Seirbhísí Gaeilge Torthaí Suirbhé um Shástacht Custaiméara 2015 Irish Language Services Customer Satisfaction Survey Results 2015 Powered by
Comhthéacs Chuaigh Comhairle
Chathair Dhoire & Cheantar an tSratha Báin i gcomhairle leis an phobal le sástacht leis na seirbhísí Gaeilge reatha a mheas. Tugann an ghearrcháipéis seo léargas ar thorthaí suirbhé 2015 i gcomparáid leis na torthaí ó 2009 agus 2012 le gur féidir treochtaí a mheas mar aon le deiseanna chun na seirbhísí a fheabhsú.
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Context Derry City & Strabane District
Council has consulted with the Irish language community to survey satisfaction with the Council’s range of Irish language services. This short document gives an overview of the 2015 survey results and compares them to the results received from the 2009 and 2012 surveys to identify both trends and potential service improvements.
Torthaí Findings
2009
2012
2015
100%
96%
100%
80%
88%
84%
% de dhaoine a shíl go raibh an nuachtlitir go maith nó ar fheabhas % of users who rated newsletter good or excellent
Ní raibh sé ann ag an am Not in existence
95%
94%
% de dhaoine a shíl go raibh an leathanach Facebook go maith nó ar fheabhas % of users who rated Facebook page good or excellent
Ní raibh sé ann ag an am Not in existence
81%
100%
% de dhaoine a fuair freagra ar r-phost laistigh d’am réasúnta % of users satisfied with response time to email
64%
96%
100%
% de dhaoine a fuair freagra ar litir laistigh d’am réasúnta % of users satisfied with response time to letter
64%
73%
88%
% de dhaoine ag baint úsáid as an Líne Ghaeilge % of users accessing the Irish Language Line
64%
52%
40%
% de dhaoine a mbeadh faitíos orthu ag iarraidh seirbhíse % of users who would be confident requesting services in Irish
90%
82%
84%
% de dhaoine a bhí sásta leis an tseirbhís san iomlán % of users satisfied or very satisfied with overall service
% de dhaoine a bhí sásta nó iontach sásta leis an suíomh idirlín % of users satisfied or very satisfied with Irish language web-page
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TorthaĂ Results 2015
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Q1: Ar bhain tú úsáid as seirbhís i nGaeilge ón Chomhairle seo cheana?
Have you ever availed of a service in Irish from this Council?
Yes
No
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Q2: An raibh tú sásta leis an tseirbhís?
Were you satisfied with the service?
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
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Q3: Cad é do thuairim ar ár suíomh idirlín www.derrycityandstrabanedistrict.com/gaeilge? What do you think of our Irish language page www.derrycityandstrabanedistrict.com/gaeilge? Excellent
Good
Average
Poor
Never visited the site
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Q4: Cad é do thuairim ar ár nuachtlitir Ghaeilge Scáthán? What do you think of our Irish language newsletter Scáthán ?
Excellent
Good
Average
Poor
I’ve never read it
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Q5: Cad é do thuairim ar ár leathanach Facebook www.facebook.com/foramphobalnagaeilge What do you think of our Irish language Facebook page?
Excellent
Good
Average
Poor
I’ve never seen it
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Q6: Ar chuir tú riamh ríomhphost chugainn i nGaeilge? Have you ever emailed the Council in Irish?
Yes
No
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Q7: Má chuir an bhfuair tú freagra ar ais taobh istigh d’am réasúnta? Did you receive a response to your email within a reasonable timeframe?
Yes
No
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Q8: Ar chuir tú litir scríofa chuig Comhairle Chathair Dhoire & Cheantar an tSratha Báin i nGaeilge riamh? Did you ever write to the Council in Irish?
Yes
No
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Q9: Má chuir an bhfuair tú freagra ar ais taobh istigh d’am réasúnta? Did you receive a response to your letter within a reasonable timeframe?
Yes
No
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Q10: An úsáideann tú ár Líne Ghaeilge le scairt a chur ar an Chomhairle? Do you use the Council’s Irish Language Line?
Yes
No
I wasn’t aware of it
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Q11: Ar iarr tú riamh seirbhís ón Chomhairle nach raibh sí in ann a sholáthar? Did you ever request a service from the Council that it could not provide?
Yes
No
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Q12: An mbeadh faitíos ort roimh theagmháil a dhéanamh leis an Chomhairle trí Ghaeilge? Would you be anxious about requesting a service in Irish from the Council?
Yes
No
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Feabhsúchán Improvements
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Sprioc Objective
Gníomh Action
Ráta sástachta a choinneáil ag 100% Maintain satisfaction rating at 100%
• •
Leanstan leis na seirbhísí á mheas go rialta Continue to review service at regular intervals
Sástacht leis an suíomh idirlín a mhéadú go 90% Increase user satisfaction with webpage to 90%
• •
Méid agus éagsúlacht an eolais i nGaeilge ar an suíomh idirlín a mhéadú Increase both the range and diversity of material available in Irish on website
Sástacht leis an nuachtlitir a choimeád nó a mhéadú Maintain or improve user satisfaction with newsletter
• •
Fócasghrúpa a bhunú le tabhairt faoi cheisteanna nuachtlitreach Establish a one-off focus group to review the newsletter
Amscála freagraithe litreach a fheabhsú Improve response times to letters
• •
Athbhreithniú a dhéanamh ar an cheist i gcomhthéacs na Cairte Custaiméara Review within the context of the Customer Charter Guidelines
Feasacht ar an Líne Ghaeilge a ardú Increase awareness and use of Irish Language Line
• •
Feachtas margaíochta a dhearadh chun feasacht ar an tseirbhís a ardú Design and run a marketing campaign to promote availability of service
Muinín an phobal as seirbhísí a iarraidh a mhéadú Increase confidence among service users to 90%
• •
Dul i ngleic le freagróirí a dúirt go mbeadh fáitíos orthu leis an fhadhb a mheas Liaise directly with survey respondents who expressed anxiety about accessing the services
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