Package 1 - this is for organisations who
wish to use the service evaluation system without
external promotion. It centres on a set of administration
tools on the Internet, accessible by ID and password.
Because these tools are online, any computer with
an Internet connection can access them.
Package 1 includes the following:-
a) Customer access to our administration tools. At
the centre is our standard questionnaire, based on
the six core measures.
This can be completed online by a customer (or their
advocate), or via a hard copy. If a hard copy is completed
this is posted directly to RateUs. Customers can update
their questionnaire as often as they wish, thus providing
a live 'barometer' of the performance of the organisation.
b) Customers can also send their views to a 'suggestion
box' - either online or via hard copy. This allows
them to write what they want rather than responding
to set questions.
c) The member organisation can access a set of online
administration tools in order to monitor their results.
These ratings are provided against each of the six
core measures, allowing the member to review how
the organisation is performing based on the views
of their customers. Analysis of trends over a period
of time provides important indicators for the organisation,
and solid evidence in order to initiate response strategies
such as training.
d) Within the administration tools the organisation
can split their responses down by location (or management
centre). This makes it possible to focus on particular
issues and to benchmark between different parts of
the organisation.
e) All the above is supported by a range of literature
and optional internal systems for the provider to
introduce. RateUs will also personally introduce the
system to key staff of the member organisation.
Costs:
Annual flat fee: £ Click here
Annual fee per customer: £ Click
here
Note - there may be some additional expenses associated
with onsite visits (optional).
Click here for information
about the administration tools.
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Package 2 - this builds on package one (everything
above is included) but adds two extra components:-
a. Promotion on the RateUs website -The organisation
will be listed on our directory of member organisations.
This will be promoted to other key organisations (commissioners
of services, regulators, etc.) and the general public.
In addition, the organisation will have an information
page on the web site to promote their service and
link through to their own web site (if they have one).
This page can be updated online at any time (i.e.
no need to go through us or other web specialists)
by the member. Included on the information page will
be:-
1) Any text the organisation chooses to display
2) A logo
3) A graphic
4) Their customer rating in graph form
5) Their staff rating (if module 3 has been purchased).
The organisation can decide if this is displayed
or not.
b. External verification - Because the organisation's
ratings will be promoted to the general public and
other key stakeholders, it will be critical that the
data (customer responses) is as accurate as possible.
RateUs will provide a structured system of random
verification of aspects of the data (such as numbers
of customers being entered into the system).
Costs:
Annual flat fee: £ Click here
Annual fee per customer: £ Click
here
Note - there may be some additional expenses associated
with onsite visits (optional).
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Package 3 - Staff review.
Although it is recognised that the primary indicator
of the 'performance' of an organisation should be
outcomes for customers, the experiences and views
of staff is also an important factor. Many systems
and awards focus on the inputs by the organisation,
but few rely on the actual experiences of staff. This
module allows staff to rate the organisation in confidence
against the same 6 core measures (as customers), although
with different underpinning questions. The organisation
can view these results in the same way as the customer
system, monitoring trends and identifying issues.
However, these results do not contribute to the rating
of the organisation on the website and are only seen
by designated staff or management (note - see package
2 above). Click here
for more information.
Costs:
Annual flat fee: £ Click here
Annual fee per staff: £ Click
here
Note - there may be some additional expenses associated
with onsite visits (optional) and external verification
(if required) would be an additional cost.
Package 4 - Flexible survey
tool
RateUs centres on a questionnaire containing 12 key
questions, enabling benchmarking. However, we recognise
that organisations may want to carry out surveys that
are individual to their particular circumstances.
Using a standard web browser, you can access our Flexible
Survey Tool (FST) and create surveys with multiple
choice questions, rating scales, and drop down lists.
The results can be accessed online at any time, giving
you an instant analysis of the area you are reviewing.
To see a sample survey click
here - this survey will also explore if modules
one to three are for you.
Costs:
Annual fee for for up to 1000 responses a month: £
Contact RateUs
Fee increases in bandings for required additional
response capacity.
1. It is based on core areas that are fundamental
to the effective delivery of any service.
2. It provides evidence of outcomes and impact, as
perceived by the customer, the most important stakeholder
within the service.
3. It provides an organisation with a simple 'off
the shelf' solution that can be accessed on any computer
(via ID and password) without additional software.
4. It allows organisations to monitor trends and
target their training. Trends can be monitored on
an ongoing basis and results of interventions (such
as training) can be reviewed.
5. Unlike other 'snapshot' surveys, it is a live
measure of customer satisfaction.
6. Organisations can compare themselves with others
(benchmarking). They can also compare customer satisfaction
internally, across a number of locations or management
centres.
7. It provides evidence to regulators
and commissioners that the organisation is consulting
with customers on an ongoing basis. All responses
are validated - in other words all the people who
rate the service are people who use the service.
8. It focuses the minds of both management and staff
on critical areas of service delivery.
9. It provides an opportunity for the organisation
to promote itself (package 2) and develop its own
mini website (information page) which can be simply
updated at any time online (without additional software).
10. The staff module (package 3) allows management
to monitor staff views and levels of satisfaction.
Clearly the performance and commitment of staff is
critical to an effective service. Results can be broken
down by location or management centre in order to
identify and focus on issues and trends.
11. The system provides full anonymity for customers
and staff - they can provide their views in confidence.
This significantly increases the likelihood that the
system will be used, and the opinions will be honest!
12. The system is fully secure - only the people
designated by the organisation can access the questionnaire
and suggestion box. Data protection law is also fully
covered.
13. It reduces risk. Any service that is monitoring
the views and concerns of customers on an ongoing
basis is going to reduce the possibility of things
going wrong. In addition the automatic alert section
of the system immediately informs the provider if
any client rates the service low in one of two critical
areas.
14. Member organisations can design their own online
questionnaires (package 4) to meet their specific
needs. These can be modified and updated as often
as they wish.
15. Use of the RateUs system contributes to national
and internationally recognised quality management
systems such as EFQM. The system fulfills the majority
of EFQM's Fundamental Concepts of Excellence including
- Results Orientation, Customer Focus, Management
by Processes and Facts, and People Development and
Improvement.
If you are still not sure if RateUs is the system for
you, have a look at our checklist.
Joining
RateUs 
