RPID Customer Satisfaction Survey to Inform the Futures Programme

Appendix 2 - Survey questionnaire

RPID Customer Satisfaction Survey Final Questionnaire

[CATI]

Good morning/afternoon/evening. My name is …… from Ipsos MORI, the research organisation.

We are carrying out a survey for the Scottish Government's Rural Payments and Inspections Division (RPID) - that is the team that handles applications for rural grants such as the Single Farm Payment. The survey focuses on people's experiences of accessing information and submitting applications for grants. The findings will be used by the Government to improve these areas in future.

As someone who has submitted a Single Farm Application (SAF) in the past, your views are important and we would appreciate it if you could spare 15 minutes to take part in the survey.

Q.

Would you be willing to take part?

1. Yes, now

2. Yes but inconvenient now

3. No

[ONLINE]

Thank you for logging on to this survey about information and services provided by RPID and its partners.

The survey should take no longer than 15 minutes to complete. You can leave the questionnaire at any time and return to it later by clicking on the link in the e-mail sent to you. Please complete the survey by 13th August.

All the information you provide will be kept in the strictest confidence, and used for research purposes only. It will not be possible to identify any particular individual in the results.

DEMOGRAPHICS

DEM1A

[ALLOCATE REGION FROM SAMPLE

SINGLE CODE]

1. Northern and Northern Isles

2. Highland

3. Grampian

4. Argyll & the Western Isles

5. Central

6. South Western

7. South Eastern

8. Southern

DEM1B

[ASK IF REGION MISSING FROM SAMPLE]

[CATI] Firstly, can I just check where your nearest local RPID area office is? PROMPT IF NECESSARY SINGLE CODE

[ONLINE] Firstly, can we just check where your nearest local RPID area office is? Please select one answer only.

1. Ayr

2. Benbecula

3. Dumfries

4. Elgin

5. Galashiels

6. Golspie

7. Hamilton

8. Inverness

9. Inverurie

10. Kirkwall

11. Lerwick

12. Oban

13. Perth

14. Portree

15. Stornoway

17. Thurso

18. Don't know

[DEM1B CODES INTO REGION QUOTA:

NORTHERN AND NOTHERN ISLES = CODES 6, 10, 11 OR 17

HIGHLAND = CODES 8 OR 14

GRAMPIAN = CODES 4 OR 9

ARGYLL & WESTERN ISLES = CODES 2, 12 OR 15

CENTRAL = CODE 13

SOUTH WESTERN = CODES 1 OR 7

SOUTH EASTERN = CODE 5

SOUTHERN = CODE 3]

DEM2

[CATI] In the last 12 months, have you obtained any information on rural grants or support services from any source? SINGLE CODE

[ONLINE] In the last 12 months, have you obtained any information on rural grants or support services from any source? Please select one answer only.

1. Yes

2. No

3. Don't know

DEM3

[CATI] Have you submitted a Single Application Form (SAF) in the last 12 months? SINGLE CODE

[ONLINE] Have you submitted a Single Application Form (SAF) in the last 12 months? Please select one answer only

1. Yes

2. No

3. Don't know

DEM4

[ASK IF QDEM3=1/ELSE SKIP TO QDEM6]

[CATI] In your most recent SAF, did you apply to any of the following…? MULTICODE OK

[ONLINE] In your most recent SAF, did you apply to any of the following schemes? Please select all that apply.

1. Single Farm Payment Scheme (SFPS)

2. Land Managers Options (LMO)

3. Less Favoured Area Support Scheme (LFASS)

4. Rural Development Contracts - Rural Priorities (RDC-RP)

5. None of these

6. Don't know

DEM5

[ASK IF QDEM3=1/ELSE SKIP TO QDEM6]

[CATI] And for your most recent SAF, did you submit an online application or a paper application? SINGLE CODE

[ONLINE] And for your most recent SAF, did you submit an online application or a paper application? Please select one answer only.

1. Online application

2. Paper application

3. Don't know

DEM6

[CATI] In the last 12 months, have you made an application to any other rural scheme that is not covered by SAF? This can include things such as the Crofting Counties Agricultural Grant Scheme, Scottish Beef Scheme or LEADER. SINGLE CODE

[ONLINE] In the last 12 months, have you made an application to any other rural scheme that is not covered by SAF? This can include things such as the Crofting Counties Agricultural Grant Scheme, Scottish Beef Scheme or LEADER. Please select one answer only.

1. Yes

2. No

3. Don't know

[IF DEM2=2 OR DK AND DEM3 =2 OR DK AND DEM6=2 OR DK THEN DIRECT TO SCREEN SHOWING: In that case, you are not eligible to take part in the survey. Thanks for your time.

END INTERVIEW

ELSE CONTINUE]

DEM7

[ASK IF QDEM6=1/ELSE SKIP TO QDEM8]

[CATI] How many applications to other schemes have you made in the last 12 months? Please do not count your SAF application in this number. WRITE IN

[ONLINE] How many applications to other schemes have you made in the last 12 months? Please do not count your SAF application in this number. Please write in number below.

X. Don't know

DEM8

[CATI] Moving on slightly, can I just check whether [INSERT ORGANISATION NAME FROM SAMPLE] is a…? READ OUT SINGLE CODE

[ONLINE] Moving on slightly, which of the following best describes [INSERT ORGANISATION NAME FROM SAMPLE]? Please select one answer only.

1. Croft

2. Farm

3. An agent

4. Forestry or horticultural business

5. Estate

6. Environmental group

7. Community group

8. Something else PLEASE SPECIFY

DEM9

[ASK IF QDEM8=1, 2 OR 4/ELSE SKIP TO QDEM11]

[CATI] And which of the following best describes what you produce? READ OUT SINGLE CODE

[ONLINE] And which of the following best describes what you produce? Please select one answer only.

1. Beef

2. Sheep

3. Cereals (wheat, barley, oats and oilseed rape)

4. General cropping (silage, hay, grass, forage crops, potatoes and root vegetables)

5. Horticulture (fruit and vegetables for human consumption)

6. Dairy

7. Pigs

8. Poultry

9. Mixed - by that we mean where no single product accounts for two-thirds of the farm value

10. Something else PLEASE SPECIFY

DEM10

[ASK IF QDEM8=1, 2 OR 4/ELSE SKIP TO QDEM11]

[CATI] And which of the following best describes your main role or job title in [INSERT OGANISATION NAME FROM SAMPLE]? READ OUT SINGLE CODE

[ONLINE] And which of the following best describes your main role or job title in [INSERT OGANISATION NAME FROM SAMPLE]? Please select one answer only.

1. Owner

2. Tenant

3. Business Partner

4. Manager

5. Relative to farm owner/tenant

6. Other employee

7. Something else PLEASE SPECIFY

DEM11

[CATI] INTERVIEWER CODE SEX, DO NOT ASK. SINGLE CODE

[ONLINE] Please select the option that applies to you.

1. Male

2. Female

3. Prefer not to say

DEM12

[CATI] Which of the following age groups applies to you? READ OUT SINGLE CODE

[ONLINE] Which of the following age groups applies to you? Please select one answer only.

1. 16-24

2. 25-40

3. 41-64

4.65 and over

5. Prefer not to say

DEM13

[CATI] Can I just check whether you currently use the internet at all these days, either for work or for your own personal use? PROBE FULLY AND CODE ACCORDINGLY

[ONLINE] Do you currently use the internet for work purposes only, for your own personal use only or for both of these reasons? Please select one answer only.

1. No, never use the internet [DO NOT SHOW THIS OPTION IN ONLINE SCRIPT]

2. Work only

3. Personal use only

4. Both work and personal use

5. Don't know

CONTACT WITH RPID OR PARTNER INTERFACES

CON1

[CATI] Moving on slightly, from which sources would you say you receive most of your information about rural or agricultural issues? DO NOT PROMPT MULTICODE OK

[ONLINE SCRIPT SHOW AS WRITE-IN ANSWER] Moving on slightly, from which sources would you say you receive most of your information about rural or agricultural issues? Please write in your answer below.

Government & partner organisations

1. RPID/Scottish Government

2. Forestry Commission Scotland

4. Scottish Natural Heritage

5. Scottish National Rural Network

Media

6. Television

7. Radio

8. Press & Journal

9. Scottish Farmer

10. Farmer Weekly

Other sources

11. Scottish Agricultural College (SAC/SRUC)

12. Farm agent or professional advisor

13. National Farmers Union Scotland (NFUS)/Scottish Beef and Cattle Association (SBA)/CONFOR(forestry group)/other trade association

14. Other farmers/businesses or organisations like mine (e.g. estate, community group)

15. Other PLEASE WRITE IN

16. Do not get this information

17. Don't know

[SHOW ON SEPARATE SCREEN]

The next few questions focus specifically on information and support services available from RPID and its delivery partners. Just to remind you, RPID is the division within the Government that handle rural grant applications. Its partners include organisations such as the Forestry Commission Scotland and Scottish Natural Heritage.

CON2

[CATI] In the last 12 months, have you obtained any of the following from RPID or its partners…? READ OUT MULTICODE OK

[ONLINE] In the last 12 months, have you obtained any of the following from RPID or its partners? Please select all that apply.

1. News about rural or agricultural issues

2. Information on rural scheme eligibility and conditions

3. Guidance on how to complete an application

4. Guidance on land mapping

5. Guidance relating to your application or payment specifically

6. Information on how to update your contact details held by RPID or its partners

7. Information on how to appeal a penalty

8. Information on how to make a complaint about the service you have received from RPID or its partners

9. Some other type of information not covered previously PLEASE SPECIFY

10. Have not obtained any information from RPID or its partners.

CON3

[ASK IF CON2=ANY COMBINATION 1-9/ELSE SKIP TO CON6]

[CATI] Still thinking about the last 12 months, have you obtained this information from… READ OUT MULTICODE OK

[ONLINE] Still thinking about the last 12 months, have you obtained this information from… Please select all that apply.

1. the Scottish Government website

2. your local RPID office

3. RPID head office in Edinburgh

4. postal correspondence from RPID

5. the Forestry Commission Scotland website or office

6. the Scottish Natural Heritage website or office

7. an agricultural show or fair, for example the Royal Highland show

8. Rural issues newsletter

9. Scottish National Rural Network website

10. On-site visits by staff

11. Some other way not covered previously WRITE IN

CON4

[ASK IF CON3=MULTICODE/ELSE SKIP TO CON5

ONLY SHOW ITEMS CODED AT CON3]

[CATI] And of the methods you just mentioned, from which one would you say you have obtained most of your information from RPID or its partners? PROMPT IF NECESSARY SINGLE CODE

[ONLINE] And of the methods you just selected, from which one would you say you have obtained most of your information from RPID or its partners? Please select one answer only.

1. the Scottish Government website

2. your local RPID office

3. RPID head office in Edinburgh

4. postal correspondence from RPID

5. the Forestry Commission Scotland website or office

6. the Scottish Natural Heritage website or office

7. an agricultural show or fair, for example the Royal Highland show

8. Rural issues newsletter

9. Scottish National Rural Network website

10. On-site visits by staff

11. WRITE IN ANSWER FROM CON3

CON5

[ASK IF CON3 = SINGLE CODE 2 OR 3 OR IF CON4=2 OR 3/ELSE SKIP TO CON6]

[CATI] And have you obtain information from RPID offices mainly by…? READ OUT SINGLE CODE

[ONLINE] And have you obtain information from RPID offices mainly by…? Please select one answer only.

1. Telephone

2. Going into the office in person

3. Email

4. Postal correspondence

5. Don't know

CON6

[CATI] In future, which, if any, of the following methods would you prefer to obtain information from RPID or its partners? READ OUT MULTICODE OK

[ONLINE] In future, which, if any, of the following methods would you prefer to obtain information from RPID or its partners? Please select all that apply.

1. the Scottish Government website

2. emails or texts from RPID

3. contacting your local RPID office

4. postal correspondence from RPID

5. the Forestry Commission Scotland website or office

6. the Scottish Natural Heritage website or office

7. an agricultural show or fair, for example the Royal Highland show

8. Rural issues newsletter

9. Scottish National Rural Network website

10. Something else PLEASE SPECIFY

SERVICE STANDARDS

SER1

[CATI] Thinking about your experiences in the last 12 months, overall how satisfied or dissatisfied are you with information and services on rural grants and schemes provided by RPID and its partners? SINGLE CODE

[ONLINE] Thinking about your experiences in the last 12 months, overall how satisfied or dissatisfied are you with information and services on rural grants and schemes provided by RPID and its partners? Please select one answer only.

1. Very satisfied

2. Fairly satisfied

3. Neither satisfied nor dissatisfied

4. Fairly dissatisfied

5. Very dissatisfied

6. Don't know

SER2

[ASK IF SER1=4 OR 5/ELSE SKIP TO SER3]

[CATI] What are your main reasons for saying that you are dissatisfied with information and services provided by RPID or its partners? DO NOT PROMPT PROBE FULLY MULTICODE OK

[ONLINE SCRIPT SHOW AS WRITE-IN ANSWER] What are your main reasons for saying that you are dissatisfied with information and services provided by RPID or its partners? Please write in your answer below.

Issues with applications & process

1. Application process/forms too long/complicated/too much paperwork

2. Rules keep changing/complex

3. Too many schemes

Issues with payments

4. Payments take too long to arrive

5. Payments do not arrive on time

6. Payment amounts are wrong

Issues with information/guidance/correspondence/feedback

7. Information/guidance provided not clear and accessible

8. Information not easy to find

9. Not enough information available

10. Too much jargon

11. Correspondence/letters received from RPID difficult to understand/not clear

12. Lack of feedback on inspections

Issues with staff

13. Staff not knowledgeable enough

14. Staff not helpful/do not resolve my problem effectively

15. Staff take a long time to respond to queries

16. Difficult to get hold of the right person to answer my query

17. Mistakes made by staff

18. No one takes responsibility/passing the buck

Other issues

19. Something else WRITE IN

20. Don't know

SER3

[RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] To what extent do you agree or disagree with the following statements? READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] To what extent do you agree or disagree with the following statements? Please select one answer only for each row.

[ROW ITEMS]

a. RPID and its partners provide information and services designed with the customer in mind

b. I feel well-informed about the different aspects of rural schemes I've applied for with RPID and its partners

c. Staff from RPID and its partners are helpful towards customers

d. RPID and its partners can be trusted in what they say

[COLUMN ITEMS]

1. Strongly agree

2. Tend to agree

3. Neither agree nor disagree

4. Tend to disagree

5. Strongly disagree

6. Don't know

7. No experience of this

SER4

[RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] And, thinking about your experiences in the last 12 months, how satisfied or dissatisfied are you with the performance of RPID and its partners on each of the following factors? REAOUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] And, thinking about your experiences in the last 12 months, how satisfied or dissatisfied are you with the performance of RPID and its partners on each of the following factors? Please select one answer only for each row.

a. Information about schemes is easy to find

b. Written information about schemes is clear

c. You are promptly directed to staff that can help you

d. Staff are knowledgeable about schemes

e. Your enquiries are quickly resolved by staff

f. Information that you receive from different staff is consistent

g. Applications forms are easy to complete

h. There is enough guidance available on how to complete applications

i. Guidance on how to complete applications is clear

j. Payments arrive on time

k. Written correspondence from RPID or its partners is clear

l. Inspection staff act professionally

[COLUMN ITEMS]

1. Very satisfied

2. Fairly satisfied

3. Neither satisfied nor dissatisfied

4. Fairly dissatisfied

5. Very dissatisfied

6. Don't know

7. No experience of this

SER5

[ASK IF AT LEAST THREE ITEMS AT SER4=4 OR 5/ELSE SKIP TO BAR1

ONLY SHOW ITEMS THAT AT SER5=4 OR 5]

[CATI] You mentioned that you were dissatisfied with RPID and its partners' performance on INTERVIEWER READ OUT ITEMS SHOWN BELOW

Of these factors, which one or two would you most like to see RPID and its partners improve on? CODE UP TO 2

[ONLINE] You mentioned that you were dissatisfied with RPID and its partners' performance on the factors shown below. Of these, which one or two would you most like to see RPID and its partners improve on? Please select up to 2 answers.

1. Information about schemes is easy to find

2. Written information about schemes is clear

3. You are promptly directed to staff that can help you

4. Staff are knowledgeable about schemes

5. Your enquiries are quickly resolved by staff

6. Information that you receive from different staff is consistent

7. Applications forms are easy to complete

8. There is enough guidance available on how to complete applications

9. Guidance on how to complete applications is clear

10. Payments arrive on time

11. Written correspondence from RPID or its partners is clear

12. Inspection staff act professionally

BARRIERS TO USING ONLINE RPID OR PARTNER OFFERING

BAR1A

[ASK IF DEM5=2/ELSE SKIP TO BAR2]

[CATI] You mentioned earlier that you have not submitted your SAF online. What are your main reasons for not doing this? DO NOT PROMPT PROBE FULLY MULTICODE OK

[ONLINE SCRIPT SHOW AS WRITE-IN ANSWER] You mentioned earlier that you have not submitted your SAF online. What are your main reasons for not doing this? Please write in your answer below.

1. My internet connection is too slow

2. No access to the internet

3. Do not like using the internet or computers

4. Do not use the internet for work

5. Habit/used to/prefer doing things in person/telephone/paper

6. RPID staff are very helpful/have good relationship with them

7. Not aware that I could do these things online

8. Find it difficult to use website/online application system

9. Something else PLEASE SPECIFY

Don't know

BAR2

[ASK IF DEM5=2 AND DEM13=2-4/ELSE SKIP TO RPO1

RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] I'm now going to read out some things that might help people with starting to submit their SAF online. I'd like you to tell me how useful, if at all, you would personally find each. READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] Below are some things that might help people with starting to submit their SAF online. Please indicate how useful, if at all, you would personally find each. Please select one answer only for each row.

[ROW ITEMS]

a. Sessions at your local RPID office with staff showing you how to use the online application system

b. Providing better guidance online on how to use the online application system

c. The option to access the online application system at your local RPID office

[COLUMN ITEMS]

1. Very useful

2. Fairly useful

4. Not very useful

5. Not at all useful

6. Don't know

ONLINE SERVICES

RPO1

[ASK IF DEM5=1/ELSE SKIP TO RPO2

RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] You mentioned earlier that you submitted your most recent SAF online. Thinking about your experience of using the Rural Payments Online system, to what extent do you agree or disagree with each of the following statements? READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] You mentioned earlier that you submitted your most recent SAF online. Thinking about your experience of using the Rural Payments Online system, to what extent do you agree or disagree with each of the following statements? Please select one answer only for each row.

[ROW ITEMS]

a. Rural Payments Online looks and feels well designed

b. I have difficulties finding my way around Rural Payments Online

c. Information provided on Rural Payments Online is accurate

[COLUMN ITEMS]

1. Strongly agree

2. Tend to agree

3. Neither agree nor disagree

4. Tend to disagree

5. Strongly disagree

6. Don't know

RPO2

[ASK IF ASK IF DEM13=2-4/ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT

RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] I'm now going to read out some potential new services that could be offered online by RPID and its partners. I'd like you to tell me how useful, if at all, you would personally find each. READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] Below are some potential new services that could be offered online by RPID and its partners. Please indicate how useful, if at all, you would personally find each. Please select one answer only for each row.

[ROW ITEMS]

a. The ability to update agent mandate details

b. The ability to update your contact details held by RPID and its partners

c. The ability to change your bank details online

d. The ability to store and access written correspondence received from RPID and its partners online

[COLUMN ITEMS]

1.Very useful

2. Fairly useful

4. Not very useful

5. Not at all useful

6. Don't know

7. Not applicable to me

LAND MAPPING

LAN1

[ASK IF ASK IF DEM13=2-4/ ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT

RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] We are also interested in your views about some online mapping tools that could be provided in future. How useful, if at all, would you personally find… READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] We are also interested in your views about some online mapping tools that could be provided in future. How useful, if at all, would you personally find each of the following functionalities? Please select one answer only for each row.

[COLUMN ITEMS]

a. The ability to review maps online

b. The ability to propose changes to boundaries and features online

c. The ability to store other land data online - for example soil maps or yield maps

[ROW ITEMS]

1. Very useful

2. Fairly useful

3. Not very useful

4. Not at all useful

5. Don't know

6. Not applicable to me.

ONLINE HABITS

[SHOW ON SEPARATE SCREEN]

To help us improve online information and services on rural grants and subsidies, the next few questions are about how you use the internet in general.

ONL1

[ASK IF ASK IF DEM13=2-4/ ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT]

[CATI] Which of the following types of internet connections do you have access to? READ OUT MULTICODE OK

[ONLINE] Which of the following types of internet connections do you have access to? Please select all that apply.

1. Broadband connection

2. Dial-up connection

3. 3G access using mobile phone networks

4. Something else PLEASE SPECIFY

ONL2A

[ASK IF DEM13=2 OR 4/ELSE SKIP TO ONL2B]

[CATI] What devices do you mainly use to access the internet for work purposes? MULTICODE OK

[ONLINE] What devices do you mainly use to access the internet for work purposes? Please select all that apply.

1. Desktop computer/PC

2. Laptop

3. Smartphone

4. Tablet

5. Something else PLEASE SPECIFY

ONL2B

[ASK IF DEM13=3/ELSE SKIP TO ONL3]

[CATI] What devices do you mainly use to access the internet? MULTICODE OK

[ONLINE] What devices do you mainly use to access the internet? Please select all that apply.

1. Desktop computer/PC

2. Laptop

3. Smartphone

4. Tablet

5. Something else PLEASE SPECIFY

ONL3

[ASK IF ASK IF DEM13=2-4/ ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT]

[CATI] Which browser do you mainly use to access internet websites? PROMPT IF NECESSARY MULTICODE OK

[ONLINE] Which browser do you mainly use to access internet websites? Please select all that apply.

1. Internet Explorer

2. Mozilla Firefox

3. Google Chrome

4. Safari

5. Other type of browser PLEASE SPECIFY

6. Don't know

ONL4

[ASK IF ASK IF DEM13=2-4/ ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT]

[CATI] How often do you use the internet either for work or for personal use? SINGLE CODE

[ONLINE] How often do you use the internet either for work or for personal use? Please select one answer only.

1. Daily

2. Weekly

3. Monthly

4. Less than monthly

ONL5

[ASK IF ASK IF DEM13=2-4/ ELSE SKIP TO VAL1 FOR CATI SCRIPT OR FOLLOWUP FOR ONLINE SCRIPT

RANDOMISE ORDER OF ROW ITEMS]

[CATI SCRIPT TO SHOW EACH ROW ITEM ONE AT A TIME] Thinking about the last 12 months, how often, if at all, have you used the internet for the following purposes? READ OUT SINGLE CODE

[ONLINE SCRIPT SHOW AS GRID QUESTION] Thinking about the last 12 months, how often, if at all, have you used the internet for the following purposes? Please select one answer only for each row.

[ROW ITEMS]

a. To look for information on comparing products or suppliers

b. To look for online information provided by government, council or NHS

c. To use an online service provided by government, council or NHS - for example to submit VAT or tax returns to HMRC or vehicle licensing

d. To buy things online

e. To do your banking online

f. To go on social media websites such as Facebook and Twitter

[COLUMN ITEMS]

1. Daily

2. Weekly

3. Monthly

4. Less than monthly

5. Never

ONL6

[ASK IF ONL5 ITEM F=1-4/ELSE SKIP TO VAL1 FOR CATI SCRIPT OR SKIP TO ONL7 FOR ONLINE SCRIPT]

[CATI] RPID and its partners are considering of providing information and news via social media such Facebook and Twitter in future. How useful, if at all, would you find this? SINGLE CODE

[ONLINE] RPID and its partners are considering of providing information and news via social media such Facebook and Twitter in future. How useful, if at all, would you find this? Please select one answer only.

1. Very useful

2. Fairly useful

3. Not very useful

4. Not at all useful

5. Don't know

ONL7

[ONLY ADD TO ONLINE SCRIPT

WRITE IN]

To help us obtain evidence on internet speed levels in rural Scotland, it would be helpful if you could click on the link below to do a test of your internet connection speed.

Please enter the results below.

Download speed		mb/s	kb/s
Upload speed		mb/s	kb/s
Prefer not to do speed test

[ONLY SHOW FOLLOWING MESSAGE FOR CATI SCRIPT]

Thank you very much for taking part in the survey. We may re-contact you for quality control purposes in the next few weeks.

FOLLOWUP

Finally, because your views are important, the Scottish Government may want to carry out follow-up research among some of its RPID customers. The follow up research may be carried out by telephone, email, postal questionnaire or focus groups and will explore issues relating to how information and services provided by RPID can be improved.

[CATI] Would you be willing to be re-contacted sometime in the next 18 to 24 months for this type of follow-up research? SINGLE CODE

[ONLINE] Would you be willing to be re-contacted sometime in the next 18 to 24 months for this type of follow-up research? Please select one answer only.

1. Consent given

2. Consent refused

FOLLOWUP2

[CATI] Can I just take the telephone number you would prefer to be reached on in future regarding follow-up research? WRITE IN

[CATI DEM13=2-4] And could I take your email address that you would prefer to be reached on in future regarding follow-up research? WRITE IN

[ONLINE] Please provide your preferred telephone contact number and email addresses for the Scottish Government to reach you on regarding follow-up research in future.

Preferred telephone contact number:

Preferred emailed address:

Once again, thanks very much for giving up your time to take part in the survey; your help is much appreciated.

*****************END OF SURVEY SCRIPT***********************