Over the last few years, we've been carrying out annual and special surveys to gain insight into our government, commercial and public customers' requirements and satisfaction.
We run a range of surveys with the public to enable us to monitor levels of satisfaction with the services and products we provide, from our daily forecasts to our warnings. They also help us to identify new requirements and ensure that we are providing services the public need.
These surveys are carried out for the Public Weather Service Customer Group (PWSCG) by independent market research companies to ensure these are unbiased.
It is important to ensure that the warnings we issue reach the people who need them and that they find these useful. We, therefore, carry out surveys following selected severe weather warnings.
These will be updated whenever a new survey is carried out.
It is important to ensure that the forecasts we issue reach the people who need them and that they find these useful. It is also important that we know how people are accessing forecasts, e.g. mobile, television, internet, and where from. To do this we carry out a survey every year around November.
These will be updated each year when the next survey is carried out.
One of the biggest shifts for the Met Office has been to draw together findings from a variety of surveys, to look at the whole customer experience rather than just one aspect for one particular customer group. This customer-focused approach ensures that actions are taken as a result of what customers are telling us as opposed to what we think customers want.
One new element to the mix is the MetPS (Met Promoter Score).
The MetPS was launched in November 2009 with the objective of obtaining ongoing feedback from customers who have a transactional relationship with us. When a customer buys a product, the transaction is recorded on a database, which then triggers the MetPS software to send out an email.
This links to a mini-questionnaire requesting feedback:
In January 2010 95% of our customers said they were satisfied, or very satisfied and the MetPS score was 49%. All feedback is then fed into our overall strategy.