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AgVetLink: Number 59, December 2006

Client Survey Response

As a result of the client survey included in the October AgVetLink, we are now in a position to give you a generalisation of our findings. For a more detailed synopsis of the survey please visit our website after the holidays.

Processes

The majority of applicants usually find that:

• our forms and instructions are easy to understand and complete

• we keep them sufficiently informed during the application process, and

• we meet the regulatory timelines.

Service

Responses show that we are always or usually polite and co-operative in our daily telephone and email communications and that we respond to messages approximately 90% of the time. The majority of applicants are content with the way in which we resolve their issues, although about 30% of applicants would like us to give more consideration to their issues.

Communication

The most preferred method of communication was email with telephone calls coming a rather distant second. In general, applicants found our overall written communication easy to understand.

Website

Our website was generally found to be user friendly. Many constructive comments have been taken on board for further development of our website tool, which is planned for early 2007.

Publications

AgVetLink is considered by our applicants to be a worthwhile publication.

The ACVM Group would like to thank everyone who took the time to participate in the survey. We received many valuable comments and we appreciate your suggestions for improvement and positive feedback.