AiB Puts Customers at Heart of Services
17/12/2009
Interim findings published by Accountant in Bankruptcy (AiB) today, 17 December 2009, show that excellent customer service is at the heart of Scotland's public services.
In an independent survey commissioned by AiB, the Agency achieved a 93% satisfaction rate among our main customer groups - debtors and creditors dealing directly with AiB.
Key highlights of the interim report:
- 93% overall satisfaction rate achieved across debtor and creditor groups
- 76% of debtors rated AiB services as 10 out of 10
- 76% of debtors trusted that contact with AiB would bring about a positive change in their circumstances
- 87% of customers surveyed found the application/petition easy to complete
- Citizens Advice Bureaux (CAB) provide an invaluable service as the major source of information for debtors on bankruptcy and AiB (54%)
In acknowledging the positive feedback from the initial findings, Minister for Community Safety, Fergus Ewing MSP notes:
"The results of AiB's Customer Service Survey are outstanding but I am not surprised by this. Despite huge challenges in the form of the introduction of LILA and for example delays to DAS; AiB has continued to deliver and should be appreciated as a model of exemplary performance."
"Dealing with bankruptcy is an often unforeseen and highly stressful time for people in unmanageable financial difficulty. But as this report shows, it can be made easier by ensuring that care is taken at every level to make the process as smooth and clear as possible for all involved."
"AiB have shown a massive commitment in not only providing excellent customer service but through evaluation shown that government bodies are putting the people of Scotland at the forefront of measuring performance."
Background
Accountant in Bankruptcy (AiB) is responsible for administering the process of Personal Bankruptcy and recording Corporate Insolvencies in Scotland.
This is the first annual customer survey commissioned by AiB as part of their overall commitment to measure performance.
A total of 556 telephone interviews were conducted; 56 with creditors and 500 with debtors, all of whom had been customers of AiB within the last two years.
The interim report published today will be followed by the final report and action plan.
A copy of the interim report is available to view now.
Contact:
Francesca Vacca
Communications Manager
0300 200 2633