RAVS customer exp survey

app/record-a-vaccination/2025/12/customer-experience-survey/index.md

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+---
+title: Our first customer experience survey
+date: 2025-12-19
+description: How we sent a questionnaire to more than 16,000 users and what we learned.
+image:
+  src: /record-a-vaccination/2025/12/customer-experience-survey/free-text-feedback.jpg
+  alt: 100s of strips of paper with comments from users laid out on a table
+  opengraphImage: true
+---
+
+On 26 November 2025, we emailed all users of our service, around 16,500 people, asking them to take part in a short customer experience survey.
+
+Here is what we asked and what our users told us.
+
+## Why a survey and why now
+
+Record a vaccination (RAVS) has been used to record vaccinations since September 2024. Over the past year we’ve done several rounds of in-person and remote user research and usability testing.
+
+We’ve also had a permanent link to a feedback survey in the header of our service. This has provided useful insights but it’s not been widely used. In total, we’ve had just over 400 responses and they have not been evenly spread over time.
+
+At busy times, such as during October 2025, we’ve had up to 20 people leaving feedback per week. But at quieter times it might only be 1 or 2 people a week.
+
+We wanted a snapshot of people’s experience of RAVS during a defined period of time and ideally based on a large number of responses.
+
+We also wanted to start tracking user satisfaction as one of our key performance indicators (KPIs). Our plan is to run  regular surveys at intervals of 3 or 4 months.
+
+## What we asked in the survey
+
+We created the survey in Qualtrics. It included 12 questions.
+
+The first question asked users how often they’d used RAVS over the last 2 months. If the response was they’d not used RAVS at all, the participant would exit the survey.
+
+Most of the questions were statements and we asked participants to what extent they agreed or disagreed with them.
+
+We also asked users about their overall satisfaction with RAVS and if they had any suggestions for improvements.
+
+### How we contacted people to ask them to take part
+
+We sent this short email using GOV.UK Notify, the platform we use for all emails we send users.
+
+> [!NOTE] Help us improve NHS Record a vaccination (RAVS)
+> Dear `((FirstName))` `((LastName))`,
+>
+> We’d love to hear about your experience using Record a vaccination (RAVS) so that we can improve our service.
+>
+> Please take a minute to complete our short survey:
+[RAVS customer experience survey](#)
+>
+> All your answers will be anonymous.
+>
+> Many thanks,
+> NHS Record a vaccination
+
+## What our users told us
+
+When we closed the survey 2 weeks after sending the email, we had 1,275 responses, a response rate of 8%. Most of these (around 1,000) came in the first 48 hours after we sent the email.
+
+Here’s a breakdown of the responses we got. Some of the questions were presented as statements and we asked people to what extent they agreed or disagreed with the statement.
+
+### Over the last 2 months how often have you used RAVS?
+
+| Frequency                            | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| A few times a week                   | 44%                   |
+| Almost every day                     | 18%                   |
+| Once or twice                        | 15%                   |
+| Once a week                          | 13%                   |
+| Once a fortnight                     | 5%                    |
+| Not used RAVS                        | 5%                    |
+
+### How satisfied are you with RAVS overall?
+
+| Satisfaction level                   | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Very satisfied                       | 49%                   |
+| Satisfied                            | 42%                   |
+| Neither satisfied nor dissatisfied   | 6%                    |
+| Dissatisfied                         | 3%                    |
+| Very dissatisfied                    | 1%                    |
+
+### I find RAVS easy to use
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 54%                   |
+| Agree                                | 39%                   |
+| Neither agree nor disagree           | 4%                    |
+| Disagree                             | 2%                    |
+| Strongly disagree                    | 0%                    |
+
+### I never need to go back to make changes
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 31%                   |
+| Agree                                | 37%                   |
+| Neither agree nor disagree           | 15%                   |
+| Disagree                             | 16%                   |
+| Strongly disagree                    | 1%                    |
+
+### I’m able to complete tasks efficiently in RAVS
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 45%                   |
+| Agree                                | 44%                   |
+| Neither agree nor disagree           | 6%                    |
+| Disagree                             | 4%                    |
+| Strongly disagree                    | 1%                    |
+
+### RAVS is reliable
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 41%                   |
+| Agree                                | 46%                   |
+| Neither agree nor disagree           | 10%                   |
+| Disagree                             | 3%                    |
+| Strongly disagree                    | 0%                    |
+
+### RAVS integrates well with the way we work
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 39%                   |
+| Agree                                | 46%                   |
+| Neither agree nor disagree           | 10%                    |
+| Disagree                             | 4%                    |
+| Strongly disagree                    | 2%                    |
+
+### I am a confident user of RAVS
+
+| Agreement level                      | Percentage of users   |
+| :----------------------------------- | --------------------: |
+| Strongly agree                       | 50%                   |
+| Agree                                | 43%                   |
+| Neither agree nor disagree           | 7%                    |
+| Disagree                             | 1%                    |
+| Strongly disagree                    | 0%                    |
+
+### When RAVS is updated, the changes are clearly communicated
+
+| Agreement level                            | Percentage of users   |
+| :----------------------------------------- | --------------------: |
+| Strongly agree                             | 25%                   |
+| Agree                                      | 31%                   |
+| Neither agree nor disagree                 | 29%                   |
+| Disagree and strongly disagree combined    | 5%                    |
+| Not sure                                   | 10%                   |
+
+ ### Does RAVS provide you with everything you need?
+
+
+| Answer  | Percentage of users   |
+| :------ | --------------------: |
+| Yes     | 86%                   |
+| No      | 14%                   |
+
+
+### Please tell us how RAVS could be improved
+
+We got 563 responses to this question which was fantastic in terms of the rich insights they provide but also somewhat overwhelming.
+
+We dedicated a December retro to doing an initial sorting exercise. This involved cutting up 92 pages of feedback into individual comments, grouping them into piles and identifying themes.
+
+![100s of strips of paper with comments from users laid out on a table](free-text-feedback.jpg)
+
+## Reflections and what next
+
+We were very happy to learn that 91% of users were either very satisfied or satisfied with RAVS overall.
+
+But at the same time the survey highlighted that satisfaction levels vary across different areas and there is plenty of potential for improvement. For example, when asked if changes to the service were clearly communicated, only 56% agreed or strongly agreed.
+
+We still have lots of sorting to do of all the free text suggestions for improvements. And then we need to work out what we need to address and in what order.
+
+On a practical note, one thing we would do differently when we next ask people to take part in a survey is tell them when the survey is closing, so people who cannot respond immediately know how long they have.