DACS seeks feedback on services

DACS is undertaking a review of our customer services as part of our continuing efforts to improve our services to artists, artists' estates and customers.

To help us with this we will be working with Customer Service Network, who specialise in helping organisations improve their customer service. Over the next few weeks they will be seeking the opinions of our artists and customers, and advising DACS on how we can improve.
 
DACS’ annual survey of our artists and customers has revealed an improvement in the overall rating of our customer service, credited in the most part to last summer’s launch of our new website and Payback claim site.
 
However, Payback claimants also asked for more improvements to be made – feedback the team has acknowledged and work is underway to ensure the 2013 claim process is made more straightforward.
 
And despite this improvement in 2012, a significant amount of feedback also asked us to look at how we could improve other areas of our customer service, such as response times to enquiries.
 
Artists and estates also expressed a demand for more copyright information to help them understand and manage their Rights. DACS intends to develop new tools and resources for artists and estates during the year.
 
Most significantly, DACS continues to enjoy a very high referral rate, with 89% of artists and estates having recommended our services to a friend. We hope our focus on customer services will see this increase further.