Better query resolution and written communications are the two self-improvement targets to be tackled by AHVLA following a new user satisfaction survey.
While AHVLA received a “largely positive feedback” from the 400 livestock keepers who completed the survey, query resolution and written communications were identified as key areas for improvement, particularly by farmers in south-east England and pig producers.
“Those who reported dissatisfaction with the time taken to respond to queries or issues were most likely to be located in the South East (27%, compared to only 3% in Scotland), pig keepers (32%), direct AHVLA service users (19%, compared to those who accessed services via an intermediary, or agent, 8%), and those aged under 45 (20%),” according to the survey commentary.
Pig producers also appeared more critical than other livestock farmers when asked to comment on the quality of response to a query or other issue.
“More than one in ten current AHVLA service users (12%) reported dissatisfaction with the quality of resolution to their query or issue,” reported the survey commentary. “These current service users were most likely to be located in the South East (17%, compared to 3% in Scotland), keep pigs (24%, compared to cattle (9%), sheep (7%), or those who kept two or more types of animals (7%), be direct service users (19%), and aged 45 – 64 (15%, compared to 4% aged 65+).
As a result of the survey, AHVLA is now seeking ways to make the necessary improvements, with further research being considered to uncover any specific issues in relation to written communications.