Clients told us they trust us - Annual Report 2019/20
Feedback we have received from people who need our support confirms that we have continued to strengthen our service culture and improve people’s experiences of dealing with us. This contributes to mana manaaki, providing a positive experience every time.
We have continuously improved how we communicate so that our information and messages are client-centred and easy to understand, in writing, online, and in our service centres.
Clients can easily access clear information about what support they can get, and it is now easier to complete online application forms on mobile devices. Welcome messages appear in 11 languages on digital signage screens in all service centres and on the uniforms of our tautiaki (security guards).
Our Heartbeat Client Experience Surveys give thousands of clients each day the chance to tell us about their experience with MSD. In 2019/20 we received over 70,000 survey responses and more than 150,000 comments that helped us understand what our clients face and feel when interacting with us. The overall Client Experience Score was 8.5 (out of 10) and our Net Trust Score was +43.2 (in a range of -100 to +100) – this is a very positive score.
The Heartbeat Surveys were paused from March 2020 as New Zealand went into higher COVID-19 Alert Levels, but were resumed from July. The pause gave staff the opportunity to support essential work elsewhere in MSD during this period. Before the pause, one of the key themes to emerge from client feedback was that our staff try their best to provide a good experience.
Heartbeat Client Experience survey results for 2019/20:
80% of clients reported a positive experience with the person they spoke to.
83% felt “completely” respected during their interaction.
Comments also told us that people appreciate the stress our staff are under in the current circumstances, and that they respect our efforts to provide the best possible service in a difficult environment.
