As part of the Council’s recent Best Value Review on Burial and Cremation Administration we were required to consult our clients on our standards of service. Understandably, with such a sensitive service we took great care in choosing our method of consultation. After much consideration, we decided that the best and least intrusive way to obtain this information was to send out a specially devised service standard questionnaire. This questionnaire formed part of the information pack sent to the next of kin following the cremation service.
In the knowledge that not everyone would welcome such a questionnaire, a letter accompanied the questionnaire explaining why we sought informed views on the Crematorium and Hall of Remembrance and how these views could help shape and further improve service standards at the crematorium. The letter explained that the completion and return of the questionnaire was entirely voluntary and that if the inclusion of the questionnaire caused any offence, then the questionnaire was to be disposed of. We also offered our apology in advance if our actions caused any offence.
The number of completed questionnaires returned to us far exceeded our expectations. It was extremely gratifying to note how many of those contacted took the time and trouble to submit their views and comments to us. We thank them for their consideration.
The original consultation exercise took place in the Spring of 2002. The exercise was repeated in December 2003. It is pleasing to report that the high satisfaction levels recorded in the original survey were not only maintained but in some cases bettered in the December 2003 surveys.
Copies of the 2003 survey results, as well as a comparison with the 2002 survey results are available below:
2003 Clydebank Crematorium Satisfaction Survey (90KB .pdf document)
Crematorium Survey Comparison 2002/2003 Results (80KB .pdf document)
2003 Hall of Rememberance Satisfaction Survey (92KB .pdf document)
Hall of Rememberance Survey Comparison 2002/2003 Results (81KB .pdf document)
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