Connexions Direct User Survey
In 2004, TNS Social surveyed the views of users of the Connexions Direct telephone and web chat (now advisor online) service. This study was repeated in 2006 and 2008, enabling TNS to compare the results of this survey with previous waves of the study. In 2008 TNS also assessed the email service for the first time. For the 2008 study, the department also wanted to widen the survey by obtaining the views of other young people. The TNS Omnibus survey of a large and representative sample of 13-19 year olds was used to obtain their views on awareness, use, experience and requirements of sources of information and advice, and TNS also hold focus groups with small numbers of young people.
The findings were very positive, with 92 percent of users of the telephone, adviser online and email services reporting that they were very or fairly satisfied with the service, up from 89 percent in 2006. Users found the service to be very accessible, with 96 percent of users rating the email service and the webchat service as easy or very easy to use, an increase from 90 percent in 2006. The friendliness of advisers was also praised, with 96 percent of all users rating the adviser as very or fairly friendly. 90 percent of those surveyed are likely to use Connexions Direct again.
The Omnibus survey found that 14 percent of the young people had used Connexions Direct to access information or advice. 84 percent of these young people who used Connexions Direct for IAG on learning or careers thought it was useful at providing this service. |