quantitative Responses – Agents/Providers 53
6.4 Profile of Qualitative Responses – Agents/ Providers
55
7.0 AiB WEBSITE PROFILE 58
7.1 Profile of Quantitative Information 58
7.2 Profile of Qualitative Information
61
8.0 AiB IT SYSTEMS 64
8.1 Profile of Quantitative Information 64
8.2 Profile of Qualitative Information
70
9.0 KEY MESSAGES 73
9.1 Telephone Contact Profile – AiB 73
9.2 Telephone Contact Profile – Agents/Providers Operating on Behalf of AiB
73
9.3 Written & E-mail Contact Profile 74
9.4 Face-to-Face Contact Profile 75
9.5 Forms & Guides Profile 75
9.6 General Results Profile 76
9.7 AiB’s Website Profile 76
9.8 AiB’s IT Systems 77
9.9 Overarching Key Message 77
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EXECUTIVE SUMMARY
Telephone Contact Profile – AiB
There are very high levels of telephone contact with AiB by Money Advisers and
Creditors (particularly the former) but levels of telephone contact are far lower for
Debtors.
Levels of satisfaction with telephone contacts with AiB are extremely high in terms of
the time it took to get through to the right person, particularly amongst Money
Advisers and Debtors.
For almost all Money Advisers who had contacted AiB by telephone, the person they
spoke to gave them their name, with this applying to the vast majority of Insolvency
Practitioners and Debtors and most Creditors.
A majority of respondents – and, in most cases, a very significant majority – who had
contacted AiB by telephone stated that they were able to speak to the right person
first time, although this outcome was lowest amongst Insolvency Practitioners (for
whom, only around half this was the case).
Levels of satisfaction with the politeness and courtesy of those who had spoken by
telephone with AiB are high, particularly amongst Debtors, Money Advisers and
Creditors.
The overwhelming majority of Debtors, Creditors and Money Advisers who had
contacted AiB by telephone noted their satisfaction with the way their query was dealt
with. This also applied to a notable majority of Insolvency Practitioners.
Telephone Contact Profile – Agents/Providers Operating on Behalf of AiB
Most Debtors had telephoned an agent or provider operating on behalf of AiB.
However, this applied to less than half of Money Advisers and Creditors.
The vast majority of Debtors who had contacted an agent or provider operating on
behalf of AiB by telephone noted their satisfaction with the time it took to get through
to the right person, with this also applying to most Money Advisers and Creditors.
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The vast majority of both Debtors and Money Advisers who had contacted an agent or
provider operating on behalf of AiB by telephone stated that the person they spoke to
gave them their name. However, this applied to well under half of Creditors.
The vast majority of Debtors who had contacted an agent or provider operating on
behalf of AiB by telephone stated that they were able to speak to the right person first
time. However, this applied to only around half of both Money Advisers and Creditors.
The vast majority of Debtors, Creditors and Money Advisers who had contacted an
agent or provider operating on behalf of AiB by telephone noted their satisfaction with
the politeness or courtesy of the person they spoke with (with this outcome being
particularly notable amongst Debtors).
Levels of satisfaction in terms of how queries were dealt with amongst Debtors and
Creditors who had contacted an agent or provider operating on behalf of AiB by
telephone were very high but far lower amongst Money Advisers (around half of
whom expressed satisfaction in this regard).
Written & E-mail Contact Profile
There were high levels of written and e-mail contacts to AiB by Money Advisers and
Creditors, but far more limited levels of written or e-mail contacts to AiB by Debtors.
Levels of satisfaction amongst both Debtors and Money Advisers who had written or
e-mailed AiB relating to the time taken to respond to such contacts were high, but
lower amongst both Creditors and Insolvency Practitioners (amongst whom, around
half expressed satisfaction in this regard).
Levels of satisfaction with the way queries were dealt with that had taken the form of
written or e-mail contacts with AiB were high, particularly amongst Debtors.
Levels of written or e-mailed contacts with agents/providers operating on behalf of AiB
were much lower amongst Money Advisers and Creditors than had been the case in
terms of such contacts directly with AiB. However, these types of contacts with AiB
directly and with agents or providers operating on behalf of AiB were very similar for
Debtors.
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Levels of satisfaction amongst Debtors and Creditors who had written to or e-mailed
an agent or provider operating on behalf of AiB were high in terms of the time taken to
respond to such contacts, but significantly lower for Money Advisers (amongst whom,
under half noted satisfaction in this regard).
Levels of satisfaction amongst Debtors and Creditors who had written or e-mailed an
agent or provider operating on behalf of AiB were extremely high in terms of how their
query was dealt with, but more limited amongst both Money Advisers (of whom,
around half expressed satisfaction in this regard).
Face-to-Face Contact Profile
Very few Debtors stated that they had visited the office of AiB. However, on a highly
indicative basis, there was evidence to suggest that levels of satisfaction with being
seen promptly were relatively high and that there was very little dissatisfaction in this
regard.
Approaching a quarter of Debtors stated that they had visited the office of an agent or
provider operating on behalf of AiB, with levels of satisfaction in terms of being seen
promptly during such visits being extremely high.
Forms & Guides Profile
Levels of satisfaction with information contained within any AiB leaflets, guides or
forms read by Debtors, Money Advisers and Insolvency Practitioners were high, but
somewhat lower for Creditors (amongst whom, around half expressed satisfaction in
this regard).
Most Insolvency Practitioners and Money Advisers noted a preference to receive
forms and guidance as a downloadable electronic document, but this applied to a far
lower proportion of Creditors and Debtors (particularly the latter).
Levels of preference to receive forms and guidance from AiB in a paper/booklet
format were highest amongst Debtors and Money Advisers, but low amongst both
Creditors and Insolvency Practitioners.
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Levels of preference to receive forms and guidance to read on a website were
relatively low across all three audiences.
General Results Profile
Money Advisers, Debtors and Creditors place high levels of importance upon a wide
range of factors in terms of the service provided by AiB or its agents/providers, i.e. in
terms of speed of response, quality of service, efficiency, clear communications and
knowledgeable staff.
The overwhelming majority of Money Advisers had some level of contact with AiB,
with this applying to around two thirds of both Debtors and Creditors.
Levels of overall satisfaction with the service provided by AiB (amongst those who
had some level of contact with AiB) were high, particularly amongst Debtors, Creditors
and Money Advisers.
Most Debtors had some form of contact with an agent or provider operating on behalf
of AiB. However, levels of such contacts were more limited amongst both Money
Advisers and Creditors.
Levels of overall satisfaction with the service provided by agents or providers
operating on behalf of AiB (amongst those who had some level of contact with such
agents or providers) were high, particularly amongst Debtors and Creditors.
AiB Website Profile
The vast majority of respondents across all four audiences believed that it was easy
to find the information they were looking for on the aib.gov.uk website.
The vast majority of both Money Advisers and Debtors expressed their satisfaction
with AiB’s website, with this applying to most Creditors and Insolvency Practitioners.
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AiB’s IT Systems
The vast majority of Creditors and Money Advisers noted their satisfaction with both
the ASTRA and BASYS IT systems for debt relief products. However, levels of
satisfaction in this regard were far lower amongst Insolvency Practitioners.
Around half of Creditors noted their satisfaction with DASH. However, this applied to
a far lower proportion of both Money Advisers and Insolvency Practitioners.
Around half of Creditors, Money Advisers and Insolvency Practitioners noted their
satisfaction in terms of being provided with sufficient information about updates to
ASTRA.
Most Money Advisers and Creditors expressed their satisfaction in this regard in
respect of BASYS, whilst this applied to around half of Insolvency Practitioners.
Finally, most Creditors and Money Advisers noted their satisfaction in terms of being
provided with sufficient information about updates to DASH. However, this applied to
a far lower proportion of Insolvency Practitioners.
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1.0 INTRODUCTION
This report details findings of a Customer Experience Survey undertaken on
behalf of Accountant in Bankruptcy (AiB) by Ashbrook Research & Consultancy
Ltd in October/November 2018.
Information was derived by means of online questionnaires which were
administered to four audiences:
Debtors (in relation to which, 498 completed questionnaires were received)
Creditors (in relation to which, 50 completed questionnaires were received)
Money Advisers (in relation to which, 157 completed questionnaires were
received)
Insolvency Practitioners (in relation to which, 44 completed questionnaires
were received)
The questionnaire was made available to potential respondents:
By accessing a link to an online questionnaire contained within an e-mail
issued to them by AiB
Through a link which was posted on the AiB website
Sections 2.0 to 9.0 inclusive provide a profile of findings in relation to the following
subjects:
Telephone contact
Written and e-mail contact
Face-to-face contact
Forms and guidance
General results
AiB website
AiB IT systems
Finally, Section 10.0 provides a number of key messages for AiB which have
emerged from the study.
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A Customer Experience Survey was undertaken on behalf of AiB by Ashbrook
Research & Consultancy Ltd in October/November 2016 amongst the same four
audiences. Accordingly, where the same questions were asked – and where it is
statistically appropriate – comparisons are drawn between the outcomes of
questions in 2016 and 2018. In addition, a number of specific questions were
asked for the first time in the 2018 survey which are reported upon in Section 9.0.
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2.0 TELEPHONE CONTACT PROFILE
“Did you contact AiB (Accountant in Bankruptcy) by telephone?”
0% 20% 40% 60% 80% 100%
Debtors
Creditors
Money Advisers
40%
70%
96%
Base: All Respondents
Figure 1: Extent of Telephone Contact With AiB
From Figure 1, it can be seen that well over 9 out of 10 Money Advisers
participating in the research (96%) stated that they had telephoned AiB about a
client’s bankruptcy, protected trust deed or DAS debt payment programme. This
outcome is virtually identical to that found in 2016 (94%).
Figure 1 also indicates that over two thirds of Creditors (70%) stated, if they had
telephoned about a bankruptcy, protected trust deed or DAS debt payment
programme, they had contacted AiB, whilst 2 out of 5 of Debtors (40%) stated that
this was the case. Again, both of these outcomes are virtually identical to those
found in 2016 (67% and 43% respectively).
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“When you contacted AiB directly by telephone, how satisfied were you with the
time it took to get through to the right person?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
9%
0%
5%
18%
52%
16%
0%
0%
6%
13%
56%
24%
0%
1%
1%
6%
57%
36%
3%
1%
2%
6%
34%
56%
Base: Contacted AiB By Telephone
Figure 2: Telephone Contact -Satisfaction With Time Taken to Get Through to Right Person
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
Figure 2 indicates that, when respondents had contacted AiB by telephone, there
were extremely high levels of satisfaction with the time it took to get through to the
right person (in terms of being satisfied or very satisfied) with this contact across
three audiences:
Money Advisers (93%)
Debtors (90%)
Creditors (80%)
In addition, two thirds of Insolvency Practitioners (68%) noted satisfaction with
their telephone contact with AiB in this regard.
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Although the outcomes noted above for Debtors, Money Advisers and Insolvency
Practitioners are identical or virtually identical to those found in 2016, since then
there has been a decline in the extent to which Creditors stated that they were
satisfied with the time taken to get through to the right person (falling from 95% to
80%). This decline was almost entirely attributable to an increase in the provision
of a neutral response to this question by Creditors (increasing from 13% to 18%)
and the provision of a not applicable response by this audience (rising from 0% to
9%).
From Figure 2, it can also be seen that approaching 3 out of 5 Debtors (56%)
specifically stated that they were very satisfied with their telephone contact with
AiB in terms of the time it took to get through to the right person, with this applying
to around a third of Money Advisers (36%), a quarter of Creditors (24%) and 1 in
6 Insolvency Practitioners (16%).
The outcomes here for Money Advisers and Insolvency Practitioners are identical
to those in 2016. However, during that time, there was a decline in the outcomes
noted by the two remaining audiences, i.e.:
Debtors (falling from 64% to 56%)
Creditors (falling from 30% to 24%)
Finally, from Figure 2, it can be seen that levels of dissatisfaction with telephone
contacts with AiB were extremely low amongst Debtors, Money Advisers and
Creditors in terms of the time it took to get through to the right person (ranging
from 2% to 6%). In this regard, however, it is of interest to note that, between
2016 and 2018, there was a notable decline in the extent to which Insolvency
Practitioners stated that they were very dissatisfied with their telephone contact
with AiB in terms of the time it took to get through to the right person (falling from
12% to 0%).
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“Did the person you spoke to give you their name?”
0% 20% 40% 60% 80% 100%
Creditors
Debtors
Insolvency Practitioners
Money Advisers
61%
73%
81%
95%
Base: Contacted AiB By Telephone
Figure 3: Telephone Contact - Person Give Name?
Figure 3 indicates that well over 9 out of 10 Money Advisers (95%) who had had
telephone contact with AiB stated that the person they spoke to gave them their
name, with this applying to around 4 out of 5 Insolvency Practitioners (81%),
approaching three quarters of Debtors (73%) and 3 out of 5 Creditors (61%).
These outcomes are in line with those found for Money Advisers and Debtors in
2016 (95% and 70% respectively). However, since then, there has been a slight
increase in the extent to which Insolvency Practitioners stated that the person they
spoke to gave them their name (rising from 75% to 81%), but a very significant
decline in the extent to which this was noted by Creditors (falling from 95% to
61%).
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“Were you able to speak to the right person first time?”
0% 20% 40% 60% 80%
Insolvency Practitioners
Creditors
Money Advisers
Debtors
54%
69%
76%
80%
Base: Contacted AiB By Telephone
Figure 4: Telephone Contact -Able To Speak To right Person First Time?
Figure 4 indicates that a majority of respondents – and, in most cases, a very
significant majority – who had contacted AiB by telephone stated that they were
able to speak to the right person first time, with this outcome being most
prominent amongst Debtors and Money Advisers and least prominent amongst
Insolvency Practitioners, i.e.:
Debtors (80%)
Money Advisers (76%)
Creditors (69%)
Insolvency Practitioners (54%)
The outcomes here for Debtors, Money Advisers and Insolvency Practitioners are
identical or virtually identical to those found in 2016 and, for Creditors, very much
in line with those found in 2016 (74% compared to 69% in 2018).
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“How satisfied were you with their politeness and courtesy?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
5%
0%
0%
16%
55%
24%
0%
3%
0%
7%
43%
47%
0%
1%
0%
7%
44%
48%
3%
0%
0%
4%
29%
64%
Base: Contacted AiB By Telephone
Figure 5: Telephone Contact -Satisfaction With Politeness/Courtesy
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
Figure 5 indicates that extremely positive outcomes were noted by all audiences
here in terms of their satisfaction with the politeness and courtesy of those they
spoke to by telephone within AiB, particularly amongst Debtors, Money Advisers
and Creditors, i.e.:
Debtors (93%)
Money Advisers (92%)
Creditors (90%)
Furthermore, approaching 4 out of 5 Insolvency Practitioners here (79%) noted
their satisfaction in this regard.
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The outcomes noted here for Debtors, Money Advisers and Insolvency
Practitioners are identical or virtually identical to those found in 2016. However,
since then, there has been a decrease in the extent to which Creditors noted their
satisfaction in this regard (falling from 100% to 90%).
From Figure 5, it can also be seen that approaching two thirds of Debtors (64%)
specifically stated that they were very satisfied with the politeness and courtesy of
those they spoke to by telephone within AiB, whilst this applied to almost half of
both Money Advisers and Creditors (48% and 47% respectively), but only a
quarter of Insolvency Practitioners (24%).
The outcome for Money Advisers here is virtually identical to that found in 2016.
However, since then, there has been an increase in the extent to which Insolvency
Practitioners noted that they were very satisfied in this regard (rising from 14% to
24%), but declines in the extent to which this was the case for both Debtors and
Creditors, i.e.:
Debtors (falling from 72% to 64%)
Creditors (falling from 58% to 48%)
Finally, it is highly encouraging to note that levels of dissatisfaction with politeness
and courtesy of staff spoken to by telephone continued to be non-existent or
extremely low (ranging from 0% to 3%).
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“How satisfied were you with the way your query was dealt with?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
5%
0%
3%
30%
46%
16%
0%
3%
0%
3%
59%
34%
0%
1%
5%
11%
48%
36%
3%
0%
3%
4%
29%
62%
Base: Contacted AiB By Telephone
Figure 6: Telephone Contact -Satisfaction With Way Query Was Dealt With
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 6, it can be seen that the overwhelming majority of Debtors, Creditors
and Money Advisers who had contacted AiB by telephone noted their satisfaction
with the way their query was dealt with, i.e.:
Creditors (93%)
Debtors (91%)
Money Advisers (84%)
Thereafter, this applied to 3 out of 5 Insolvency Practitioners here (62%).
The outcomes noted above for Creditors and Money Advisers are virtually
identical to those found in 2016. However, since then, there has been a slight
increase in the extent to which Debtors noted their satisfaction in this regard (i.e.
rising from 85% to 91%).
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From Figure 6, it can also be seen that around 3 out of 5 Debtors who had
contacted AiB by telephone (62%) specifically stated that they were very satisfied
with the way their query was dealt with, although this applied to a far lower
percentage of the three other audiences here, particularly Insolvency
Practitioners, i.e.:
Money Advisers (36%)
Creditors (34%)
Insolvency Practitioners (16%)
The outcomes noted above are virtually identical to those found in 2016 for
Creditors, Money Advisers and Insolvency Practitioners. However, since then,
there has been a slight fall in the extent to which Debtors specifically stated that
they were very satisfied in this regard (falling from 67% to 62%).
Finally, it is encouraging to note that levels of dissatisfaction with the way that
telephone queries were dealt with were extremely low across all four audiences
(ranging from 3% to 6%).
“If you have telephoned about a bankruptcy, protected trust or DAS debt payment
programme, did you contact an agent/provider operating on behalf of AiB?”
0% 10% 20% 30% 40% 50% 60%
Creditors
Money Advisers
Debtors
41%
45%
59%
Base: All Respondents
Figure 7: Extent of Telephone Contact With Agent/Provider
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Figure 7 indicates that 3 out of 5 Debtors (59%) stated that, if they had telephoned
about a bankruptcy, protected trust deed or DAS debt payment programme, they
had contacted an agent/provider operating on behalf of AiB. However, this
applied to a lesser proportion of both Money Advisers and Creditors (45% and
41% respectively).
The outcomes noted above are slightly different for all three audiences compared
to those found in 2016, i.e.:
Debtors (55% compared to 59% in 2018)
Creditors (50% compared to 45%)
Money Advisers (45% compared to 41%)
“When you contacted an agent/provider operating on behalf of AiB by telephone,
how satisfied were you with the time it took to get through to the right person?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
0%
0%
35%
53%
12%
1%
1%
7%
28%
51%
12%
3%
1%
2%
6%
34%
53%
Base: Contacted Agent/Provider By Telephone
Figure 8: Telephone Contact -Satisfaction With Time Taken to Get Through to Right Person Debtors
Money Advisers
Creditors
Accountant in Bankruptcy: Customer Experience Survey 2018
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From Figure 8, it can be seen that approaching 9 out of 10 Debtors who had
contacted an agent/provider operating on behalf of AiB by telephone (87%) noted
their satisfaction with the time it took to get through to the right person. However,
this applied to only around two thirds of Creditors and Money Advisers here (65%
and 63% respectively).
The outcome noted above for Debtors is virtually identical to that found in 2016
and, for Money Advisers, is very similar to that found in 2016. However, since that
time, there has been an increase in the extent to which Creditors noted their
satisfaction with the time taken to get through to the right person (increasing from
54% to 65%).
From Figure 8, it can also be seen that, whilst around half of Debtors who had
contacted an agent/provider operating on behalf of AiB by telephone (53%)
specifically stated that they were very satisfied in this regard, this applied to only 1
in 8 Money Advisers and Creditors (both 12%).
The outcomes noted above for Debtors and Money Advisers are identical or
virtually identical to those found in 2016. However, since then, there has been an
increase in the extent to which this was the case for Money Advisers (rising from
0% to 12%).
Finally, from Figure 8 it can be seen that levels of dissatisfaction here were non-
existent or very minimal for both Creditors and Debtors (0% and 3% respectively),
but slightly higher amongst Money Advisers (8%).
It should also be noted that the outcome here for Debtors is almost identical to
that found in 2016 but that, since then, there has been a slight decrease in the
extent to which both Money Advisers and Creditors noted their dissatisfaction with
the time taken to get through to the right person, i.e.:
Money Advisers (falling from 12% to 8% in 2018)
Creditors (falling from 7% to 0%)
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“Did the person you spoke to give you their name?”
0% 20% 40% 60% 80%
Creditors
Money Advisers
Debtors
41%
78%
80%
Base: Contacted Agent/Provider By Telelphone
Figure 9: Telephone Contact - Person Give Name?
From Figure 9, it can be seen that the vast majority of both Debtors and Money
Advisers who had contacted an agent/provider operating on behalf of AiB by
telephone stated that the person they spoke to gave them their name (80% and
78% respectively). However, this applied to a far lower proportion of Creditors
(41%).
The outcome noted above for Debtors is virtually identical to that found in 2016.
However, since then, there has been a slight fall in the extent to which this was
the case for Money Advisers (falling from 84% to 78%) and a much more
significant fall in the extent to which this was the case for Creditors (falling from
69% to 41%).
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“Were you able to speak to the right person first time?”
0% 20% 40% 60% 80%
Creditors
Money Advisers
Debtors
50%
54%
80%
Base: Contacted Agent/Provider By Telelphone
Figure 10: Telephone Contact -Able To Speak to Right Person First Time?
Figure 10 indicates that 4 out of 5 Debtors who had contacted an agent/provider
operating on behalf of AiB by telephone (80%) stated that they were able to speak
to the right person first time. However, this applied to only just over half of Money
Advisers (54%) and exactly half of Creditors (50%) here.
The outcome noted above for Money Advisers is virtually identical to that found in
2016. However, since then, there has been an increase in the extent to which
both Debtors and Creditors (particularly the latter) stated that they were able to
speak to the right person first time, i.e.:
Debtors (rising from 72% to 80% in 2018)
Creditors (rising from 30% to 50%)
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“How satisfied were you with their politeness and courtesy?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
0%
0%
18%
71%
12%
0%
1%
1%
19%
61%
17%
2%
1%
0%
3%
31%
63%
Base: Contacted Agent/Provider By Telephone
Figure 11: Telephone Contact -Satisfaction With Politeness/Courtesy
Debtors
Money Advisers
Creditors
From Figure 11, it can be seen that over 9 out of 10 Debtors who had contacted
an agent/provider operating on behalf of AiB by telephone (94%) noted their
satisfaction with the politeness or courtesy of the person they spoke with, with this
applying to over 4 out of 5 Creditors (83%) and approaching 4 out of 5 Money
Advisers (78%) here.
The outcome noted above for Creditors is virtually identical to that found in 2016.
However, since then, there has been an increase in the extent to which both
Debtors and Money Advisers noted their satisfaction with the politeness/courtesy
of the person they spoke to, i.e.:
Debtors (rising from 88% to 94% in 2018)
Money Advisers (rising from 69% to 78%)
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Figure 11 also indicates that, whilst approaching two thirds of Debtors (63%)
specifically stated that they were very satisfied in this regard, this applied to a far
lower proportion of both Money Advisers and Creditors (17% and 12%
respectively).
The outcomes above for Debtors and Money Advisers are virtually identical to
those found in 2016. However, since then, there has been a slight increase in the
extent to which Creditors specifically stated that they were very satisfied with the
politeness/courtesy of the person they spoke to (rising from 8% to 12%).
Finally, it is encouraging that levels of dissatisfaction with the politeness and
courtesy of agents/providers operating on behalf of AiB by telephone were non-
existent or very minimal across all three audiences (ranging from 0% to 2%) and,
indeed, between 2016 and 2018, there was a decline in the extent to which Money
Advisers noted their dissatisfaction in this regard (falling from 7% to 2%).
“How satisfied were you with the way your query was dealt with?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
6%
6%
6%
65%
18%
0%
1%
9%
36%
45%
9%
3%
1%
2%
5%
31%
57%
Base: Contacted Agent/Provider By Telephone
Figure 12: Telephone Contact -Satisfaction With Way Query Was Dealt With
Debtors
Money Advisers
Creditors
Accountant in Bankruptcy: Customer Experience Survey 2018
Page 26 of 77
From Figure 12, it can be seen that approaching 9 out of 10 Debtors who had
contacted an agent/provider operating on behalf of AiB by telephone (88%) noted
their satisfaction with the way their query was dealt with, with this applying to over
4 out of 5 Creditors (83%), but just over half of Money Advisers (54%).
The outcomes here for both Debtors and Money Advisers are virtually identical to
those found in 2016. However, since then, there has been a notable increase in
the extent to which Creditors noted their satisfaction with the way their query was
dealt with (rising from 67% to 83%).
Figure 12 also indicates that, whilst approaching 3 out of 5 Debtors (57%)
specifically stated that they were very satisfied in this regard, this applied to a
much lower proportion of both Creditors and Money Advisers, particularly the
latter (i.e. 18% and 9% respectively).
The outcome noted above for Money Advisers is identical to that found in 2016.
However, since then, there has been an increase in the extent to which Creditors
specifically stated that they were very satisfied with the way their query was dealt
with (rising from 8% to 18%), but a slight fall in this regard in the outcome for
Debtors (falling from 63% to 57%).
Finally, Figure 12 indicates that very few Debtors (only 3%) who had contacted an
agent/provider operating on behalf of AiB by telephone noted their dissatisfaction
with the way their query was dealt with. However, 1 in 10 Money Advisers (10%)
stated that this was the case, with this applying to 1 in 8 Creditors (12%).
The outcome noted above for Debtors is very similar to that in 2016. However,
since that time, there has been a slight decrease in the extent to which Money
Advisers noted their dissatisfaction with the way their query was dealt with (falling
from 14% to 10%) and a notable increase in the extent to which Creditors noted
their dissatisfaction with the way their query was dealt with (rising from 0% to
12%).
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3.0 WRITTEN & E-MAIL CONTACT PROFILE
“Have you written to or e-mailed AiB?”
0% 20% 40% 60% 80% 100%
Debtors
Creditors
Money Advisers
38%
70%
88%
Base: All Respondents
Figure 13: Written To Or E-mailed AiB?
Figure 13 indicates that almost 9 out of 10 Money Advisers participating in the
research (88%) stated that they had written to or e-mailed AiB. This also applied
to over two thirds of Creditors (70%), but only around 2 out of 5 Debtors (38%).
The outcomes here for Money Advisers and Debtors are very similar to those
found in 2016. However, since then, there has been a slight decrease in the
extent to which Creditors stated that they had written to or e-mailed AiB (falling
from 77% to 70%).
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“When you wrote or e-mailed AiB, how satisfied were you with the time taken to
respond?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
3%
3%
8%
32%
46%
8%
4%
4%
11%
26%
37%
19%
0%
1%
14%
12%
50%
23%
4%
2%
2%
6%
28%
59%
Base: Written To/E-mailed AiB
Figure 14: Written/E-mail Contact -Satisfaction With Time Taken to Respond
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 14, it can be seen that levels of satisfaction amongst both Debtors
and Money Advisers who had written to or e-mailed AiB with the time taken to
respond to such contacts were high, i.e.:
Debtors (87%)
Money Advisers (73%)
Thereafter, levels of satisfaction in this regard are lower amongst Creditors and
Insolvency Practitioners (56% and 54% respectively).
The outcomes noted above for Debtors and Money Advisers are almost identical
to those found in 2016. However, between 2016 and 2018, there was an increase
in the extent to which Insolvency Practitioners noted their satisfaction with the time
taken to respond to written or e-mail contacts with AiB (rising from 43% to 54%),
but a notable decrease in the extent to which Creditors noted satisfaction in this
regard (falling from 85% to 56%).
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From Figure 14, it can also be seen that 3 out of 5 Debtors here (59%) specifically
stated that they were very satisfied with the time taken to respond to their written
or e-mail communication with AiB. This outcome is virtually identical to that found
in 2016.
Thereafter, this applied to a much lower proportion of the three remaining
audiences (particularly Insolvency Practitioners), i.e.:
Money Advisers (23%)
Creditors (19%)
Insolvency Practitioners (8%)
The outcome here relating to Money Advisers is very largely in line with that found
in 2016. However, since then, there has been a decrease in the extent to which
Creditors noted that they were very satisfied in this regard (falling from 32% to
19%) but an increase in the extent to which Insolvency Practitioners stated that
they were very satisfied with the time taken to respond to their written or e-mail
communication with AiB (rising from 0% to 8%).
Finally, from Figure 14, it can be seen that there were relatively minimal levels of
dissatisfaction across all four audiences in terms of the time taken to respond to
their written or e-mail communications with AiB (ranging from 4% for Debtors to
15% for both Money Advisers and Creditors).
These outcomes varied little between 2016 and 2018 for Debtors and Money
Advisers. However, during that time, there was a notable increase in the extent to
which dissatisfaction was noted here by Creditors (rising from 5% to 15%) and a
notable decrease in this regard amongst Insolvency Practitioners (falling from
31% to 11%).
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“How satisfied were you with the way your query was dealt with?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
3%
3%
5%
27%
54%
8%
4%
4%
7%
11%
52%
22%
1%
2%
7%
16%
45%
28%
2%
2%
2%
6%
30%
59%
Base: Written To/E-mailed AiB
Figure 15: Written/E-mail Contact -Satisfaction With Way Query Was Dealt With
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
Figure 15 indicates that 9 out of 10 Debtors who had written to or e-mailed AiB
(89%) noted their satisfaction with the way their query was dealt with, with this
applying to around three quarters of both Creditors and Money Advisers (74% and
73% respectively) and 3 out of 5 Insolvency Practitioners (62%).
The outcomes noted above for Debtors and Money Advisers are identical or
almost identical to those found in 2016 and, indeed, for Creditors, are broadly in
line with the outcome found in 2016. However, between 2016 and 2018, there
was a very notable increase in the extent to which Insolvency Practitioners noted
their satisfaction here (rising from 42% to 62%).
From Figure 15, it can also be seen that 3 out of 5 Debtors who had written or e-
mailed AiB (59%) specifically stated that they were very satisfied with the way
their query was dealt with, with this applying to nearly 3 out of 10 Money Advisers
(28%), over 1 in 5 Creditors (22%) and 1 in 12 Insolvency Practitioners (8%).
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The outcome noted above for Debtors are virtually identical to those found in
2016. However, since then, there has been a slight fall in the extent to which
Money Advisers specifically stated that they were very satisfied with the way their
query was dealt with, a more notable fall in the extent to which this was the case
for Creditors (from 32% to 22%), but a rise in the extent to which this was the case
for Insolvency Practitioners (rising from 0% to 8%).
Finally, Figure 15 indicates that levels of dissatisfaction in this regard were low
across all four audiences (ranging from 4% for Debtors to 11% for Creditors). It
should also be noted that the outcomes here for both Debtors and Money
Advisers are very similar to those found in 2016 but that, during that time, there
was an increase in the extent to which Creditors noted their dissatisfaction with
the way their query was dealt with (rising from 5% to 11%), but a decrease in the
extent to which this was the case amongst Insolvency Practitioners (falling from
16% to 8%).
“Have you written to or e-mailed an agent/provider operating on behalf of AiB?”
0% 10% 20% 30% 40%
Money Advisers
Debtors
Creditors
31%
42%
49%
Base: All Respondents
Figure 16: Have You Written To Or E-mailed An Agent/Provider Operating On Behalf of AiB?
From Figure 16, it can be seen that almost exactly half of Creditors (49%) stated
that they had written to or e-mailed an agent/provider operating on behalf of AiB,
whilst this applied to around 2 out of 5 Debtors (42%) and around a third of Money
Advisers (31%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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The outcome noted above for Money Advisers is very similar to that found in
2016. However, since that time, there has been an increase in the extent to which
such contacts had been made by both Creditors and Debtors with an agent/
provider operating on behalf of AiB, i.e.:
Creditors (rising from 36% to 49%)
Debtors (rising from 36% to 42%)
“When you wrote to or e-mailed an agent/provider operating on behalf of AiB, how
satisfied were you with the time taken to respond?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
0%
16%
11%
74%
0%
0%
11%
23%
23%
34%
9%
1%
4%
3%
8%
37%
47%
Base: Written To/E-mailed Agent/Provider
Figure 17: Written/E-mail Contact -Satisfaction With Time Taken To Respond
Debtors
Money Advisers
Creditors
From Figure 17, it can be seen that over 4 out of 5 Debtors who had written to or
e-mailed an agent/provider operating on behalf of AiB (84%) stated that they were
satisfied with the time taken for them to respond. This also applied to three
quarters of Creditors (74%), but only around 2 out of 5 Money Advisers here
(43%).
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Thereafter, it is of interest to note that, between 2016 and 2018, there was an
increase in the extent to which Creditors who had written to or e-mailed an
agent/provider operating on behalf of AiB noted their satisfaction with the time
taken to respond (rising from 44% to 74%) but that, during that time, there was a
decrease in the extent to which Money Advisers expressed their satisfaction in
this regard (falling from 50% to 43%).
Figure 17 also indicates that just under half of Debtors who had written to or e-
mailed an agent/provider operating on behalf of AiB (47%) specifically stated they
were very satisfied with the time taken for them to respond. However, this applied
to only around 1 in 10 Money Advisers here (9%) and no Creditors here (0%).
The outcome noted above for Debtors was broadly similar in both 2016 and 2018.
However, during that time, there was a decreasing extent to which both Money
Advisers and Creditors specifically stated that they were very satisfied in this
regard, i.e.:
Money Advisers (falling from 16% to 9%)
Creditors (falling from 11% to 0%)
Finally, from Figure 17, it can be seen that levels of dissatisfaction amongst both
Creditors and Debtors were relatively limited (16% and 7% respectively), but were
more notable amongst Money Advisers (34%).
Indeed, although the outcome here for Debtors is identical to that found in 2016,
since then, there has been a notable fall in the extent to which Creditors noted
their dissatisfaction here (from 45% to 16%), but an increase in the extent to
which Money Advisers noted their dissatisfaction here (i.e. from 26% to 34%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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“How satisfied were you with the way your query was dealt with?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
11%
5%
5%
79%
0%
0%
6%
26%
21%
40%
6%
0%
4%
4%
8%
34%
51%
Base: Written To/E-mailed Agent/Provider
Figure 18: Written/E-mail Contact -Satisfaction With Way Query Was Dealt With
Debtors
Money Advisers
Creditors
From Figure 18, it can be seen that well over 4 out of 5 Debtors who had written to
or e-mailed an agent/provider operating on behalf of AiB (85%) noted their
satisfaction with the way their query was dealt with, with this applying to almost
exactly 4 out of 5 Creditors here (79%) and approaching half of Money Advisers
here (46%).
The outcomes noted above for both Debtors and Money Advisers are very similar
or virtually identical to those found in 2016. However, since then, there has been
an increasing extent to which Creditors who had written to or e-mailed an
agent/provider operating on behalf of AiB noted their satisfaction with the way
their query was dealt with (rising from 56% to 79%).
Figure 18 also indicates that around half of Debtors who had written to or e-mailed
an agent/provider operating on behalf of AiB (51%) specifically stated that they
were very satisfied with the way their query was dealt with. However, this applied
to a far lower proportion of both Money Advisers and Creditors (6% and 0%
respectively).
Accountant in Bankruptcy: Customer Experience Survey 2018
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Whilst the outcome noted above for Debtors is almost exactly the same as in
2016, since then – for both Money Advisers and Creditors – there has been a
decrease in the extent to which it was stated that they were very satisfied with the
way their written or e-mailed query was dealt with, i.e.:
Money Advisers (falling from 16% to 6%)
Creditors (falling from 11% to 0%)
Finally, it is of interest to note from Figure 18 that levels of dissatisfaction with the
way written or e-mailed queries were dealt with varied notably across the three
audiences, i.e.:
Money Advisers (32%)
Creditors (16%)
Debtors (8%)
Indeed, it is also of interest to note that, whist the outcome noted above for
Debtors was identical to that found in 2016, since that time there has been a
notable increase in the extent to which both Money Advisers and Creditors noted
their dissatisfaction in this regard, i.e.:
Money Advisers (rising from 21% to 32%)
Creditors (rising from 0% to 16%)
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4.0 FACE-TO-FACE CONTACT PROFILE
As was the case in 2016, a number of questions were asked only of Debtors in
2018 in relation to their face-to-face contacts with AiB.
“Have you visited the office of AiB?”
Yes 4%
No 96%
Figure 19: Visited Office of AiB?
Base: All Debtors
From Figure 19, it can be seen that very few Debtors participating in the research
(only 4%) stated that they had visited the office of AiB. This figure is almost
identical to that found in 2016 (5%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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“When you visited AiB’s office, how satisfied were you that you were seen
promptly?”
Very satisfied 22%
Satisfied 44%
Very dissatisfied4%
Not applicable 30%
Figure 20: Face-to-Face Contact - Satisfaction That You Were Seen Promptly (Indicative)
Base: 'Yes' in Figure 19
The outcomes noted in Figure 20 are highly indicative in nature due to the small
number of Debtors participating in the research who had visited AiB’s office but,
nonetheless, indicate that:
Levels of satisfaction with being seen promptly are relatively high
There is very little evidence of dissatisfaction in this regard
It should be noted that, due to the highly indicative nature of the data presented in
Figure 20, it is not appropriate to draw any comparisons with the outcomes found
in 2016.
Accountant in Bankruptcy: Customer Experience Survey 2018
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“Have you visited the office of an agent/provider operating on behalf of AiB?”
Yes 23%
No 77%
Figure 21: Visited Office of Agent/Provider Operating on Behalf of AiB?
Base: All Debtors
Figure 21 indicates that approaching a quarter of Debtors participating in the
research (23%) stated that they had visited the office of an agent/provider
operating on behalf of AiB. This outcome is virtually identical to that found in 2016
(22%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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“When you visited the agent’s/provider’s office, how satisfied were you that you
were seen promptly?”
Very satisfied 61%
Satisfied 31%
Neutral 3%
Dissatisfied1% Not applicable
4%
Figure 22: Face-to-Face Contact - Satisfaction That You Were Seen Promptly
Base: 'Yes' in Figure 21
From Figure 22, it can be seen that, amongst those who had visited the office of
an agent/provider operating on behalf of AiB:
Over 9 out of 10 (92%) noted their satisfaction in terms of being seen promptly
3 out of 5 (61%) specifically stated that they were very satisfied in terms of
being seen promptly
Almost no respondents (1%) noted their dissatisfaction in terms of being seen
promptly
Levels of overall satisfaction and dissatisfaction amongst those who had visited
the office of an agent/provider operating on behalf of AiB in respect of being seen
promptly varied little between 2016 and 2018. However, during that time, there
was a decrease in the extent to which respondents specifically stated that they
were very satisfied in this regard (falling from 76% to 61%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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5.0 FORMS & GUIDES PROFILE
“How satisfied were you with the information contained within any of the AiB
leaflets/guides/forms you may have read?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
3%
0%
3%
22%
62%
11%
18%
0%
3%
24%
47%
8%
4%
1%
3%
14%
51%
27%
8%
0%
1%
10%
36%
45%
Base: All Respondents
Figure 23: Satisfaction With Information Contained Within AiB Leaflets/Guides/Forms
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 23, it can be seen that levels of satisfaction with information
contained within any of the AiB leaflets, guides or forms read by Debtors, Money
Advisers and Insolvency Practitioners are high, i.e.:
Debtors (81%)
Money Advisers (78%)
Insolvency Practitioners (73%)
However, levels of satisfaction in this regard are lower amongst Creditors (55%).
Between 2016 and 2018, there was a slight fall in levels of satisfaction noted here
by Debtors (falling from 86% to 81%). However, there were more notable falls in
this regard in terms of levels of satisfaction with AiB leaflets, guides or forms that
Money Advisers and Creditors had read, i.e.:
Accountant in Bankruptcy: Customer Experience Survey 2018
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Money Advisers (falling from 88% to 78%)
Creditors (falling from 67% to 55%)
In contrast, between 2016 and 2018, there was a slight increase in the extent to
which Insolvency Practitioners noted their satisfaction here (rising from 68% to
73%).
Figure 23 also indicates that approaching half of Debtors (45%) specifically stated
that they were very satisfied with information contained within AiB leaflets, guides
and forms which they had read, with this applying to around a quarter of Money
Advisers (27%), but a far lower proportion of both Insolvency Practitioners and
Creditors (11% and 8% respectively).
The outcomes noted here for both Debtors and Money Advisers are broadly in line
with those found in 2016. However, since then, there has been a notable
decrease in the extent to which Creditors specifically stated that they were very
satisfied with the information contained within any of the AiB leaflets, guides or
forms which they had read (falling from 29% to 8%), but an increase in this regard
amongst Insolvency Practitioners (rising from 0% to 11%).
Finally, it is encouraging to note from Figure 23 that very few of those participating
in the research noted their dissatisfaction with the information contained within
any of the AiB leaflets, guides or forms they may have read (ranging from 1% to
4%). However, whilst this was also the case in 2016 for Debtors, Money Advisers
and Creditors, since then, there has been a decrease in the extent to which
Insolvency Practitioners noted their dissatisfaction in this regard (falling from 11%
to 3%).
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“How do you prefer to receive forms and guidance?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
To read on a website
Paper/booklet
A downloadableelectronic document
23%
9%
68%
28%
10%
50%
26%
43%
65%
18%
50%
33%
Base: All Respondents
Figure 24: Preferred Methods to Receive Forms & Guidance Debtors
Money Advisers
Creditors
InsolvencyPractitioners
Figure 24 indicates that around two thirds of both Insolvency Practitioners and
Money Advisers (68% and 65% respectively) noted a preference for receiving
forms and guidance as a downloadable electronic document, with this applying to
half of Creditors (50%) and a third of Debtors (33%).
The outcome noted above for Debtors is almost identical to that found in 2016.
However, for the three remaining audiences, very notable variances are apparent
during that time, i.e.:
Money Advisers (rising from 23% to 65%)
Creditors (falling from 71% to 50%)
Insolvency Practitioners (falling from 79% to 68%)
Figure 24 also indicates that exactly half of Debtors (50%) expressed a preference
to receive forms and guidance in a paper/booklet format, with this applying to over
2 out of 5 Money Advisers (43%) and around 1 in 10 of both Creditors and
Insolvency Practitioners (10% and 9% respectively).
Accountant in Bankruptcy: Customer Experience Survey 2018
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The outcomes here for Money Advisers and Insolvency Practitioners are very
broadly in line with those found in 2016. However, since then, there has been a
decline in expressed preference for the receipt of forms and guidance in a
paper/booklet format amongst both Debtors and Creditors, i.e.:
Debtors (falling from 59% to 50%)
Creditors (falling from 17% to 10%)
Finally, Figure 24 indicates that around a quarter of Creditors, Money Advisers
and Insolvency Practitioners (28%, 26% and 23% respectively) expressed a
preference to receive forms and guidance to read on a website, whilst this applied
to approaching 1 in 5 Debtors (18%).
Although the outcome noted here for Insolvency Practitioners is almost identical to
that found in 2016, there were notable variances across the other three audiences
in terms of their preference to receive forms and guidance to read on a website,
i.e.:
Money Advisors (falling from 67% to 26%)
Debtors (falling from 24% to 18%)
Creditors (rising from 17% to 28%)
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6.0 GENERAL RESULTS PROFILE
6.1 Profile of Quantitative Responses – AiB
“How important are the following when rating the service provided by AiB or one of
our providers?”
0.00 0.50 1.00 1.50 2.00
Knowledgable staff
Clearcommunications
Efficiency
Quality service
Speed of response
1.29
1.23
1.49
1.46
1.60
1.19
1.25
1.31
1.31
1.44
1.15
1.17
1.30
1.22
1.38
1.28
1.30
1.37
1.34
1.43
Base: All Respondents
Figure 25: Importance of Factors When Rating Service Provided by AiB - Average Score Out Of 5
Debtors
Money Advisers
Creditors
InsolvencyPractitioners
Respondents were asked to rate the importance of a range of factors when rating
the service provided by AiB or one of its providers on a scale from 1 to 5, where
‘1’ was extremely important and ‘5’ was extremely unimportant and, on this basis,
it is of interest to note that high levels of priority are placed upon five elements of
the service provided by AiB, namely:
Speed of response
Quality of service
Efficiency
Clear communications
Knowledgeable staff
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Thereafter, a number of interesting outcomes are apparent here, namely:
Speed of response is of most importance to Money Advisers, Debtors and
Creditors when rating the service provided by AiB or one of its providers (with
average scores of 1.38, 1.43 and 1.44 respectively out of a possible 5) and of
least importance to Insolvency Practitioners (1.60)
Quality of service is of most importance to Money Advisers (1.22) and of least
importance to Insolvency Practitioners (1.46)
Efficiency is of most importance to Money Advisers and Creditors (1.30 and
1.31 respectively) and of least importance to Insolvency Practitioners (1.49)
Clear communications are of most importance to Money Advisers (1.17) and
of least importance – albeit marginally – to Debtors (1.30)
Knowledgeable staff is of most importance to Money Advisers and Creditors
(1.15 and 1.19 respectively) and of least importance to Debtors and
Insolvency Practitioners (1.28 and 1.29 respectively)
Further examination of the data indicates that, between 2016 and 2018, a number
of the factors under consideration here fell in terms of their importance to one or
more of the audiences participating in the research, i.e.:
Speed of response: falling by 24.2% amongst Insolvency Practitioners and
12.9% amongst Creditors in terms of its importance
Quality of service: falling by 24.7%, 11.4% and 10.3% respectively amongst
Insolvency Practitioners, Creditors and Money Advisers
Efficiency: falling by 29.4% amongst Insolvency Practitioners
Clear communications: falling by 26.3% and 15.5% respectively amongst
Insolvency Practitioners and Creditors
Knowledgeable staff: falling by 10.4% amongst Insolvency Practitioners
Accountant in Bankruptcy: Customer Experience Survey 2018
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“Did you have some level of contact with AiB?”
0% 20% 40% 60% 80%
Creditors
Debtors
Money Advisers
63%
68%
92%
Base: All Respondents
Figure 26: Some Level of Contact With AiB During Bankruptcy?
Figure 26 indicates that around 9 out of 10 Money Advisers (92%) stated that they
had had some level of contact with AiB during their client’s bankruptcy, protected
trust deed or DAS debt payment programme, whilst two thirds of Debtors (68%)
stated that they had had some level of contact with AiB during their bankruptcy,
protected trust deed or DAS debt payment programme, with this applying to
approaching two thirds of Creditors (63%) in terms of having had some level of
contact with AiB during the bankruptcy, protected trust deed or DAS debt payment
programme.
Between 2016 and 2018, there was a modest increase in the extent to which
Money Advisers stated that they had had some level of contact with AiB (rising
from 85% to 92%) and a modest fall in the extent to which Debtors stated that
they had had some level of contact with AiB (falling from 73% to 68%).
During that time, however, there was a far more dramatic rise in the extent to
which Creditors stated that they had had some level of contact with AiB (rising
from 5% to 63%).
Accountant in Bankruptcy: Customer Experience Survey 2018
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It should be noted that the presumption had been that all Insolvency Practitioners
would have had some level of contact with AiB and, therefore, they were excluded
from the data presented in Figure 26 as they were not asked this question.
“How satisfied are you with the overall service provided by AiB?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
0%
9%
31%
46%
14%
0%
5%
5%
0%
64%
27%
0%
2%
6%
12%
44%
36%
1%
1%
2%
5%
29%
63%
Base: 'Yes' in Figure 26
Figure 27: Overall Satisfaction With Service Provided by AiB Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 27, it can be seen that 9 out of 10 Debtors and Creditors (92% and
91% respectively) who had had some level of contact with AiB noted their
satisfaction with these contacts, with this applying to 4 out of 5 Money Advisers
(80%) and 3 out of 5 Insolvency Practitioners (60%).
The outcome noted above for Debtors is virtually identical to that found in 2016.
However, during that time, there was an increase in the extent to which Insolvency
Practitioners noted their overall satisfaction with the service provided by AiB
(rising from 50% to 60%) but a fall in the extent to which this applied to Money
Advisers (from 89% to 80%)1.
1 The very small number of Creditors who had had some level of contact with AiB in 2016 is such
that it is not possible to provide even indicative comparisons for their responses between 2016 and 2018.
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From Figure 27, it can also be seen that approaching two thirds of Debtors (63%)
specifically stated that they were very satisfied with the overall service provided by
AiB. This only applied to around a third of Money Advisers (36%), a quarter of
Creditors (27%) and 1 in 7 Insolvency Practitioners (14%).
The outcomes here for these three audiences are very much in line with those
found in 20162.
Finally, Figure 27 indicates that levels of dissatisfaction with the overall service
provided by AiB were minimal across all four audiences (ranging from 3% for
Debtors to 10% for Creditors) and, indeed, the outcomes here for these three
audiences are broadly in line with those found in 20162.
6.2 Profile of Qualitative Responses – AiB
Respondents in all four audiences who had had contact with AiB were given the
opportunity to provide verbatim comments about the service it provided to them.
Money Advisers
The comments provided by Money Advisers who had had contact with AiB during
their client’s bankruptcy, protected trust deed or DAS debt payment programme
were both positive and negative in nature. In particular, the primary positive
comments focused around AiB and its staff being helpful.
Thereafter, secondary positive comments focused around:
AiB providing a good service, respondents being happy with the AiB service
and respondents being satisfied with AiB’s service
Communications from AiB being clear and transparent
AiB staff being polite and courteous
AiB staff being knowledgeable
2 The very small number of Creditors who had had some level of contact with AiB in 2016 is such
that it is not possible to provide even indicative comparisons for their responses between 2016 and 2018.
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Finally, more specific positive comments were made here relating to, for
example:
Respondents having largely positive experiences with AiB
AiB staff being excellent
Recent improvements in the courtesy of staff
Respondents having great dealings with AiB
AiB being an approachable organisation
AiB staff being friendly
AiB providing a great service
The ability of AiB staff to answer questions
The negative comments provided were largely specific in nature. However,
these were most notable in relation to e-mail responses being slow, not being
acknowledged or being unanswered.
Thereafter, secondary negative comments were made here in relation to:
Unnecessary or excessive information being requested
Inconsistencies in information requested/provided by different staff
Different advice given by different staff
Staff occasionally being obstructive, lacking knowledge and being unhelpful
Length of time waited for responses (for example, from payment distributors)
AiB being over-reliant on its guidelines (rather than taking into account the
circumstances of Debtors)
Finally, specific negative comments were made here in relation to:
The length of time it can take to get through to the correct person by phone
The online application process being cumbersome
Respondents encountering IT issues
DAS being difficult to administer/keep up to date with
Staff not giving their names when contacted by phone
Information provided by Money Advisers being missed (and, therefore,
requiring to be sent again)
Information in booklets being outdated
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There being too many box tickers in AiB
AiB being bureaucratic
Not being provided with definitive answers to complex/unusual queries
Failures to acknowledge/reply to additional evidence supplied in support of
bankruptcy applications
Difficulties encountered for clients for whom English was not their first
language
Electronic application processes needing to be improved
Length of time taken to provide information being unsatisfactory
AiB staff occasionally being inefficient, patronising and unhelpful
Ambiguous answers being provided
Staff lacking money advice training
Lack of knowledge as to how AiB processes work
Creditors
The comments provided by Creditors in relation to the overall service provided by
AiB during the bankruptcy, protected trust deed or DAS debt payment programme
were all specific and negative in nature and were as follows:
A belief that the AiB website does not offer clear information
Concerns that AiB is trying to become self-sufficient
A belief that AiB is obstructive and very unwilling to help and that there is “a
defensiveness to its communications and no willingness to deliver solutions”
In addition, two comments were made with regard to Creditor beliefs or desires,
namely:
A belief that AiB’s focus is on Debtors and it does not care about “small
businesses like us who could go under”
A desire for the Insolvency Register to be easier to access
Insolvency Practitioners
The comments provided by Insolvency Practitioners about the service provided by
AiB were both positive and negative in nature.
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From a positive perspective, positive terms were used, such as:
Helpful
Informative
Honest when unsure
AiB providing a good service
AiB staff being knowledgeable and supportive
AiB staff being patient and courteous
Recent improvements in communications
In contrast, specific negative comments were provided in relation to:
AiB’s consistency being questionable
Changes in processes and opinions “coming out of the blue”
Delays in receiving information
AiB staff not understanding the statutory provisions/the basics of insolvency
Frustrations with AiB (for example, when dealing with fee restrictions)
There being too many box tickers in AiB
Debtors
The comments provided by Debtors who had had contact with AiB during their
bankruptcy, protected trust deed or DAS debt payment programme were
overwhelmingly positive in nature. In particular, extremely positive comments
were made about AiB staff who were noted as being:
Able to deal well with Debtors problems
Courteous, pleasant and polite
Easy to deal with
Empathetic
Fantastic
Friendly
Helpful
Kind/compassionate
Knowledgeable/informative (for example, in terms of their ability to answer
questions and explain processes)
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Patient
Professional
Responsive
Supportive
Understanding
Thereafter, notable secondary positive mention was made here of:
Debtors being satisfied with their experience and service provided by AiB
The efficiency of AiB’s service and staff
AiB providing an excellent service
Debtors being dealt with without judgement
AiB taking the stress out of a very stressful situation (“putting Debtors at
ease”)
Agents that AiB had appointed being helpful
Finally, more specific positive mention was made here of:
AiB’s responses being quick
AiB being well organised
The amount of advice provided by AiB
Indeed, it should be stressed that there were a considerable number of
expressions of thanks by Debtors, together with a number of Debtors making
reference to their dealings with AiB changing their life.
The positive comments noted above should be placed within the context that
many of those providing feedback here described the process of going through
bankruptcy as being a highly stressful one and, accordingly, the assistance
provided by AiB was seen as being particularly useful/valuable.
Unlike the positive comments made by Debtors, relatively few negative
comments were provided, all of which were very specific in nature, including,
for example:
AiB being difficult to deal with
A Debtor who felt a little intimidated by an AiB staff member
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Being given little information about the process
No documents being received post-insolvency
A Debtor who found the process confusing
Lack of advice provided
Being stressed by correspondence with AiB
Processes and information required not being made clear
Lack of ongoing contact from AiB
Information not being provided in a timely fashion
Some information requiring to be sent more than once
E-mails that can be threatening in nature
The time taken to respond to e-mails
Difficulties in getting through to AiB (including undelivered e-mails and
voicemails being full)
6.3 Profile of Quantitative Responses – Agents/Providers
“Did you have some level of contact with an agent/provider operating on behalf of
AiB?”
0% 20% 40% 60% 80%
Creditors
Money Advisers
Debtors
42%
43%
71%
Base: All Respondents
Figure 28: Contact With Agent/Provider During Bankruptcy Process?
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From Figure 28, it can be seen that over two thirds of Debtors (71%) stated that
they had had some level of contact with an agent/provider operating on behalf of
AiB during their bankruptcy, protected trust deed or DAS debt payment
programme but that only around 2 out of 5 Money Advisers and Creditors (43%
and 42% respectively) stated that they had had some level of contact with an
agent/provider operating on behalf of AiB during the bankruptcy, protected trust
deed or DAS debt payment programme.
The outcomes noted above for both Debtors and Money Advisers are very similar
to those found in 2016. However, since then, there has been a notable increase
in the extent to which Creditors noted contact with an agent/provider operating on
behalf of AiB (rising from 22% to 42%).
“How satisfied are you with the overall service provided by an agent/provider
operating on behalf of AiB?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
7%
7%
13%
67%
7%
0%
2%
13%
25%
48%
13%
0%
3%
4%
8%
28%
58%
Base: 'Yes' in Figure 28
Figure 29: Overall Satisfaction With Service Provided by Agent/Provider Operating On Behalf of AiB
Debtors
Money Advisers
Creditors
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Figure 29 indicates that approaching 9 out of 10 Debtors (86%) who had contact
with an agent/provider during their bankruptcy, protected trust deed or DAS debt
payment programme process noted their satisfaction with this contact, with this
applying to three quarters of Creditors (74%) and 3 out of 5 Money Advisers
(61%) in relation to the bankruptcy, protected trust deed or DAS debt payment
programme.
Between 2016 and 2018, there was a slight fall in the extent to which Debtors
noted satisfaction here (from 92% to 86%), a modest rise in the extent to which
Money Advisers noted satisfaction here (from 56% to 61%) and a much more
notable rise in the extent to which Creditors noted their overall satisfaction with the
service provided by an agent/provider (rising from 50% to 74%).
Figure 29 also indicates that, whilst 3 out of 5 Debtors (58%) specifically stated
that they were very satisfied with the overall service provided by an agent/provider
operating on behalf of AiB, this applied to a far lower proportion of both Money
Advisers and Creditors (13% and 7% respectively).
The outcome noted above for Money Advisers is very similar to that found in
2016. However, since then, there had been a decrease in the extent to which
Debtors specifically stated that they were very satisfied with the overall service
provided by an agent/provider operating on behalf of AiB (falling from 70% to
58%) and a modest rise in this regard amongst Creditors (from 0% to 7%).
Finally, Figure 29 indicates that very few Debtors (7%) noted dissatisfaction with
the overall service provided by an agent/provider operating on behalf of AiB (as
was the case in 2016: 4%), but that levels of dissatisfaction were slightly higher
amongst both Money Advisers and Creditors, i.e.:
Money Advisers (15% compared to 5% in 2016)
Creditors (14% compared to 17% in 2016)
6.4 Profile of Qualitative Responses – Agents/Providers
Respondents in all four audiences who had had contact with an agent/provider
operating on behalf of AiB were also given the opportunity to provide verbatim
comments about the service provided to them by agents/providers.
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Money Advisers
Almost all of the comments provided by Money Advisers who had had contact with
an agent/provider operating on behalf of AiB during their client’s bankruptcy,
protected trust deed or DAS debt payment programme were negative, although
very specific in nature. The exception here was that of references to difficulties in
getting agents to make decisions, provide information and provide figures.
Thereafter, more specific negative comments were provided, such as:
Agents/providers providing incorrect information to clients
Agents/providers not being professional
Agents/providers being slow to answer e-mails
Beliefs that payment distributors and DAS could do more
Agents/providers referring back to AiB too often, causing delays for clients
Third-party providers being difficult to contact
Differing attitudes and approaches by different agents/providers
Only two positive comments were provided which related to agents/providers:
Being courteous, helpful and approachable
Mostly being good
Creditors
When Creditors were asked for comments with regard to the service provided by
agents/providers operating on behalf of AiB during the bankruptcy, protected trust
deed or DAS debt payment programme, only two were provided. These were as
follows:
“The case I brought to court has been grossly mishandled by the agent”
“They tell us what they do for the Debtors but do not listen to us at all”
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Debtors
The overwhelming majority of comments provided by Debtors who had had
contact with an agent/provider operating on behalf of AiB during their bankruptcy
were positive, primarily in terms of agents/providers being described as
professional, helpful, knowledgeable and very good. Thereafter, references were
made to agents/providers being perfect, providing good/clear guidance/
information, being in regular contact, being efficient/quick, being courteous, being
understanding, being fantastic, being helpful, being reassuring, being
compassionate/empathetic and explaining processes well.
Any negative comments provided here were specific in nature, namely:
AiB and its agents/providers having different procedures
Staff not being knowledgeable
Cost to call agents/providers
Lack of accessible information regarding the stages of bankruptcy and rules
during bankruptcy period
Minimal levels of contact from agents/providers
Agents/providers not caring about their clients
Agents/providers being unsympathetic
E-mail/telephone communications issues (particularly in relation to delays in
responding to e-mails)
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7.0 AiB WEBSITE PROFILE
7.1 Profile of Quantitative Information
“How easy do you find the information you are looking for on the aib.gov.uk
website?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very difficult
Fairly difficult
Fairly easy
Very easy
0%
3%
7%
69%
11%
18%
0%
9%
62%
12%
0%
1%
14%
70%
16%
15%
2%
4%
48%
31%
Base: All Respondents
Figure 30: Ease/Difficulty to Find Information on Websites Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 30, it can be seen that the vast majority of respondents across all
four audiences believed that it was easy (either fairly easy or very easy) to find
information they were looking for on the aib.gov.uk website, i.e.:
Money Advisers (86%)
Insolvency Practitioners (80%)
Debtors (79%)
Creditors (74%)
Between 2016 and 2018, there were modest decreases in the extent to which
both Debtors and Creditors believed that it was easy to find information they were
looking for on the aib.gov.uk website, i.e.:
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Creditors (falling from 84% to 74%)
Debtors (falling from 85% to 79%)
During that time, however, there were also modest increases in the extent to
which both Money Advisers and Insolvency Practitioners noted ease in this
regard, i.e.:
Money Advisers (rising from 76% to 86%)
Insolvency Practitioners (rising from 72% to 80%)
From Figure 30, it can also been seen that around a third of Debtors (31%)
specifically stated that they found it very easy to find information they were looking
for on the AiB.gov.uk website and this applied to a notably lower proportion of the
three remaining audiences, i.e.:
Money Advisers (16%)
Creditors (12%)
Insolvency Practitioners (11%)
In addition, the extent to which respondents found difficulty in accessing
information they were looking for on the AiB.gov.uk website was relatively limited
(ranging from 6% for Debtors to 15% for Money Advisers).
Finally, it should be stressed, however, that a proportion of both Creditors and
Debtors (18% and 15% respectively) believed that this question was not
applicable to them. This should be taken into account when considering the
outcomes noted above3.
3 It should be noted that this question was asked differently in 2016, on the basis that it referred to
the AiB.gov.uk and scotlandsfinancialhealthservice.gov.uk websites. Accordingly, comparisons are not appropriate.
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“Overall, how satisfied are you with AiB’s website?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Not Applicable
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
0%
9%
34%
54%
3%
9%
0%
3%
21%
56%
12%
0%
1%
5%
20%
56%
18%
14%
1%
1%
12%
39%
33%
Base: All Respondents
Figure 31: Overall Satisfaction With AiB's Website Debtors
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 31, it can be seen that three quarters of both Money Advisers and
Debtors (74% and 72% respectively) stated that they were satisfied with AiB’s
website, with this applying to two thirds of Creditors (68%) and approaching 3 out
of 5 Insolvency Practitioners (57%).
Figure 31 also indicates that around a third of Debtors (33%) specifically stated
that, overall, they were very satisfied with the AiB website, with this applying to
approaching 1 in 5 Money Advisers (18%), 1 in 8 Creditors (12%) but very few
Insolvency Practitioners (3%).
Finally, Figure 31 indicates that levels of overall dissatisfaction with the AiB
website are minimal (ranging from 2% to Debtors to 9% for Insolvency
Practitioners)4.
4 It should be noted that this question was asked differently in 2016, on the basis that it referred to
the AiB.gov.uk and scotlandsfinancialhealthservice.gov.uk websites. Accordingly, comparisons are not appropriate.
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7.2 Profile of Qualitative Information
Again, at this point in the questionnaire, respondents were given the opportunity to
provide verbatim comments about AiB’s websites.
Money Advisers
Virtually all of the comments provided about AiB’s website by Money Advisers
were negative in nature and, in particular, focused around difficulties in
navigation/finding documents and information (with specific references being
made here to the search function of the website).
Thereafter, more specific negative comments were provided about AiB’s
website in terms of the website:
Not being sufficiently user-friendly
Not being particularly intuitive
Lacking explanatory notes in languages other than English
Having too much prominence placed on AiB news
Lacking specific sections (for, for example, Money Advisers and Debtors)
Being more difficult to navigate since recent changes to the website
Having problems in terms of elements of the website crashing/logging users
out (with particular references being made here to DAS)
Lacking a focus on Debtors
Lacking guidance for Money Advisers (e.g. information on rules and
regulations when inputting a DAS or bankruptcy)
Having a hard delete immediately when transferred to BASYS
Only one positive comment was provided here which was specific in nature
and related to the updated bankruptcy application processes on BASYS having
improved vastly and being easier to input applications.
Creditors
Only three comments were provided by Creditors in relation to the AiB website
which were as follows:
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“Easy to search if you have customer name but, when trying to search for any
bankruptcy etc. in Highland area only, have to put lots of separate postcodes
in which is time consuming. Also to have to keep on resetting site when doing
searches”
“I think it is one of the better Government websites”
“It needs to be more easily accessible like the English Insolvency Register
where all that is needed is the individual’s name”
Insolvency Practitioners
Only six comments were noted by Insolvency Practitioners with regard to the AiB
website, all of which were specific and negative. These were as follows:
“A lot of out-of-date information on the website”
“Navigating through CFT and BASYS can be very time consuming. Being able
to link to areas without having to go back through individual pages would be
very useful”
“Overall, not very user-friendly. Typical Government site”
“The front page is very busy. Loads of information, boxes and links. Could be
more streamlined”
“Too many clicks, too much own information, difficult to navigate at times”
“Too many dead links”
Debtors
The comments provided by Debtors with regard to the AiB website were both
positive and negative.
In particular, the primary positive comments made about the website were that:
It was a good source of information and provided a significant amount of
valuable information (which made processes clearer)
It was easy to navigate/find information
Thereafter, more specific positive comments were made with regard to the AiB
website in terms of it:
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Being ok or fine
Being helpful and easy to understand
Providing answers to all the questions that a Debtor could have
Being clear and concise
Being informative
Being professional
The primary negative comments made by Debtors about the AiB website
related to it being difficult to navigate, use and find information on (as a function of
being poorly structured and complicated).
Thereafter, more specific negative comments were made here by Debtors in
terms of the AiB website:
Having language which was difficult to understand
Being confusing (unless all options and processes associated with, for
example, trust deeds and bankruptcy were understood)
Lacking detail regarding how processes work and other information (for
example, in relation to personal limits)
Lacking non-English language content
It should also be noted that a significant number of Debtors made reference here
to having not used the AiB website (on the basis that a third party had provided
support to them), whilst a number of others were unaware of the AiB website.
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8.0 AiB IT SYSTEMS
8.1 Profile of Quantitative Information
Money Advisers, Creditors and Insolvency Practitioners were asked a number of
questions pertaining to AiB’s IT systems. This was the first occasion that these
questions had been asked.
The data presented in Figures 32 to 37 inclusive exclude respondents who stated
that a question was not applicable to them.
“How satisfied are you with the IT systems AiB provide for debt relief products -
ASTRA?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
14%
14%
25%
33%
4%
20%
0%
0%
40%
40%
2%
5%
14%
61%
17%
Base: All Respondents (Excluding 'Not Applicable')
Figure 32: Satisfaction With IT Systems That AiB Provide for Debt Relief Products: ASTRA
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 32, it can be seen that 4 out of 5 Creditors and Money Advisers (80%
and 78% respectively) noted their satisfaction with the ASTRA IT system.
Thereafter, 1 in 6 Money Advisers (17%) specifically stated that they were very
satisfied with ASTRA, whilst this applied to 2 out of 5 Creditors (40%).
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Figure 32 also indicates that approaching 2 out of 5 Insolvency Practitioners
(37%) noted their satisfaction with ASTRA, but very few (only 4%) specifically
stated that they were very satisfied with this IT system.
Finally, Figure 32 indicates that approaching 3 out of 10 Insolvency Practitioners
(28%) noted their dissatisfaction with ASTRA, with this applying to 1 in 5 Creditors
(20%) and very few Money Advisers (only 7%).
“How satisfied are you with the IT systems AiB provide for debt relief products -
BASYS?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
11%
11%
37%
34%
6%
0%
0%
0%
50%
50%
2%
5%
14%
61%
17%
Base: All Respondents (Excluding 'Not Applicable')
Figure 33: Satisfaction With IT Systems That AiB Provide for Debt Relief Products: BASYS
Money Advisers
Creditors
InsolvencyPractitioners
Figure 33 indicates that all Creditors and 4 out of 5 Money Advisers (100% and
78% respectively) noted their satisfaction with BASYS, with 1 in 6 Money Advisers
(17%) specifically stating that they were very satisfied with BASYS and this
applying to half (50%) of Creditors.
Figure 33 also indicates that 2 out of 5 Insolvency Practitioners (40%) noted their
satisfaction with BASYS, but that very few (only 6%) specifically stated that they
were very satisfied with it.
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Finally, Figure 33 indicates that over 1 in 5 Insolvency Practitioners (22%) noted
their dissatisfaction with BASYS. However, this applied to no Creditors and very
few Money Advisers (0% and 7% respectively).
“How satisfied are you with the IT systems AiB provide for debt relief products –
DASH?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
17%
14%
46%
22%
0%
0%
23%
27%
34%
15%
16%
24%
30%
25%
5%
Base: All Respondents (Excluding 'Not Applicable')
Figure 34: Satisfaction With IT Systems That AiB Provide for Debt Relief Products: DASH
Money Advisers
Creditors
InsolvencyPractitioners
From Figure 34, it can be seen that almost exactly half of Creditors (49%) noted
their satisfaction with DASH. However, this applied to a far lower proportion of
both Money Advisers and Insolvency Practitioners (30% and 22% respectively).
Figure 34 also indicates that around 1 in 6 Creditors (15%) specifically stated that
they were very satisfied with DASH. However, this applied to no Insolvency
Practitioners and very few Money Advisers (0% and 5% respectively).
Finally, Figure 34 indicates that 2 out of 5 Money Advisers (40%) noted their
dissatisfaction with DASH, with this applying to almost a third of Insolvency
Practitioners (31%) and almost a quarter of Creditors (23%).
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“Do you feel you are provided with sufficient information about updates to AiB’s IT
systems - ASTRA?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
8%
46%
42%
4%
0%
11%
33%
33%
22%
0%
0%
47%
29%
24%
Base: All Respondents (Excluding 'Not Applicable')
Figure 35: Sufficiency of Information re Updates to AiB's IT Systems: ASTRA
Money Advisers
Creditors
InsolvencyPractitioners
Figure 35 indicates that around half of Creditors, Money Advisers and Insolvency
Practitioners (55%, 53% and 46% respectively) noted their satisfaction in terms of
being provided with sufficient information about updates to ASTRA.
Thereafter, around a quarter of both Money Advisers and Creditors (24% and 22%
respectively) specifically stated that they were very satisfied with being provided
with sufficient information about updates to ASTRA, although this applied to very
few Insolvency Practitioners (only 4%).
Finally, Figure 35 indicates that levels of dissatisfaction with ASTRA were low
(ranging from 0% for Money Advisers to 11% for Creditors).
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“Do you feel you are provided with sufficient information about updates to AiB’s IT
systems - BASYS?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
9%
38%
47%
6%
0%
11%
23%
34%
34%
1%
6%
25%
52%
17%
Base: All Respondents (Excluding 'Not Applicable')
Figure 36: Sufficiency of Information re Updates to AiB's IT Systems: BASYS
Money Advisers
Creditors
InsolvencyPractitioners
Figure 36 indicates that around two thirds of both Money Advisers and Creditors
(69% and 68% respectively) noted their satisfaction in terms of being provided
with sufficient information about updates to BASYS, with this applying to around
half of Insolvency Practitioners (53%).
Figure 36 also indicates that a third of Creditors (34%) specifically stated that they
were very satisfied in terms of being provided with sufficient information about
updates to BASYS, with this applying to 1 in 6 Money Advisers (17%) and very
few Insolvency Practitioners (only 6%).
Finally, Figure 36 indicates that levels of dissatisfaction with being provided with
sufficient information about updates to BASYS were low (ranging from 7% for
Money Advisers to 11% for Creditors).
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“Do you feel you are provided with sufficient information about updates to AiB’s IT
systems - DASH?”
0% 10% 20% 30% 40% 50% 60% 70% 80%
Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
0%
4%
56%
35%
4%
4%
14%
18%
43%
22%
3%
8%
27%
45%
16%
Base: All Respondents (Excluding 'Not Applicable')
Figure 37: Sufficiency of Information re Updates to AiB's IT Systems: DASH
Money Advisers
Creditors
InsolvencyPractitioners
Figure 37 indicates that approaching two thirds of Creditors (65%) stated that they
were satisfied in terms of being provided with sufficient information about updates
to DASH. This applied to a slightly lower proportion of Money Advisers (61%) and
a much lower proportion of Insolvency Practitioners (39%).
Figure 37 also indicates that over 1 in 5 Creditors (22%) specifically stated that
they were very satisfied in terms of being provided with sufficient information
about updates to DASH, whilst this applied to 1 in 6 Money Advisers (16%) but
very few Insolvency Practitioners (only 4%).
Finally, Figure 37 indicates that approaching 1 in 5 Creditors (18%) noted their
dissatisfaction in terms of being provided with sufficient information about updates
to DASH. This also applied to 1 in 10 Money Advisers (11%) but very few
Insolvency Practitioners (only 4%).
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8.2 Profile of Qualitative Information
Once again, at this point in the questionnaire, respondents were given the
opportunity to provide verbatim comments about AiB’s IT systems.
Money Advisers
The comments made concerning AiB’s IT systems by Money Advisers were
mostly specific in nature, with two exceptions, in relation to which more
prominent comments were made. These were as follows:
Criticisms of DASH – which were significant and related to, for example, it not
being sufficiently user-friendly, not being fit for purpose, being difficult to
navigate, being confusing and being unnecessarily complicated
Positive comments about AIB’s IT systems having improved recently
(including BASYS)
With one exception, all of the remaining comments were specific and negative in
nature, including:
Difficulties encountered when using BASYS
AiB’s IT systems not running smoothly
AiB’s IT systems being cumbersome (particularly DASH)
Difficulties with firewalls and browsers
Not having an individual at AiB to call if IT problems are encountered
The laborious process to enter debt information on to the sequestration
application form
The extent to which it is time consuming to enter dates into systems
Lack of notifications when a system is not working (which users may not know
until “they are kicked out in the middle of the work”)
Difficulties in changing passwords
The one specific positive comment made relating to AiB’s IT systems was that
“whenever there is an issue with the IT system, it is very quickly resolved”.
In the context of the comments noted above regarding DASH, it should be noted
that a number of Money Advisers made reference to looking forward to EDEN
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being brought in to replace DASH (which, it was believed, would be far better than
the existing system).
It should also be noted that three observations are worthy of note, namely
desires:
For DASH to be made more like BASYS when it comes to Creditors
For more end-user testing of new systems before they go live
To be told about changes made in order to minimise difficulties for users
Creditors
When Creditors were asked if they had any other comments they would like to
make concerning AiB’s IT systems, three negative comments were provided.
These were as follows:
“Difficult to navigate and insufficient help”
“Some pages a little clunky/old-fashioned”
“Very slow and not clear how to make changes”
In addition, one Creditor made the following comment – “The sooner EDEN
replaces DASH the better. I know you are nearly there and the workshop in
Glasgow for Creditors was excellent”.
Insolvency Practitioners
Finally, when Insolvency Practitioners were asked if they had any other comments
regarding AiB’s IT systems, three negative comments were made which were as
follows, namely:
“Could do with updating”
“The BASYS system is not user-friendly at all. The amount of times password
changes are requested is ridiculous. That there is not a user e-mail
notification system for documents uploaded by the AiB to BASYS is extremely
unhelpful”
“Too many systems. Need to be consolidated a bit more. Cumbersome and
difficult to move around it”
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In addition, two suggestions were made here by Insolvency Practitioners,
namely:
“BASYS should adopt the same system, obviously where relevant, that
ASTRA has. There are similar questions/parts on each. Both systems are
different, although ASTRA is the better system of the two”
“If they could all be the same or similar, that would help”
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9.0 KEY MESSAGES
9.1 Telephone Contact Profile – AiB
AiB should be greatly encouraged by the outcomes pertaining to telephone
contact with the organisation in terms of:
Levels of satisfaction with telephone contact
The extent to which staff are providing their name to those who telephone
them
The extent to which those contacting AiB by telephone are able to speak to the
right person first time
Levels of satisfaction with the politeness and courtesy of those who contact
AiB by telephone
Levels of satisfaction with the way in which telephone queries are dealt with
Nonetheless, there is scope for improvement in some areas, including, for
example:
Levels of satisfaction with telephone contacts amongst Insolvency
Practitioners
The extent to which staff give their name when speaking to Creditors
The extent to which Insolvency Practitioners are able to speak to the right
person first time when they call AiB
9.2 Telephone Contact Profile – Agents/Providers Operating on Behalf of AiB
AiB should also be greatly encouraged by the profile of opinions provided in
relation to telephone contacts with agents and providers operating on its behalf,
including:
Levels of satisfaction with the time it took to get through to the right person
The extent to which agent/provider staff provide their name when speaking to
Debtors and Money Advisers
The extent to which Debtors were able to speak to the right person first time
when they telephoned an agent/provider
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The extent of satisfaction with the politeness and courtesy of agent/provider
staff when contacted by telephone
The level of satisfaction amongst Debtors and Creditors in terms of how their
query was dealt with by an agent/provider
Despite this, there is scope for improvement in a number of areas, including:
The extent to which Money Advisers and Creditors are able to get through to
the right person when they telephone agents/providers
The extent to which agent/provider staff provide Creditors with their name
The extent to which Money Advisers and Creditors are able to speak to the
right person first time when they telephone agents/providers
The extent of satisfaction amongst Money Advisers in terms of the way their
query is dealt with when contacting agents/providers by telephone
9.3 Written & E-mail Contact Profile
In terms of written and e-mail contacts to AiB, the organisation should be
encouraged by the positive profile which emerged in this regard in terms of:
The levels of satisfaction amongst Debtors and Money Advisers relating to the
time taken to respond to such contacts
The levels of satisfaction with the way written or e-mailed queries are dealt
with
Again, nonetheless, despite these positive outcomes, there is scope for improving
the extent to which Creditors and Insolvency Practitioners are satisfied with the
time taken to respond to their written or e-mailed contacts with AiB and, to some
extent, levels of satisfaction amongst Insolvency Practitioners in terms of how
written or e-mailed queries are dealt with.
AiB should also be encouraged by the levels of satisfaction noted by Debtors and
Creditors in terms of the time it takes agents/providers to respond to written or e-
mail contacts and the extent to which Debtors and Creditors noted satisfaction in
terms of the way their written or e-mail queries are dealt with by agents/providers.
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Again, however, there is scope for improvement in terms of written and e-mail
contacts with agents/providers, particularly in terms of:
Increasing the extent to which Money Advisers are satisfied with the time
taken to respond to written or e-mail contacts with agents/providers
Increasing the extent to which Money Advisers are satisfied with the way their
written or e-mail queries are dealt with by agents/providers
9.4 Face-to-Face Contact Profile
On the basis of the indicative data gathered in relation to face-to-face contacts,
there is evidence that:
Those who had visited the office of AiB were satisfied in terms of being seen
promptly
Those who had visited the office of an agent or provider were also satisfied in
terms of being seen promptly
9.5 Forms & Guides Profile
In terms of forms and guides, AiB should be encouraged by the levels of
satisfaction with information contained within their leaflets, guides or forms,
particularly the levels of satisfaction noted by Debtors, Money Advisers and
Insolvency Practitioners. Nonetheless, there is scope for improvement here to the
extent of satisfaction amongst Creditors in this regard.
Those participating in the research have varying preferences in terms of receipt of
forms and guidance in future, including:
Insolvency Practitioners and Money Advisers having a particular preference to
do so through downloadable electronic documents
Debtors and Money Advisers having the greatest preference to receive forms
and guidance in a paper or booklet format
Levels of preference to receive forms and guidance to be read on a website
being relatively low across all three audiences
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9.6 General Results Profile
Money Advisers, Debtors and Creditors place a significant degree of importance
on a number of the elements of the service provided to them by AiB and its
agents/providers, namely speed of response, quality of service, efficiency, clear
communications and knowledgeable staff.
AiB should be encouraged that:
Amongst those who have had some level of contact with AiB, overall levels of
satisfaction are high, particularly amongst Debtors, Creditors and Money
Advisers. Nonetheless, there is some scope for improvement here in terms of
the overall satisfaction of Insolvency Practitioners with the service provided by
AiB
Those who have had some level of contact with agents or providers also
expressed high levels of satisfaction with the overall service that they
provided, particularly Debtors and Creditors. However, there is some scope
for improvement in this regard in terms of levels of satisfaction noted by
Money Advisers
9.7 AiB’s Website Profile
AiB should be encouraged that, across each of the four audiences participating in
the research, there was a very strong belief that it is easy to find information they
are looking for on the aib.gov.uk website.
In addition, it is encouraging that Money Advisers and Debtors are very largely
satisfied with AiB’s website. Nonetheless, there is some scope to improve the
levels of satisfaction amongst Insolvency Practitioners with AiB’s website and, to a
lesser extent, the levels of satisfaction of Creditors in this regard.
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9.8 AiB’s IT Systems
AiB should be encouraged that the vast majority of Creditors and Money Advisers
are satisfied with the ASTRA and BASYS IT systems for debt relief products.
However, this was far less likely to be the case amongst Insolvency Practitioners
and, accordingly, there is significant scope for improvement in this regard.
AiB should take note that there is significant scope to improve the extent to which
Creditors, Money Advisers and Insolvency Practitioners are satisfied with the
DASH IT system.
AiB should also note that there is also scope to improve the extent to which
Money Advisers, Creditors and Insolvency Practitioners are being provided with
what they believe to be sufficient information about updates that ASTRA and that
there is scope to improve levels of satisfaction in this regard amongst Insolvency
Practitioners in relation to BASYS.
Finally, AiB should be encouraged that most Creditors and Money Advisers are
satisfied in terms of the sufficiency of information with which they are provided
about updates to DASH. However, AiB should also note that there is significant
scope for improvement in this regard amongst Insolvency Practitioners.
9.9 Overarching Key Message
AiB should be highly encouraged by the profile of results which have emerged
from this Customer Experience Survey in 2018.
In particular, there are, overall, high levels of satisfaction expressed by Debtors,
Creditors, Money Advisers and Insolvency Practitioners with the services,
processes and practices of AiB and their experiences of interacting with the
organisation per se and those who work for it specifically.
There are areas for possible improvement. However, AiB must give careful
consideration as to whether or not these improvements are necessary and, if so:
The extent of improvement that should be targeted
Timescales within which improvements should be achieved
The resources that would be required in order to achieve these improvements