Klanttevredenheidsonderzoek Doping Infolijn : een enquête onder bellers en e-mailers plus trends van 2000-2007 / A. Palsma. - Capelle aan den IJssel : Dopingautoriteit, 2008
In 2000, a telephone information line for questions concerning doping was started: the Doping Informatielijn, abbreviated as DIL. In the first place this telephone service was intended for athletes in gyms, but in the course of the time other target groups within the sport were more and more reached. Since 2006 also the question and answers and context data of e-mailers have been registered. Because the DIL is ISO certified substantive appointments have been fixed about the quality of the settlement of guarantees for the information requests, the recording of the context data of the users of the telephone information line and mailers and intervision of question and answers by the DIL-operators. One of the quality requirements is that the information seekers appreciate the DIL with a report figure of at least seven (on a scale of ten). Until now it had never been examined if this quality requirement was obtained. Therefore a customer satisfaction investigation has been conducted in the period of 1 August 2007 up to and including 1 February 2008 under all information seekers (by phone and e-mail) who have approached the DIL during this period. The recent developments over the period of 2000 up to and including 2007 were also examined. It was also investigated if and which data are available of other doping information lines. The DIL is telephonically contactable on working days from 13.00 till 16.00 by phone 0900-200 1000 or by mail: dopingvragen@dopingautoriteit.nl.
For the customer satisfaction research under users of the telephone line and e-mailers, questionnaires have been placed on internet which could be filled in online. 222 of the 305 users of the telephone line were asked to participate and 65 have eventually filled in the questionnaire. Also 222 of 278 e-mailers have been asked to participate in the study and 68 persons have filled in the questionnaire. The recent developments have been examined using the statistic data of the previous years which have been stored in the access files of the automated recording system. Comparison of data of the participants to the customer satisfaction research with those of mailers and users of the telephone line over the year 2007 learns that the customer satisfactory research is representative for the information seekers which used the e-mail and the telephone service of the DIL.
The users of the telephone line are very satisfied and give an average report figure of 8.1 (spacing 6 - 10). However, 22% of the users of the telephone line noticed that extension of the visiting hours is needed. The users of the telephone line noticed that the mail service must be mentioned more prominent at the websites. The mailers are also very satisfied concerning the DIL and give to an average mark of 8.2 (spacing 7.5 - 10). However, 9% of them find the answer unclear.
From the recent developments it becomes clear that the number of female information seekers increases. The most questions are asked by people in the age categories of 21 up to 25 years, followed by 16 up to 20 years, 26 up to 30 years and 31 to 35 years. Parents do ask more often questions at the DIL, what can explain the increase of the number of information seekers in the age category of 41 up to 50 years. At other information lines it is also noticed that the number of mailers seems to increase.
The age of the users of the Anti-Doping Hotline in Sweden is lower than that of the information seekers of the DIL. As well as in the Netherlands the use of anabolic steroids here too is the most important conversation topic.
Information seekers of the DIL can also contact employees direct outside the opening hours of the DIL telephone and by mail. These question and answers generally are not registered. As a result of this research it is inventoried or and how the quality assurance of the questions which are settled outside the DIL can be realised. Extending opening hours of the DIL runs up against practical objections. For this reason the e-mail service is promoted more, so that information seekers know more about this possibility to get their question answered rapidly. Answering the e-mails will be improved by establishing a guide for this. Current quality is further maintained.
