News & Reports
AHVLA ‘performing well’ – survey A survey of livestock keepers’ experiences of interacting with the AHVLA has received ‘largely positive feedback’, the agency reports. The customer satisfaction survey was carried out in March by ORC International, a market research agency, and was completed by 403 livestock farmers keeping a variety of livestock species. When asked about the AHVLA’s role and responsibilities, 50 per cent of respondents said that it was responsible for providing advice and information about animal health and welfare, 31 per cent said it carried out on-farm testing and 24 per cent said that it was responsible for prevention of disease and disease outbreaks. According to ORC International’s report of the findings, these figures ‘represent a marked increase from figures reported in 2012, suggesting an increase in awareness of AHVLA’s responsibilities’. Evaluating satisfaction with the AHVLA’s services, the survey found that the AHVLA’s laboratory testing service received the highest satisfaction rating (8.1 out of 10), while its compensation payments service received the lowest satisfaction rating (7 out of 10). However, 212 | Veterinary Record | September 6, 2014
almost one in five (18 per cent) of AHVLA service users reported that they were dissatisfied with the AHVLA’s written communications. The survey report concludes that, while the AHVLA ‘is performing well’ and overall satisfaction is in line with benchmarks, two areas have been identified for improvement, namely query resolution and written communications. Improvements in these areas ‘could help transform AHVLA’s services from being in line with other organisations, to being recognised as delivering best practice services with wider Defra’. Recommending that improvements are made in both areas, ORC International also suggests that the agency should ‘promote and celebrate’ the high levels of satisfaction with AHVLA staff and information. Sharing success with staff will, it says, help them recognise the importance of the highquality service provided and maintain the current high standards. The full survey report is available at www.defra.gov.uk/ahvla-en/2014/08/15/ survey-insight-livestock-keepersexperience-ahvla/
doi: 10.1136/vr.g5416
AHVLA ‘performing well’ – survey A survey of livestock keepers’ experiences of interacting with the AHVLA has received ‘largely positive feedback’, the agency reports. The customer satisfaction survey was carried out in March by ORC International, a market research agency, and was completed by 403 livestock farmers keeping a variety of livestock species. When asked about the AHVLA’s role and responsibilities, 50 per cent of respondents said that it was responsible for providing advice and information about animal health and welfare, 31 per cent said it carried out on-farm testing and 24 per cent said that it was responsible for prevention of disease and disease outbreaks. According to ORC International’s report of the findings, these figures ‘represent a marked increase from figures reported in 2012, suggesting an increase in awareness of AHVLA’s responsibilities’. Evaluating satisfaction with the AHVLA’s services, the survey found that the AHVLA’s laboratory testing service received the highest satisfaction rating (8.1 out of 10), while its compensation payments service received the lowest satisfaction rating (7 out of 10). However, 212 | Veterinary Record | September 6, 2014
almost one in five (18 per cent) of AHVLA service users reported that they were dissatisfied with the AHVLA’s written communications. The survey report concludes that, while the AHVLA ‘is performing well’ and overall satisfaction is in line with benchmarks, two areas have been identified for improvement, namely query resolution and written communications. Improvements in these areas ‘could help transform AHVLA’s services from being in line with other organisations, to being recognised as delivering best practice services with wider Defra’. Recommending that improvements are made in both areas, ORC International also suggests that the agency should ‘promote and celebrate’ the high levels of satisfaction with AHVLA staff and information. Sharing success with staff will, it says, help them recognise the importance of the highquality service provided and maintain the current high standards. The full survey report is available at www.defra.gov.uk/ahvla-en/2014/08/15/ survey-insight-livestock-keepersexperience-ahvla/
doi: 10.1136/vr.g5416
