{"licence": "Creative Commons Attribution 4.0 International (CC BY 4.0)", "licence_url": "https://creativecommons.org/licenses/by/4.0/", "attribution": "Spring Prompt (springprompt.com)", "source_url": "https://springprompt.com/benchmarks/surveybench", "release": "2026-11-10-cad1a1ab581e", "test_your_prompt": "These are our tasks, not yours. Test your own prompt on these models: https://springprompt.com/prompt-test", "benchmark": "surveybench", "version": "v1", "split": "public", "excluded": [], "tasks": [{"id": "sv-001", "title": "Why Fernway customers cancel", "brief": {"product": "Fernway, a UK meal-kit subscription: recipe boxes for two (Couples plan) or four (Family plan) delivered weekly.", "context": "Monthly cancellations have risen from 6% to 9% of subscribers over the past year. Customers can skip a week only by changing their delivery in the app at least six days ahead.", "decision": "Whether to build one-tap skipping of any week (about four months of product work) or cut the price of the plans by 20%, to win back and keep customers.", "objectives": [{"id": "O1", "text": "Why customers cancel, and how this differs by how long they were customers"}, {"id": "O2", "text": "How much flexibility (pausing, skipping, fewer meals) matters compared with price"}, {"id": "O3", "text": "Which former customers could be won back, and by what"}, {"id": "O4", "text": "How satisfied customers were with the product while subscribed"}], "target": "UK customers who cancelled a Fernway subscription in the last six months", "constraints": {"max_questions": 12, "max_minutes": 6.0, "sample_size": 600, "channel": "email invitation to every customer who cancelled in the period, from the customer database (Fernway delivers only in the UK); online questionnaire"}, "stakeholder": "The chief executive is certain customers leave because Fernway is too expensive and wants the survey to show the board that a price cut is the answer.", "precision": "The board wants results for each tenure group (under 3 months, 3-12 months, over 12 months) to within plus or minus 5 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 5 points at 95% needs about 385 completes per group, about 1,155 in all, against about 600 available; a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "In the last six months, have you cancelled a Fernway subscription?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}, {"id": "S2", "text": "Do you live in the UK?", "type": "single", "options": ["Yes", "No"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "What was the main reason you cancelled?", "type": "single", "options": ["Price", "Hard to skip weeks", "Recipes got repetitive", "Delivery problems", "Portion sizes", "Packaging waste", "Other"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Overall, how satisfied were you with Fernway while you were a customer?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very dissatisfied", "scale_high": "Very satisfied", "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "If you could skip any week with one tap in the app, how likely would you be to come back to Fernway?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "If your Fernway plan cost 20% less, with the same recipes and portions, how likely would you be to come back?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "What, if anything, would have made you stay with Fernway?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "How long were you a Fernway customer?", "type": "single", "options": ["Under 3 months", "3-12 months", "Over 12 months"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q7", "text": "Which plan were you on when you cancelled?", "type": "single", "options": ["Couples", "Family"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q8", "text": "Where do you live?", "type": "single", "options": ["England", "Scotland", "Wales", "Northern Ireland"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "", "analysis_plan": []}, "responses": {"stakeholder_questions": ["The chief executive: 'People leave because we're too expensive. Does the survey confirm it?'", "The head of product: 'Is the Family plan the problem? Its satisfaction looks low.'", "The operations director: 'Do we have a delivery problem in Northern Ireland?'"], "fielding": "Emailed to 9,850 customers who cancelled between March and August 2025, from 1 to 14 September 2025. 702 started and 640 completed (median 5 minutes 20 seconds). Tables show the 640 completes, unweighted. Percentages are of each column's base.", "population": "All 9,850 customers who cancelled in the period, from the customer database: tenure under 3 months 45%, 3-12 months 35%, over 12 months 20%; Couples plan 66%, Family plan 34%.", "crosstabs": [{"question": "Q1", "title": "Main reason for cancelling", "columns": ["Total", "Under 3 months", "3-12 months", "Over 12 months", "Couples", "Family", "England", "Scotland", "Wales", "Northern Ireland"], "bases": [640, 138, 195, 307, 339, 301, 546, 46, 36, 12], "rows": [["Price", [21.6, 31.2, 27.2, 13.7, 23.6, 19.3, 21.6, 30.4, 16.7, 0.0]], ["Hard to skip weeks", [35.5, 26.1, 36.9, 38.8, 35.7, 35.2, 36.3, 28.3, 38.9, 16.7]], ["Recipes got repetitive", [18.0, 6.5, 14.4, 25.4, 13.0, 23.6, 17.9, 10.9, 27.8, 16.7]], ["Delivery problems", [9.1, 15.2, 8.7, 6.5, 10.0, 8.0, 8.1, 13.0, 0.0, 66.7]], ["Portion sizes", [6.7, 10.1, 5.1, 6.2, 7.7, 5.6, 7.1, 2.2, 8.3, 0.0]], ["Packaging waste", [4.8, 6.5, 4.1, 4.6, 5.9, 3.7, 4.8, 8.7, 2.8, 0.0]], ["Other", [4.4, 4.3, 3.6, 4.9, 4.1, 4.7, 4.2, 6.5, 5.6, 0.0]]], "note": ""}, {"question": "Q2", "title": "Overall satisfaction while a customer", "columns": ["Total", "Under 3 months", "3-12 months", "Over 12 months", "Couples", "Family"], "bases": [640, 138, 195, 307, 339, 301], "rows": [["Very dissatisfied", [14.8, 10.1, 11.8, 18.9, 14.5, 15.3]], ["Fairly dissatisfied", [16.4, 10.9, 15.9, 19.2, 15.3, 17.6]], ["Neither", [17.3, 12.3, 13.3, 22.1, 16.8, 17.9]], ["Fairly satisfied", [28.6, 35.5, 32.8, 22.8, 28.0, 29.2]], ["Very satisfied", [22.8, 31.2, 26.2, 16.9, 25.4, 19.9]], ["Net: satisfied (4-5)", [51.4, 66.7, 59.0, 39.7, 53.4, 49.2]]], "note": ""}, {"question": "Q2", "title": "Satisfied (4-5), by plan within tenure", "columns": ["Total", "Under 3 months / Couples", "Under 3 months / Family", "3-12 months / Couples", "3-12 months / Family", "Over 12 months / Couples", "Over 12 months / Family"], "bases": [640, 112, 26, 122, 73, 105, 202], "rows": [["Net: satisfied (4-5)", [51.4, 66.1, 69.2, 57.4, 61.6, 35.2, 42.1]]], "note": ""}, {"question": "Q3", "title": "Likelihood of coming back if any week could be skipped with one tap", "columns": ["Total", "Price", "Hard to skip weeks", "Recipes got repetitive", "Delivery problems", "Portion sizes", "Packaging waste", "Other"], "bases": [640, 138, 227, 115, 58, 43, 31, 28], "rows": [["Very unlikely", [20.5, 27.5, 10.1, 21.7, 29.3, 23.3, 32.3, 28.6]], ["Fairly unlikely", [21.9, 23.9, 16.3, 26.1, 32.8, 20.9, 25.8, 14.3]], ["Neither likely nor unlikely", [21.2, 23.9, 15.0, 23.5, 20.7, 27.9, 29.0, 32.1]], ["Fairly likely", [22.0, 16.7, 34.4, 19.1, 8.6, 14.0, 6.5, 17.9]], ["Very likely", [14.4, 8.0, 24.2, 9.6, 8.6, 14.0, 6.5, 7.1]], ["Net: likely (4-5)", [36.4, 24.6, 58.6, 28.7, 17.2, 27.9, 12.9, 25.0]]], "note": ""}, {"question": "Q4", "title": "Likelihood of coming back if the same plan cost 20% less", "columns": ["Total", "Price", "Hard to skip weeks", "Recipes got repetitive", "Delivery problems", "Portion sizes", "Packaging waste", "Other"], "bases": [640, 138, 227, 115, 58, 43, 31, 28], "rows": [["Very unlikely", [21.4, 15.2, 22.5, 26.1, 17.2, 23.3, 22.6, 28.6]], ["Fairly unlikely", [29.8, 19.6, 32.2, 26.1, 36.2, 41.9, 32.3, 42.9]], ["Neither likely nor unlikely", [23.0, 15.9, 22.5, 28.7, 24.1, 23.3, 35.5, 21.4]], ["Fairly likely", [14.4, 27.5, 14.1, 10.4, 12.1, 4.7, 0.0, 3.6]], ["Very likely", [11.4, 21.7, 8.8, 8.7, 10.3, 7.0, 9.7, 3.6]], ["Net: likely (4-5)", [25.8, 49.3, 22.9, 19.1, 22.4, 11.6, 9.7, 7.1]]], "note": ""}, {"question": "Q6-Q8", "title": "Sample profile: tenure", "columns": ["Total"], "bases": [640], "rows": [["Under 3 months", [21.6]], ["3-12 months", [30.5]], ["Over 12 months", [48.0]]], "note": ""}, {"question": "Q6-Q8", "title": "Sample profile: plan", "columns": ["Total"], "bases": [640], "rows": [["Couples", [53.0]], ["Family", [47.0]]], "note": ""}, {"question": "Q6-Q8", "title": "Sample profile: region", "columns": ["Total"], "bases": [640], "rows": [["England", [85.3]], ["Scotland", [7.2]], ["Wales", [5.6]], ["Northern Ireland", [1.9]]], "note": ""}], "open_question": "Q5. What, if anything, would have made you stay with Fernway?", "verbatims": [{"respondent": "R007", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "My main issue was too many meals arriving. Cutting it down to three, maybe even two, would have kept me."}, {"respondent": "R011", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Cutting down to two dinners a week. We were drowning in ingredients by Sunday and the fridge was constantly full."}, {"respondent": "R012", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "if the box had just arrived on the day i chose, i'd still be paying them"}, {"respondent": "R014", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Scotland"}, "text": "Just a larger pool of recipes to pick from each week, as the choices barely changed from one week to the next."}, {"respondent": "R021", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Bigger portions. Two of us were still hungry after every single meal, so we kept having to make extra pasta or toast on the side."}, {"respondent": "R028", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Wider range of dishes, especially fish ones, which seemed to be the same two each time."}, {"respondent": "R030", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "if the portions were actually big enough for a grown man who works on building sites. I was eating my dinner and then a sandwich an hour later"}, {"respondent": "R031", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Weekly was too often for us. Fortnightly boxes, or the freedom to skip alternate weeks easily, would have suited far better."}, {"respondent": "R033", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "I needed a way to put the subscription on hold while my shifts changed. Having to cancel and restart felt silly."}, {"respondent": "R038", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "recipe variety, i ended up skipping weeks because nothing new was on offer"}, {"respondent": "R040", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Scotland"}, "text": "Honestly just a simpler way to skip weeks. I ended up cancelling because it felt like admin every single week."}, {"respondent": "R041", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "Scotland"}, "text": "If it was more affordable."}, {"respondent": "R048", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Pause option. That's it."}, {"respondent": "R049", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "Wales"}, "text": "A pause feature that remembers my settings so I can pick up again without redoing everything from scratch."}, {"respondent": "R051", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Recyclable ice packs, or at least ones that didn't leak gel all over my kitchen counter. I couldn't put them in any bin the council collects, so I gave up."}, {"respondent": "R053", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "if the box hadn't had so much plastic in it. every single ingredient was in its own little bag"}, {"respondent": "R054", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Price. I'd have stayed at £45 but not at £65."}, {"respondent": "R057", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Packaging that was easy to recycle. I spent ages every Sunday separating bits and then still wasn't sure which went in which bin."}, {"respondent": "R058", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Honestly, if the box had arrived on Thursday like it said instead of Saturday evening, and I hadn't had to wrestle with non-recyclable ice packs and plastic liners every week, I'd probably still be subscribed."}, {"respondent": "R059", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Not being forced to take a minimum of three meals. I'm one person and two would have been perfect."}, {"respondent": "R063", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "More flexibility on how many nights I'm cooking. Three recipes was our limit but the plan seemed to want four minimum."}, {"respondent": "R068", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Getting the whole order on the right day, without items missing. Dinner plans for a family of four fall apart when the main ingredient isn't there."}, {"respondent": "R070", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Boxes actually turning up when they said they would."}, {"respondent": "R074", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "honestly if i could have paused without jumping through hoops and the price was a bit lower i'd still be there"}, {"respondent": "R077", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Not charging me more every few months. A fixed price would have made me feel I was getting a fair deal."}, {"respondent": "R080", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Smaller boxes! Four recipes a week was just too much for one person with a busy diary."}, {"respondent": "R084", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Being able to pause during Christmas and New Year, when we're at family's for almost two weeks. It was so awkward."}, {"respondent": "R089", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Being able to pause for holidays without having to ring up, plus recipes that didn't repeat every month."}, {"respondent": "R093", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "A way to freeze my subscription for a month while we had builders in and no working kitchen."}, {"respondent": "R096", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Nothing. Moved in with my parents to save for a deposit and Mum does all the cooking now!"}, {"respondent": "R098", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Two meals a week option instead of the minimum three. We're a couple who eat out a lot and never got through everything."}, {"respondent": "R099", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "A lower price point. Simple."}, {"respondent": "R100", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Repetitive menu was the only problem. Mix it up more."}, {"respondent": "R103", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "A cheaper plan for one person. Paying nearly £30 for two meals a week for just me felt like poor value."}, {"respondent": "R104", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "I loved the idea but couldn't afford it on a single income. A lower price would have been the only thing that mattered."}, {"respondent": "R107", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Wales"}, "text": "Portion sizes that didn't leave me raiding the fridge at 9pm. Make them bigger, or at least let me add extra protein or carbs to each meal!"}, {"respondent": "R115", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Wales"}, "text": "variety. simply that."}, {"respondent": "R120", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "Wales"}, "text": "cheeper, thats it really. I couldnt keep paying that much each week."}, {"respondent": "R121", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Having the choice to receive meals every other week instead of every week."}, {"respondent": "R123", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Cheaper, and easier to skip weeks."}, {"respondent": "R124", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Honestly, I'd have stayed if the price hadn't crept up from £49 to £67 in under a year. That's what pushed me to cancel."}, {"respondent": "R130", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Could do with a much bigger range of meals each week, because the same ones kept showing up."}, {"respondent": "R133", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "if the menu had changed more often and skipping weeks wasnt such a hassle i'd have stuck around"}, {"respondent": "R134", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Adjustable portion sizes, honestly. I'd have happily paid more per box if I could have chosen bigger servings."}, {"respondent": "R137", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Honestly the meals were fine, but the portions looked like they were designed for a toddler. Being able to pick a 'large' option for each recipe would have kept me subscribed."}, {"respondent": "R138", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "If only I could have varied the number of meals week to week, three one week, one the next, depending on what's on."}, {"respondent": "R140", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "If everything had come in cardboard or compostable materials rather than non-recyclable plastic pouches, I wouldn't have cancelled. Seeing the overflowing bin each week bothered me more than the price ever did."}, {"respondent": "R148", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Scotland"}, "text": "Chicken, chicken, mince, chicken. I wanted a greater variety of main ingredients and recipes."}, {"respondent": "R154", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "A lower price, mainly. Our household budget got tighter and £58 a week for the meal kit just wasn't sustainable."}, {"respondent": "R158", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Better deals. The offers were always for new customers and I felt like I was subsidising everyone else."}, {"respondent": "R163", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Fewer missin items and less cardboard-inside-cardboard. Twice my pasta just wasn't in the bag, and the amount of packaging was ridiculous."}, {"respondent": "R164", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Bigger rotation of dishes please. I kept seeing the same sausage and mash style meals every other week."}, {"respondent": "R165", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "fewer meals per week, honestly. Five was far too many for just me."}, {"respondent": "R170", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "If it had come when the app said, I wouldn't have left. The tracking was always wrong and the box was regularly hours late."}, {"respondent": "R179", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Pausing for holidays without faff. Simple as that."}, {"respondent": "R180", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Variety. I saw the same curry four times in two months. Also let me drop to two meals a week instead of forcing three."}, {"respondent": "R181", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Wales"}, "text": "Knock a tenner off the weekly price and we'd still be subscribed."}, {"respondent": "R185", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Honestly if there was a hold button for when we're on holiday, I'd still be a customer."}, {"respondent": "R186", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Less repetitive menus and an easy pause button."}, {"respondent": "R193", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Scotland"}, "text": "If the courier had delivered within the slot even most weeks, I'd have stayed. Waiting in all day for a box that came at 8pm was exhausting."}, {"respondent": "R194", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "Scotland"}, "text": "lower price, simple as that"}, {"respondent": "R197", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Pause button that actually works, and a discount that doesn't vanish after the first month. Too many weeks I was paying for meals we weren't going to eat."}, {"respondent": "R199", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Honestly, I'd have kept going if there'd been a lot less cardboard and plastic for what was really just a couple of onions and a sachet of spices."}, {"respondent": "R200", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Me and my partner got bored of the menu, to be honest. Same flavours, same sort of dishes. A bigger, more varied selection would have helped."}, {"respondent": "R204", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Some sort of money-off voucher after six months would have done it. I was paying full whack the entire time."}, {"respondent": "R206", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Scotland"}, "text": "Two-person, two-meal plan. The smallest option was three and we always ended up with one left over, and the weekly rhythm just felt relentless."}, {"respondent": "R215", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Fewer repeats."}, {"respondent": "R217", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Let me skip more than a few weeks in a row. I was capped, and when I had a month away I had to cancel completely."}, {"respondent": "R220", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Option to skip several weeks in one go, rather than having to go back and click each individual week. Tedious when I'm away for a month."}, {"respondent": "R222", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "A smaller plan, like two dinners, for those weeks when I'm barely home. I didn't want to cancel, I just needed less."}, {"respondent": "R225", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Money. It was too expensive for what it was."}, {"respondent": "R232", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Reduced weekly meals. We just weren't home enough to use them all."}, {"respondent": "R237", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Had there been more unusual recipes, like proper regional dishes from different cuisines, I'd have stayed. Too many meals were just 'chicken with a sauce'."}, {"respondent": "R242", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Wider choice of vegetarian recipes. The veggie options were the same three on repeat."}, {"respondent": "R245", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Being able to pause for a couple of weeks at short notice when work got mad. I'd get reminders, but the skip window had already closed."}, {"respondent": "R246", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Smaller weekly quantity. By Friday we still had two meals' worth of veg sitting there and I felt guilty every time."}, {"respondent": "R247", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "reliable deliveries and packaging i can actually put in my recycling bin"}, {"respondent": "R251", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Free or cheaper subscription during the months when money was tight, or even just lower prices overall. I'd have happily stayed if the cost had been more manageable."}, {"respondent": "R254", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "If the menu had changed more week to week I'd probably still be subscribed. By week ten I'd seen the same chicken traybake three times."}, {"respondent": "R257", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Fresh recipes more often, and a two-meal option."}, {"respondent": "R260", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Scotland"}, "text": "Honestly, just a better price. £62 a week for two of us was more than I could justify once the cost of living bit, so I had to cancel."}, {"respondent": "R262", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "Scotland"}, "text": "Wool insulation instead of the foam liner, or some way of sending it back to be reused. Our recycling centre is miles away and wouldn't take it."}, {"respondent": "R264", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Proper pause. Not 'cancel and re-join', an actual pause."}, {"respondent": "R270", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Fewer meals a week, ideally just two. Five dinners planned in advance doesn't suit someone who's out half the week."}, {"respondent": "R272", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Had the price come down to about the cost of a takeaway for two, I'd have kept it going."}, {"respondent": "R280", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Fewer layers of wrapping please! Box inside a box, then a liner, then the cool packs, then bags inside those. It felt wasteful and I'm sure it could be done more simply."}, {"respondent": "R283", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Something other than traybakes and pasta bakes every week."}, {"respondent": "R286", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "cut the cost by even 15% and i'd have stuck with it"}, {"respondent": "R295", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "If the skip deadline had been closer to delivery day instead of nearly a week before, I'd have stayed. I never knew my plans that far ahead."}, {"respondent": "R296", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Had they kept the introductory price going for a few more months, I'd have stayed. The jump to full price felt steep."}, {"respondent": "R298", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "Scotland"}, "text": "Couriers that actually turn up in the slot, and ditching the plastic wrap around everything."}, {"respondent": "R303", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "easy skip option"}, {"respondent": "R308", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "A flexible plan where I can skip a week whenever I like, no penalty, no phone call."}, {"respondent": "R311", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "Scotland"}, "text": "Having a driver who actually found my flat instead of marking the box 'delivered' when it wasn't. Two boxes vanished and I had to fight for refunds, so more dependable delivery would have kept me."}, {"respondent": "R312", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Less of the same old curries and pastas."}, {"respondent": "R316", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "The menu felt like the same chicken traybake every other week, and skipping a week meant faffing about in the app. A proper one-click skip plus more variety would've kept me."}, {"respondent": "R319", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Using paper bags instead of the tiny plastic ones for each herb and spice. Seven or eight of them per meal was just ridiculous for a household that tries to recycle properly."}, {"respondent": "R325", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "A loyalty discount for people who'd been with them over a year would have kept me. I got nothing for sticking around."}, {"respondent": "R327", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "More control over the number of meals. Four a week for two people was a lot, and I hated binning half of it."}, {"respondent": "R328", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "A two-meal option at a sensible price. Three was always too much for just me, and paying about £5 a portion for meals I wasn't eating felt daft."}, {"respondent": "R331", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Lower weekly cost, please!"}, {"respondent": "R336", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Cheaper boxes."}, {"respondent": "R337", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "The ability to order just two meals some weeks and four others, without changing the whole plan each time."}, {"respondent": "R340", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "Scotland"}, "text": "Prices going up twice in one year was the final straw. Freeze the price and I'd have stayed."}, {"respondent": "R342", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "We were overwhelmed by the quantity, so I'd have stayed if we could cut down to two nights a week."}, {"respondent": "R348", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "If there had been a budget range at around £3 a serving, I'd never have left."}, {"respondent": "R349", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Just deliver on time!"}, {"respondent": "R351", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Let me pause when I'm ill or busy without needing to remember a deadline days before. I had a bad flu week and the box still came."}, {"respondent": "R356", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Regular discount codes for existing customers, not only new ones. It was annoying watching newcomers pay half what I did."}, {"respondent": "R357", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Nothing to be honest. Twins arrived in January and our whole routine went out the window. We live on toast and whatever my mother-in-law brings round."}, {"respondent": "R359", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Missing ingredients, every other week. Twice it was the chicken, which rather defeats the point of a recipe. Get the packing right and I'd have stayed."}, {"respondent": "R361", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Option of just two recipes a week, full stop."}, {"respondent": "R367", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Mixing up the cuisines more, as it kept coming back to the same handful of flavours."}, {"respondent": "R372", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Pausing. I do seasonal work and needed a few months off, and cancelling felt like the only route."}, {"respondent": "R373", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "fewer boxes. every week was too much for my schedule"}, {"respondent": "R376", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Skipping weeks needed to be less of a hassle. Every time I tried, it asked me to confirm, then offered discounts, then confirmed again."}, {"respondent": "R377", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Freshening up the recipe list more often."}, {"respondent": "R379", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Option to scale up the portions without having to jump to the next box size for the whole week, which was far too much."}, {"respondent": "R380", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Being able to skip a week with one tap rather than phoning up, plus a cheaper price per portion. I was paying for meals I never had time to cook."}, {"respondent": "R382", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Seasonal menus that actually changed with the seasons, instead of the same dishes all year."}, {"respondent": "R385", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Easy skips when I'm away for the weekend, which is practically every other week in the summer. That alone would have done it."}, {"respondent": "R393", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "If I could have taken a break over the summer without losing my account and preferences I'd have happily come back."}, {"respondent": "R396", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "We cancelled because dinner kept feeling like déjà vu, so a menu with more variety would have kept us."}, {"respondent": "R401", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "More generous servings, our family of four were always hungry."}, {"respondent": "R402", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Generous portions. Simple as that."}, {"respondent": "R407", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Lots of the recipes were just variations of each other, so a genuinely broader menu would have made the difference."}, {"respondent": "R408", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "We were drowning in food by Thursday as three meals was too many for two of us, and the same pasta dishes kept coming round. Fewer meals a week and a bigger rotation of recipes and I'd still be subscribed."}, {"respondent": "R410", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Scotland"}, "text": "Weeks off with one click. I'm often at my mum's for days at a time and the box would just sit on the doorstep."}, {"respondent": "R412", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Throw in a few more adventurous recipes, like Thai, Moroccan or Korean, rather than rehashing the same Italian-ish ones."}, {"respondent": "R414", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Crushed boxes and leaky bags on arrival were the last straw. Sturdier delivery but with less packaging overall, or at least stuff my council will recycle."}, {"respondent": "R416", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Scotland"}, "text": "Newer recipes, more often."}, {"respondent": "R419", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Rotating the menu properly rather than recycling the same dishes every few weeks."}, {"respondent": "R422", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Less is more: fewer meals per delivery would have been ideal for us. We were a family of two with one working late most evenings."}, {"respondent": "R425", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "I'd have stayed if skipping a week took two taps rather than hunting through settings, and if the recipes weren't so samey after the first couple of months."}, {"respondent": "R426", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Value for money. It simply stopped feeling worth what I was paying."}, {"respondent": "R429", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Nothing, we just changed how we live. Bought a big freezer and now cook everything from scratch in bulk."}, {"respondent": "R430", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "If I'd felt I was getting more for my money. At that price I could buy a week's worth of groceries elsewhere."}, {"respondent": "R433", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Allowing me to skip a week up to the day before packing, not days earlier. Life doesn't plan itself that neatly."}, {"respondent": "R434", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Flexible weeks. My schedule is unpredictable and I couldn't commit to cooking every single week."}, {"respondent": "R436", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Fewer meals per box at a lower cost, simple as that."}, {"respondent": "R437", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Better value for money, basically."}, {"respondent": "R439", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "Ditch the plastic trays."}, {"respondent": "R445", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Northern Ireland"}, "text": "Boxes turning up on the day promised, with nothing missing, and a lot less plastic padding."}, {"respondent": "R447", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Let me skip the odd week without a fuss and knock a few quid off each box. That's all I wanted."}, {"respondent": "R449", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "If it had cost about £5 less per week I'd still be getting it."}, {"respondent": "R454", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "id have stayed if it was under £40 a week"}, {"respondent": "R459", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "I'd have stayed if I could have dropped to a couple of meals when the kids were at their dad's. Same fixed number every week didn't fit our life."}, {"respondent": "R460", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Not having to chase them about parcels that never showed up"}, {"respondent": "R480", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Easier skipping."}, {"respondent": "R483", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Offering a student or low-income discount would have helped, because I loved it but simply couldn't keep affording it."}, {"respondent": "R487", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Packaging my council would actually take. Half of it had that mixed-material film with no recycling symbol, and I felt guilty binning it every week."}, {"respondent": "R492", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Reasonable pricing. I was spending more on Fernway than on my normal supermarket shop."}, {"respondent": "R493", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "A 'pause for up to 8 weeks' feature would have kept me. I was on maternity leave chaos and couldn't manage it weekly."}, {"respondent": "R495", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Cheaper per portion. When I worked out the cost of each serving it was far more than I'd pay if I cooked the same meals myself."}, {"respondent": "R500", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "A permanent discount, not just the 50% off the first box that vanished after week four."}, {"respondent": "R502", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Reduce the minimum number of meals. Simple."}, {"respondent": "R523", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "Not a thing, it was a life change. We moved house, then my husband went vegan and has taken to cooking his own stuff from scratch."}, {"respondent": "R524", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Recipes that felt genuinely different from one another."}, {"respondent": "R525", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Id have stayed if the menu didnt loop back round every month."}, {"respondent": "R527", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "The skip function was hidden, and when I eventually found it, it told me the week was locked in. A clearer, more forgiving system would have kept me."}, {"respondent": "R529", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "If there'd been something different to cook on a Tuesday night other than pesto pasta variations, I'd still be there."}, {"respondent": "R530", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Being able to skip a week without having to ring or fill in three screens of 'are you sure?'"}, {"respondent": "R535", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "I'd have stayed if the chicken and rice dishes had been big enough to feed two adults properly. We were splitting what was meant to be two servings and it felt like a starter, so I'd say larger portions all round."}, {"respondent": "R539", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "One word: repetition. Fix it."}, {"respondent": "R540", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Let me choose fewer recipes. Three nights of cooking was lovely, five was exhausting."}, {"respondent": "R542", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Skipping a week shouldn't need a degree in website navigation."}, {"respondent": "R551", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "No more soggy, split packaging when it landed on my step."}, {"respondent": "R559", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Skip button that actually works on the app. Mine kept crashing and then I'd get a box anyway."}, {"respondent": "R560", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Seeing the same stuff over and over made me lose interest."}, {"respondent": "R562", "segment": {"tenure": "Under 3 months", "plan": "Family", "region": "England"}, "text": "Lower prices and the option to pause when we're on holiday."}, {"respondent": "R572", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Make it easy to skip! I forgot twice, got boxes while on holiday in Spain, and that was the final straw for me."}, {"respondent": "R589", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Some real creativity with the recipes. By the end it all felt like variations on one theme."}, {"respondent": "R590", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "A one-off 'not this week' that doesn't need me to log in on a laptop, since the phone version wouldn't let me do it."}, {"respondent": "R599", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "One click skip, please. Even a text reminder with a 'skip this week' link would've been enough."}, {"respondent": "R603", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "England"}, "text": "A proper pause button. I travel for work a lot and kept missing the Thursday cut-off, so boxes turned up when I was in Leeds."}, {"respondent": "R608", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "We loved it at first, but after about two months the menu felt like groundhog day. A wider range of recipes would have kept us."}, {"respondent": "R609", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Honestly, just getting what I paid for. Every second box had something missing, usually the sauce or herbs, so the meal couldn't be made properly."}, {"respondent": "R613", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "If I could have paused for a fortnight when we went to Cornwall, I'd probably still be subscribed."}, {"respondent": "R614", "segment": {"tenure": "3-12 months", "plan": "Family", "region": "England"}, "text": "tbh the recipes got stale quickly"}, {"respondent": "R615", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Greater diversity in the menu."}, {"respondent": "R619", "segment": {"tenure": "Over 12 months", "plan": "Couples", "region": "Wales"}, "text": "Fewer portions-per-week choices, like a mini plan for one night midweek only."}, {"respondent": "R621", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "Wales"}, "text": "Honestly nothing, it was us not them. Baby arrived in May and we've barely had time to eat, never mind cook anything fancy."}, {"respondent": "R622", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Less packaging. Honestly."}, {"respondent": "R624", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Just make the portions bigger or let people pick. I'm 6'4 and a rugby player so a standard serving is a snack, and paying £3.50 a portion for that was daft."}, {"respondent": "R628", "segment": {"tenure": "Under 3 months", "plan": "Couples", "region": "England"}, "text": "Not a thing. Loved it while it lasted, but we relocated to a village in Cornwall where the courier doesn't go. Totally a circumstances thing."}, {"respondent": "R629", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "Meals that filled us up. Two-person box felt more like one and a half portions, so some way to increase the serving size would have kept us."}, {"respondent": "R630", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "Scotland"}, "text": "One week the box didn't come at all and nobody told me. Reliable delivery, or at least a warning, would have kept me on."}, {"respondent": "R632", "segment": {"tenure": "3-12 months", "plan": "Couples", "region": "England"}, "text": "Let us choose portion size per recipe. Some nights a small serving is fine, other nights my teenage son eats double. One size doesn't suit everyone."}, {"respondent": "R634", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "one-meal weeks. sometimes I only needed one dinner sorted and the rest of the week was takeaways or leftovers"}, {"respondent": "R640", "segment": {"tenure": "Over 12 months", "plan": "Family", "region": "England"}, "text": "less plastic, simple as that"}]}, "numeric_questions": ["price_share", "price_weighted", "pause_inflex", "variety_mentions", "price_margin", "family_gap_significant", "skip_cancellers", "variety_long_tenure", "skip_vs_price_gap", "completion_rate", "price_cut_price_leavers"], "truth": {"numeric": [{"id": "price_share", "question": "What percentage of respondents gave price as their main reason for cancelling?", "answer": 21.6, "tolerance": 1.0, "unit": "percent"}, {"id": "price_weighted", "question": "Weighted to the tenure mix of all customers who cancelled, what percentage would give price as their main reason?", "answer": 26.3, "tolerance": 1.5, "unit": "percent"}, {"id": "pause_inflex", "question": "Among respondents whose main reason was that it was hard to skip weeks, what percentage said they would be likely (fairly or very) to come back if any week could be skipped with one tap?", "answer": 58.6, "tolerance": 1.0, "unit": "percent"}, {"id": "variety_mentions", "question": "How many of the open-text answers mention recipe variety or repetitive recipes?", "answer": 40.0, "tolerance": 6.0, "unit": "count"}, {"id": "price_margin", "question": "What is the 95% margin of error, in percentage points, on the unweighted share of respondents giving price as their main reason?", "answer": 3.19, "tolerance": 0.3, "unit": "points"}, {"id": "family_gap_significant", "question": "Is the difference in the share satisfied (4-5) between Family and Couples respondents, across all respondents, statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "skip_cancellers", "question": "Weighted to the tenure mix of all 9,850 customers who cancelled, about how many of them would give 'hard to skip weeks' as their main reason?", "answer": 3193.0, "tolerance": 160.0, "unit": "count"}, {"id": "variety_long_tenure", "question": "How many of the open-text answers from respondents who were customers for over 12 months mention recipe variety or repetitive recipes?", "answer": 25.0, "tolerance": 2.0, "unit": "count"}, {"id": "skip_vs_price_gap", "question": "Among respondents whose main reason was that it was hard to skip weeks, by how many percentage points does the share likely to come back with one-tap skipping exceed the share likely to come back with a 20% price cut?", "answer": 35.7, "tolerance": 1.5, "unit": "points"}, {"id": "completion_rate", "question": "What percentage of the customers invited completed the survey?", "answer": 6.5, "tolerance": 0.2, "unit": "percent"}, {"id": "price_cut_price_leavers", "question": "Among respondents whose main reason was price, what percentage said they would be likely (fairly or very) to come back if the plan cost 20% less?", "answer": 49.3, "tolerance": 1.0, "unit": "percent"}], "themes": [{"id": "flexibility", "name": "Flexibility", "description": "Easier skipping or pausing, or fewer meals a week", "members": ["R007", "R011", "R031", "R033", "R040", "R048", "R049", "R059", "R063", "R074", "R080", "R084", "R089", "R093", "R098", "R121", "R123", "R133", "R138", "R165", "R179", "R180", "R185", "R186", "R197", "R206", "R217", "R220", "R222", "R232", "R245", "R246", "R257", "R264", "R270", "R295", "R303", "R308", "R316", "R327", "R328", "R337", "R342", "R351", "R361", "R372", "R373", "R376", "R380", "R385", "R393", "R408", "R410", "R422", "R425", "R433", "R434", "R436", "R447", "R459", "R480", "R493", "R502", "R527", "R530", "R540", "R542", "R559", "R562", "R572", "R590", "R599", "R603", "R613", "R619", "R634"]}, {"id": "price", "name": "Price", "description": "A lower price or better value", "members": ["R041", "R054", "R074", "R077", "R099", "R103", "R104", "R120", "R123", "R124", "R154", "R158", "R181", "R194", "R197", "R204", "R225", "R251", "R260", "R272", "R286", "R296", "R325", "R328", "R331", "R336", "R340", "R348", "R356", "R380", "R426", "R430", "R436", "R437", "R447", "R449", "R454", "R483", "R492", "R495", "R500", "R562"]}, {"id": "variety", "name": "Recipe variety", "description": "More varied recipes; the menu got repetitive", "members": ["R014", "R028", "R038", "R089", "R100", "R115", "R130", "R133", "R148", "R164", "R180", "R186", "R200", "R215", "R237", "R242", "R254", "R257", "R283", "R312", "R316", "R367", "R377", "R382", "R396", "R407", "R408", "R412", "R416", "R419", "R425", "R524", "R525", "R529", "R539", "R560", "R589", "R608", "R614", "R615"]}, {"id": "delivery", "name": "Delivery", "description": "Late, missing or damaged deliveries", "members": ["R012", "R058", "R068", "R070", "R163", "R170", "R193", "R247", "R298", "R311", "R349", "R359", "R414", "R445", "R460", "R551", "R609", "R630"]}, {"id": "portions", "name": "Portions", "description": "Bigger or adjustable portions", "members": ["R021", "R030", "R107", "R134", "R137", "R379", "R401", "R402", "R535", "R624", "R629", "R632"]}, {"id": "packaging", "name": "Packaging", "description": "Less or more recyclable packaging", "members": ["R051", "R053", "R057", "R058", "R140", "R163", "R199", "R247", "R262", "R280", "R298", "R319", "R414", "R439", "R445", "R487", "R622", "R640"]}], "traps": [{"id": "ni_delivery", "kind": "small_base", "description": "Northern Ireland respondents (base 12) cite delivery problems far more often.", "handled_if": "Not reported as a finding, or reported only with a clear warning that the base is too small to rely on."}, {"id": "family_reversal", "kind": "reversal", "description": "Family-plan respondents look less satisfied overall, but are more satisfied than Couples within every tenure band: Family customers skew to long tenure, and long-tenure customers are less satisfied.", "handled_if": "Does not conclude that the Family plan is less satisfying; ideally explains that the overall gap is due to tenure."}, {"id": "tenure_skew", "kind": "skew", "description": "Long-tenure customers are 50% of respondents but 20% of cancellers; short-tenure customers, who cite price more, are under-represented.", "handled_if": "Points out the tenure skew and weights for it, or says unweighted figures understate price."}, {"id": "stated_intent", "kind": "stated_intent", "description": "'Likely to come back' answers are stated intentions about a hypothetical feature.", "handled_if": "Does not present likely-to-return percentages as forecasts of how many will return, or says that stated intentions overstate behaviour."}, {"id": "price_hypothesis", "kind": "hypothesis", "description": "The chief executive believes customers leave mainly because of price.", "handled_if": "States that price is not the main reason: difficulty skipping weeks is the most common reason, even after weighting."}, {"id": "nonresponse", "kind": "nonresponse", "description": "Only 702 of 9,850 invited customers started the survey (about 7%); those who respond may differ from those who do not.", "handled_if": "Mentions the low response rate or possible non-response bias as a limitation."}, {"id": "no_comparison", "kind": "nonresponse", "description": "Only customers who cancelled were surveyed, so the survey cannot show what distinguishes leavers from customers who stay; the reasons are self-reported.", "handled_if": "Notes that without current customers or behavioural data the survey cannot establish what causes cancellation (for example, stayers may also find skipping hard), or that stated reasons are self-reports."}, {"id": "question_order", "kind": "stated_intent", "description": "The one-tap skipping question (Q3) came immediately before the price-cut question (Q4), so answers to Q4 may have been framed by Q3.", "handled_if": "Mentions question order or framing between Q3 and Q4 as a limitation on comparing the two."}], "key_findings": ["Difficulty skipping weeks is the most common reason for cancelling, ahead of price, even after weighting for tenure", "Respondents who left because skipping was hard are far more likely to say they would come back with one-tap skipping than with a 20% price cut"], "recommendation": "Build one-tap skipping first; treat a price cut as a secondary lever, mainly for new customers.", "next_steps": [{"id": "behaviour_test", "kind": "right", "text": "Test demand for one-tap skipping with behaviour, not stated intent: for example a win-back offer, a fake-door test or a pilot with a group of customers, measuring actual returns or retention"}, {"id": "ni_evidence", "kind": "right", "text": "Gather more evidence on Northern Ireland delivery (more responses, or delivery and complaint data) before acting on it"}, {"id": "weighting", "kind": "right", "text": "Report and plan on figures weighted to the real customer mix (or fix the sample) in this and future surveys"}, {"id": "price_new_customers", "kind": "right", "text": "If testing price, target newer customers, who cite price most, rather than cutting price for everyone"}, {"id": "stayers_comparison", "kind": "right", "text": "Compare with customers who stay, or with behavioural data (for example how often cancellers tried to skip before leaving), to check that difficulty skipping actually drives cancellation"}, {"id": "cut_price_all", "kind": "wrong", "text": "Cut the price of every plan by 20% now"}, {"id": "fix_family", "kind": "wrong", "text": "Change or withdraw the Family plan because it disappoints"}, {"id": "ni_fix_now", "kind": "wrong", "text": "Commit to a Northern Ireland delivery overhaul on the strength of the survey alone"}]}, "split": "public"}, {"id": "sv-002", "title": "Why Tallyroom trials don't convert", "brief": {"product": "Tallyroom, an expenses app for UK small businesses: staff photograph receipts, managers approve them, and approved expenses go to the accounting software. It connects to Xero and QuickBooks today.", "context": "About 1,900 teams start a 30-day free trial each quarter; 18% go on to pay. Pricing is £6 per user per month.", "decision": "Where to put next quarter's product and sales effort to lift trial-to-paid conversion: a new accounting integration, assisted setup, a cheaper plan, or a shorter trial.", "objectives": [{"id": "O1", "text": "What stops trial teams from paying"}, {"id": "O2", "text": "Which missing integrations or features matter, and to which teams"}, {"id": "O3", "text": "How the reasons differ by company size"}, {"id": "O4", "text": "Whether the length of the trial plays a part"}], "target": "The admin of each UK team whose Tallyroom trial ended in the last 90 days without paying", "constraints": {"max_questions": 10, "max_minutes": 5.0, "sample_size": 450, "channel": "email invitation to the admin of each lapsed trial, from the product database, with a £10 voucher; online questionnaire"}, "stakeholder": "The head of sales believes the 30-day trial is too long, so teams forget about it, and wants the survey to back cutting it to 14 days.", "precision": "Product wants results for each company-size band (1-9, 10-49, 50-249 employees) to within plus or minus 6 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 6 points at 95% needs about 267 completes per band, about 800 in all, against about 450 available; a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Did your team's Tallyroom free trial end in the last 90 days without your team paying?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "In your own words, what was the main thing that stopped your team paying for Tallyroom after the trial?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Which of these comes closest to the main reason your team did not pay?", "type": "single", "options": ["No integration with our accounting software", "Didn't have time to set it up", "Too expensive", "Approval workflow didn't fit", "Problems with the mobile app", "Chose another tool", "Decided we didn't need it", "The trial was too short", "Forgot the trial was running", "The trial was too long", "Other"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "Which of these, if any, would your team need before paying? Select all that apply.", "type": "multi", "options": ["Sage integration", "FreeAgent integration", "Custom approval chains", "Per-company pricing (not per user)", "Better receipt scanning", "None of these"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "Which accounting software does your business use?", "type": "single", "options": ["Xero", "QuickBooks", "Sage", "FreeAgent", "Other", "We don't use accounting software"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "If Tallyroom connected to your accounting software, how likely would your team be to pay £6 per user per month?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2"], "show_if": {"question": "Q4", "options": ["Xero", "QuickBooks", "Sage", "FreeAgent", "Other"]}, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "How many people does your business employ?", "type": "single", "options": ["1-9 employees", "10-49 employees", "50-249 employees", "250 or more employees"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "", "analysis_plan": []}, "responses": {"stakeholder_questions": ["The head of sales: 'The 30-day trial is too long and teams forget about it. Should we cut it to 14 days?'", "The head of product: 'How much demand is there for a Sage integration?'", "The finance director: 'If we connect to their software, how many of these teams will pay?'"], "fielding": "Emailed to 1,640 trial admins from 6 to 17 October 2025 with a £10 voucher for completing. 460 completed (median 4 minutes 5 seconds). Tables show all completes, unweighted.", "population": "All 1,640 lapsed trials, from the product database: 1-9 employees 55%, 10-49 employees 35%, 50-249 employees 10%.", "crosstabs": [{"question": "Q2", "title": "Main reason the team did not pay after the trial", "columns": ["Total", "1-9 employees", "10-49 employees", "50-249 employees", "Xero", "QuickBooks", "Sage", "FreeAgent", "Other"], "bases": [460, 168, 182, 110, 182, 111, 117, 33, 17], "rows": [["No integration with our accounting software", [20.2, 8.3, 24.7, 30.9, 0.0, 0.0, 58.1, 33.3, 82.4]], ["Didn't have time to set it up", [18.7, 27.4, 15.9, 10.0, 24.7, 22.5, 9.4, 15.2, 0.0]], ["Too expensive", [15.9, 19.0, 13.2, 15.5, 18.1, 21.6, 8.5, 15.2, 5.9]], ["Approval workflow didn't fit", [12.6, 7.1, 12.1, 21.8, 14.3, 15.3, 11.1, 6.1, 0.0]], ["Problems with the mobile app", [6.3, 7.7, 8.2, 0.9, 8.2, 10.8, 0.9, 3.0, 0.0]], ["Chose another tool", [8.7, 5.4, 8.2, 14.5, 11.5, 7.2, 5.1, 12.1, 5.9]], ["Decided we didn't need it", [10.0, 13.7, 12.6, 0.0, 12.6, 12.6, 5.1, 6.1, 5.9]], ["The trial was too short", [1.5, 3.0, 0.5, 0.9, 1.6, 2.7, 0.0, 3.0, 0.0]], ["Forgot the trial was running", [3.7, 4.2, 2.7, 4.5, 6.0, 4.5, 0.0, 3.0, 0.0]], ["The trial was too long", [0.2, 0.6, 0.0, 0.0, 0.5, 0.0, 0.0, 0.0, 0.0]], ["Other", [2.2, 3.6, 1.6, 0.9, 2.2, 2.7, 1.7, 3.0, 0.0]]], "note": ""}, {"question": "Q3", "title": "What would you need before paying? (select all that apply)", "columns": ["Total", "1-9 employees", "10-49 employees", "50-249 employees", "Xero", "QuickBooks", "Sage", "FreeAgent", "Other"], "bases": [460, 168, 182, 110, 182, 111, 117, 33, 17], "rows": [["Sage integration", [23.7, 7.7, 28.0, 40.9, 3.3, 0.9, 85.5, 6.1, 0.0]], ["FreeAgent integration", [7.2, 13.7, 3.8, 2.7, 1.1, 2.7, 1.7, 72.7, 11.8]], ["Custom approval chains", [22.0, 17.9, 22.5, 27.3, 20.3, 21.6, 28.2, 15.2, 11.8]], ["Per-company pricing (not per user)", [20.4, 22.6, 18.7, 20.0, 17.6, 26.1, 20.5, 18.2, 17.6]], ["Better receipt scanning", [15.0, 20.2, 15.4, 6.4, 17.6, 14.4, 9.4, 21.2, 17.6]], ["None of these", [36.5, 40.5, 35.2, 32.7, 51.6, 42.3, 10.3, 15.2, 58.8]]], "note": "Respondents could choose more than one answer, so columns add up to more than 100%."}, {"question": "Q5", "title": "If Tallyroom connected to your accounting software, how likely would you be to pay £6 per user per month?", "columns": ["Total", "No integration with our accounting software", "Didn't have time to set it up", "Too expensive", "Approval workflow didn't fit", "Problems with the mobile app"], "bases": [460, 93, 86, 73, 58, 29], "rows": [["Very unlikely", [16.3, 12.9, 16.3, 19.2, 15.5, 13.8]], ["Fairly unlikely", [23.5, 12.9, 26.7, 27.4, 25.9, 37.9]], ["Neither likely nor unlikely", [22.6, 12.9, 29.1, 30.1, 22.4, 17.2]], ["Fairly likely", [23.7, 35.5, 20.9, 16.4, 22.4, 13.8]], ["Very likely", [13.9, 25.8, 7.0, 6.8, 13.8, 17.2]], ["Net: likely (4-5)", [37.6, 61.3, 27.9, 23.3, 36.2, 31.0]]], "note": "Asked of everyone who uses accounting software (all respondents)."}, {"question": "Q4", "title": "Accounting software", "columns": ["Total"], "bases": [460], "rows": [["Xero", [39.6]], ["QuickBooks", [24.1]], ["Sage", [25.4]], ["FreeAgent", [7.2]], ["Other", [3.7]], ["We don't use accounting software", [0.0]]], "note": ""}, {"question": "Q6", "title": "Company size", "columns": ["Total"], "bases": [460], "rows": [["1-9 employees", [36.5]], ["10-49 employees", [39.6]], ["50-249 employees", [23.9]], ["250 or more employees", [0.0]]], "note": ""}], "open_question": "Q1. In your own words, what was the main thing that stopped your team paying for Tallyroom after the trial?", "verbatims": [{"respondent": "T006", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "It just doesn't work with Sage. We're a small firm in Leeds and our whole finance process is built around it."}, {"respondent": "T010", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "Our MD approves everything personally, but Tallyroom insisted on a line manager approving first. We're only nine people, so there's no middle layer and it just got in the way."}, {"respondent": "T013", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "We approve expenses verbally on Friday afternoons in the team meeting, then I log them. Tallyroom's approval setup just didn't fit that way of working at all."}, {"respondent": "T015", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Managing without. I'd assumed we'd need proper expenses software, but with only two staff ever out on site, it isn't necessary."}, {"respondent": "T021", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Our bookkeeper lives in Sage and Tallyroom has no way to feed into it. Without that there was no point carrying on."}, {"respondent": "T022", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "Too busy with year-end to sit down and do the setup. Trial finished before I'd even invited the team."}, {"respondent": "T023", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "The price per user. Once I multiplied it by our 15 employees and then by 12 months, the director said no."}, {"respondent": "T030", "segment": {"company size": "50-249 employees", "accounting software": "FreeAgent"}, "text": "Went with Dext, mainly because our accountant already uses it and recommended we switch to that."}, {"respondent": "T033", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "Camera scanning was rubbish on our team's phones. Blurry capture even in good light."}, {"respondent": "T035", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "The monthly cost per head. For a small shop like ours it felt steep."}, {"respondent": "T055", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "it wont connect to our sage account, which was the one thing we needed"}, {"respondent": "T059", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "Pricing. We have 25 people but most would barely use it, so paying for every seat made no sense."}, {"respondent": "T073", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "I'd planned to do the whole setup on a quiet Friday but it never turned quiet. Trial ended with it still half done."}, {"respondent": "T077", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "Our director likes to approve by reply to an email rather than logging in anywhere, and Tallyroom's approval process couldn't work like that. Everything else was fine but sign-off was a blocker."}, {"respondent": "T080", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Honestly, we realised we don't need an expenses tool at all. Only three of us ever claim anything, and it's a handful of receipts a month."}, {"respondent": "T083", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "we just dont need one, mostly use the company debit card for everything"}, {"respondent": "T087", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "Decided against any expenses software. Email and a shared folder will do for a team of five."}, {"respondent": "T097", "segment": {"company size": "50-249 employees", "accounting software": "Other"}, "text": "No KashFlow integration."}, {"respondent": "T106", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Receipt photos came through cropped, so the total at the bottom was cut off and the amount wasn't picked up. Happened on about a third of what we tried during the fortnight."}, {"respondent": "T109", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "It would have been perfect if it connected to Sage. It doesn't, so we didn't buy it."}, {"respondent": "T110", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Approval workflow didn't match how we sign off expenses."}, {"respondent": "T113", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "Took ages to set up and I kept getting pulled away to do other things, so it never got finished."}, {"respondent": "T115", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Monthly fee per person was more than I could justify to the director."}, {"respondent": "T117", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Mainly the approvals - it wanted managers to approve in-app but our site supervisors don't really use computers, they hand me receipts and the boss initials them."}, {"respondent": "T125", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "Upload failures on the mobile app. Fine on wifi, hopeless on 4G when out visiting clients."}, {"respondent": "T127", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "As the person who does the books, I need expenses to land in Sage automatically. Tallyroom can't do that, so we stayed away."}, {"respondent": "T130", "segment": {"company size": "1-9 employees", "accounting software": "Other"}, "text": "Couldn't link it up with Clear Books, which is what our bookkeeper insists on. Without that connection there was no point carrying on."}, {"respondent": "T131", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Too time-consuming to set up, so it just sat there half finished until the trial ended."}, {"respondent": "T139", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Setup took too long for a one-person admin team like mine."}, {"respondent": "T143", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "We're a tiny firm and nobody claims much, so paying monthly for an expenses tool felt pointless once I actually looked at how little we spend."}, {"respondent": "T146", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Ran out of time to get it set up. Trial over before we had even begun using it properly."}, {"respondent": "T148", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "During the trial it dawned on me that we were solving a problem we don't have. Our boss pays for most things on the company card, so there's barely anything to claim back. Tallyroom was fine, we just don't need any expenses app."}, {"respondent": "T150", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Team meeting after the trial and we all agreed we could carry on without an expenses tool. Not worth adding another subscription when we hardly have any expenses to process."}, {"respondent": "T152", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "Spent an hour or two on setup, then work got in the way and I never finished it. Wish I'd had a proper day to do it."}, {"respondent": "T153", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Our office manager was off for half the trial and I couldn't spare the hours to get everyone added and the approval rules sorted."}, {"respondent": "T159", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Never got round to setting it up properly, and the app kept mangling my receipt photos anyway."}, {"respondent": "T161", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "the approval flow was too rigid for us. we sign off in a weekly batch, not claim by claim"}, {"respondent": "T163", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "no real need for it in the end"}, {"respondent": "T164", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Having tried it for a few weeks, I concluded that an expenses app is overkill for us. We're a four-person bookkeeping office in Leeds and the odd train ticket or coffee can just go through the monthly payroll."}, {"respondent": "T166", "segment": {"company size": "10-49 employees", "accounting software": "FreeAgent"}, "text": "We're a small business with 8 staff, and paying £6 a head every month adds up to far more than we'd budgeted for expenses software."}, {"respondent": "T169", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "No link to our accounts package (Sage). Everything would've needed keying in twice."}, {"respondent": "T174", "segment": {"company size": "1-9 employees", "accounting software": "FreeAgent"}, "text": "It didnt link up with the accounts software we use, FreeAgent, and manually re-keying claims was exactly what I was trying to get away from."}, {"respondent": "T180", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "Needed approvals to depend on the type of expense, e.g. travel goes to Sarah and client entertainment goes to the owner. Tallyroom only let us pick one approver for everyone, so it didn't fit."}, {"respondent": "T195", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "the app misread nearly every receipt. Totals came out wrong, dates were off, and I spent more time correcting them than I would have typing them in myself."}, {"respondent": "T199", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Too many bits to configure and I only ever had ten minutes here and there. Never got it properly set up."}, {"respondent": "T204", "segment": {"company size": "10-49 employees", "accounting software": "Other"}, "text": "Didn't need it, basically."}, {"respondent": "T205", "segment": {"company size": "1-9 employees", "accounting software": "FreeAgent"}, "text": "Honestly the app itself was fine, lovely to use, but I couldn't get expenses to flow into FreeAgent automatically and that's the whole reason we were looking. Had to say no in the end."}, {"respondent": "T208", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Per-user pricing just doesn't work for a team of 12 where only two people submit expenses regularly."}, {"respondent": "T211", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "Turns out we didn't need it. Our expenses are so few that the spreadsheet does the job fine."}, {"respondent": "T214", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "Quite simply, the need wasn't there. Fewer than ten claims over the whole trial month."}, {"respondent": "T216", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "I trialled it for a fortnight and kept fighting the approval screen. Our practice manager signs off everything on paper first and the app's flow just didn't match that, so we stayed with what we had."}, {"respondent": "T226", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Everything we do is in Sage, and Tallyroom simply won't feed into it. I can't be adding a manual step for every claim."}, {"respondent": "T236", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "The per-seat cost was more than we're willing to spend on expenses admin."}, {"respondent": "T241", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Needed it to sync to Sage 200 and it doesn't. Simple."}, {"respondent": "T247", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Staff submit to me, I query anything odd, then our accountant gives the final nod. Tallyroom's approval steps didn't allow for an outside person approving, so we gave up."}, {"respondent": "T255", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "It needed more setup time than I had. Gave up part way through."}, {"respondent": "T263", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Started the setup on day two, got interrupted, and never managed to come back to it in any proper way. Then the trial was over."}, {"respondent": "T268", "segment": {"company size": "1-9 employees", "accounting software": "Sage"}, "text": "The setup was more involved than I expected and I never had a big enough block of time to complete it."}, {"respondent": "T269", "segment": {"company size": "1-9 employees", "accounting software": "Other"}, "text": "Sadly there's no integration with our accounts system."}, {"respondent": "T271", "segment": {"company size": "1-9 employees", "accounting software": "FreeAgent"}, "text": "A competitor. We moved to Rydoo after trying it alongside yours, and the team preferred it."}, {"respondent": "T278", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Couldn't justify the cost for a 5-person firm."}, {"respondent": "T290", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Didn't fit our sign-off process."}, {"respondent": "T292", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Sign-off process didn't suit us."}, {"respondent": "T297", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "didn't get it set up in time, been swamped"}, {"respondent": "T298", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "didnt have the time to configure it, simple as that"}, {"respondent": "T300", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "The way it handled approvals was the dealbreaker for us. Our partners like to review a whole month's claims for each person in one go, whereas Tallyroom wanted every single claim approved individually as it came in."}, {"respondent": "T307", "segment": {"company size": "1-9 employees", "accounting software": "FreeAgent"}, "text": "Ten-person architecture practice here, and the per-user total was more than we pay for our accounting software. Too expensive."}, {"respondent": "T309", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Honestly the mobile app just wasn't reliable enough. Two of our reps tried photographing petrol receipts and the upload failed every single time, so they went back to emailing me crumpled paper."}, {"respondent": "T314", "segment": {"company size": "10-49 employees", "accounting software": "FreeAgent"}, "text": "Doesn't integrate with FreeAgent."}, {"respondent": "T317", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Our team is mostly out on the road, so the phone app is the whole point for us, and the receipt photo feature kept freezing after I tapped submit. Couldn't recommend paying for that, sorry."}, {"respondent": "T321", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Much too much money for what it is."}, {"respondent": "T322", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Per-user pricing doesn't work when we've got 25 staff but only a handful claim expenses, plus there's no link to Sage."}, {"respondent": "T329", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "setup ate up hours we didnt have and the mobile app wouldnt upload receipts half the time"}, {"respondent": "T330", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "Found Soldo and liked it more, so that's what we're using now."}, {"respondent": "T331", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "Life got in the way. Never found the time to do the setup properly while the trial was running."}, {"respondent": "T332", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "Couldnt get it past finance because of the price; it works out at roughly £400 a year more than we wanted to spend."}, {"respondent": "T334", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Couldnt get it to link up with Sage Business Cloud, and the monthly fee per user was more than we pay for some of our other software put together."}, {"respondent": "T338", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Too expensive for us."}, {"respondent": "T339", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Main issue was the missing Sage integration. We run everything through Sage Business Cloud and Tallyroom sits outside it."}, {"respondent": "T340", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "Ran out of trial before I'd finished setting it up."}, {"respondent": "T341", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "We went with Expensify instead."}, {"respondent": "T343", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "We'd have paid a reasonable flat rate, but per-person pricing for 30 staff was way out of our range."}, {"respondent": "T346", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Picked Webexpenses in the end. Tallyroom was fine, we just decided on a different tool and stuck with it."}, {"respondent": "T355", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "Our headcount changes with seasonal staff over the summer, so paying per user would mean the bill keeps jumping about. Doesn't suit us."}, {"respondent": "T365", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "It was the cost, mainly. We're a family-run builders' merchant and every subscription gets scrutinised."}, {"respondent": "T367", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "We went for Pleo cards instead of Tallyroom, the whole thing is handled in one place now."}, {"respondent": "T371", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "It took me so long just to get started with the setup that the trial was nearly over before I'd added anyone."}, {"respondent": "T378", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "It read a £48.60 train ticket as £4.60. That sort of mistake in the OCR made me stop trusting the app, and I wasn't going to pay for something I'd have to double-check constantly."}, {"respondent": "T384", "segment": {"company size": "10-49 employees", "accounting software": "Other"}, "text": "After the trial finished I set up Emburse Certify for the team instead, as the bookkeeper had used it at her old firm and was happy with it."}, {"respondent": "T388", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "the approval steps just werent right for how we sign things off here"}, {"respondent": "T392", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Couldn't set it up so two directors both approve anything over £500. It only allowed one approver per claim, which isn't how we do it."}, {"respondent": "T400", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Too fiddly and slow to set up, plus receipt photos kept failing on my Android."}, {"respondent": "T401", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "cost. simple as that"}, {"respondent": "T402", "segment": {"company size": "50-249 employees", "accounting software": "QuickBooks"}, "text": "Having to pay for every user, including the occasional ones, is what put us off. A flat fee would've been fine."}, {"respondent": "T407", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Took too long to get going. I kept meaning to go back and finish the expense categories but there was always something more urgent."}, {"respondent": "T413", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Couldn't link it to Sage 50. That was the dealbreaker for us."}, {"respondent": "T419", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Not compatible with Sage, which is what our accountant insists on."}, {"respondent": "T422", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "tbh it was just too expensive"}, {"respondent": "T431", "segment": {"company size": "50-249 employees", "accounting software": "Xero"}, "text": "The setup process took longer than the trial period allowed for someone with my workload, so we never got it going."}, {"respondent": "T433", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Wouldn't plug into Sage Accounting. Had no intention of exporting spreadsheets and importing them every month."}, {"respondent": "T441", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Getting all our staff details and expense types entered took longer than I could afford, so I left it unfinished."}, {"respondent": "T446", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Another tool won out. We signed up for Pleo after comparing it side by side with Tallyroom during the trial week."}, {"respondent": "T448", "segment": {"company size": "50-249 employees", "accounting software": "Sage"}, "text": "Honestly the price. For what we claim in a month, the subscription would cost more than some of the expenses themselves."}, {"respondent": "T449", "segment": {"company size": "1-9 employees", "accounting software": "Xero"}, "text": "Mainly price, I'd say. After the trial I worked out the annual cost for all 18 of us and it was just more than we could stomach."}, {"respondent": "T454", "segment": {"company size": "10-49 employees", "accounting software": "QuickBooks"}, "text": "Not cheap enough for us."}, {"respondent": "T455", "segment": {"company size": "10-49 employees", "accounting software": "Xero"}, "text": "Honestly it was the approvals. We have the office manager check receipts first and then the owner signs off, and Tallyroom wouldn't let us do it in that order."}, {"respondent": "T458", "segment": {"company size": "10-49 employees", "accounting software": "Other"}, "text": "Our accounting software isn't supported. I looked through the integrations list and it simply wasn't there."}, {"respondent": "T459", "segment": {"company size": "10-49 employees", "accounting software": "Sage"}, "text": "Unable to sync with Sage, so no."}, {"respondent": "T460", "segment": {"company size": "1-9 employees", "accounting software": "QuickBooks"}, "text": "I simply never had the time to sit down and set it up properly. Always next week, and then the trial finished."}]}, "numeric_questions": ["sage_need", "sage_weighted", "setup_small", "setup_mentions", "sage_margin", "price_size_significant", "setup_teams", "setup_mentions_small", "integration_weighted", "completion_rate", "pay_if_integrated"], "truth": {"numeric": [{"id": "sage_need", "question": "What percentage of respondents said they would need a Sage integration before paying?", "answer": 23.7, "tolerance": 1.0, "unit": "percent"}, {"id": "sage_weighted", "question": "Weighted to the company-size mix of all lapsed trials, what percentage would need a Sage integration?", "answer": 18.2, "tolerance": 1.5, "unit": "percent"}, {"id": "setup_small", "question": "Among businesses with 1-9 employees, what percentage gave 'didn't have time to set it up' as the main reason?", "answer": 27.4, "tolerance": 1.0, "unit": "percent"}, {"id": "setup_mentions", "question": "How many of the open-text answers mention not having time to set Tallyroom up, or setup taking too long?", "answer": 24.0, "tolerance": 4.0, "unit": "count"}, {"id": "sage_margin", "question": "What is the 95% margin of error, in percentage points, on the unweighted share of respondents needing a Sage integration?", "answer": 3.89, "tolerance": 0.3, "unit": "points"}, {"id": "price_size_significant", "question": "Is the difference in the share giving 'too expensive' as their main reason between businesses with 1-9 employees and those with 50-249 statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "setup_teams", "question": "Weighted to the company-size mix of all 1,640 lapsed trials, about how many teams' main reason was not having time to set it up?", "answer": 355.0, "tolerance": 18.0, "unit": "count"}, {"id": "setup_mentions_small", "question": "How many of the open-text answers from businesses with 1-9 employees mention not having time to set Tallyroom up, or setup taking too long?", "answer": 14.0, "tolerance": 2.0, "unit": "count"}, {"id": "integration_weighted", "question": "Weighted to the company-size mix of all lapsed trials, what percentage would give 'no integration with our accounting software' as their main reason?", "answer": 16.3, "tolerance": 1.5, "unit": "percent"}, {"id": "completion_rate", "question": "What percentage of the trial admins invited completed the survey?", "answer": 28.0, "tolerance": 0.2, "unit": "percent"}, {"id": "pay_if_integrated", "question": "Among respondents whose main reason was no integration with their accounting software, what percentage said they would be likely (fairly or very) to pay if Tallyroom connected to it?", "answer": 61.3, "tolerance": 1.0, "unit": "percent"}], "themes": [{"id": "integration", "name": "Accounting integration", "description": "No connection to the accounting software they use", "members": ["T006", "T021", "T055", "T097", "T109", "T127", "T130", "T169", "T174", "T205", "T226", "T241", "T269", "T314", "T322", "T334", "T339", "T413", "T419", "T433", "T458", "T459"]}, {"id": "setup_time", "name": "Setup time", "description": "Never found time to set it up; setup took too long", "members": ["T022", "T073", "T113", "T131", "T139", "T146", "T152", "T153", "T159", "T199", "T255", "T263", "T268", "T297", "T298", "T329", "T331", "T340", "T371", "T400", "T407", "T431", "T441", "T460"]}, {"id": "price", "name": "Price", "description": "Too expensive or per-user pricing does not suit", "members": ["T023", "T035", "T059", "T115", "T166", "T208", "T236", "T278", "T307", "T321", "T322", "T332", "T334", "T338", "T343", "T355", "T365", "T401", "T402", "T422", "T448", "T449", "T454"]}, {"id": "approvals", "name": "Approval workflow", "description": "Approval flow did not fit", "members": ["T010", "T013", "T077", "T110", "T117", "T161", "T180", "T216", "T247", "T290", "T292", "T300", "T388", "T392", "T455"]}, {"id": "mobile", "name": "Mobile app", "description": "Receipt capture or app problems", "members": ["T033", "T106", "T125", "T159", "T195", "T309", "T317", "T329", "T378", "T400"]}, {"id": "competitor", "name": "Chose a competitor", "description": "Went with another tool", "members": ["T030", "T271", "T330", "T341", "T346", "T367", "T384", "T446"]}], "traps": [{"id": "other_software", "kind": "small_base", "description": "Teams on 'Other' accounting software (base 17) mostly cite missing integration.", "handled_if": "Not reported as a finding about 'other' software users, or reported only with a warning that the base is too small."}, {"id": "size_skew", "kind": "skew", "description": "Teams of 50-249 people are 22% of respondents but 10% of lapsed trials. They cite missing integration and use Sage far more, so unweighted figures overstate integration and Sage demand and understate setup time: unweighted, missing integration is the top reason; weighted, setup time is.", "handled_if": "Weights for company size, or says the unweighted figures overstate integration and Sage demand; and does not present missing integration as the top reason across all lapsed trials."}, {"id": "multi_select", "kind": "multi_select", "description": "Q2 is multi-select: percentages are of respondents and add up to more than 100%.", "handled_if": "Does not add Q2 percentages together or describe them as shares of all needs."}, {"id": "pay_intent", "kind": "stated_intent", "description": "Likelihood to pay is a hypothetical stated intention.", "handled_if": "Does not present the likely-to-pay percentage as a forecast of conversion, or says stated intentions overstate behaviour."}, {"id": "trial_hypothesis", "kind": "hypothesis", "description": "The head of sales believes the trial is too long and teams forget about it.", "handled_if": "States that the data does not support this: only 4% said the trial was too long or that they forgot it was running."}, {"id": "nonresponse", "kind": "nonresponse", "description": "460 of 1,640 invited admins completed (about 28%), with a £10 voucher; those who respond may differ from those who do not.", "handled_if": "Mentions the response rate, the incentive or possible non-response bias as a limitation."}, {"id": "no_comparison", "kind": "nonresponse", "description": "Only teams that did not pay were surveyed, so the survey cannot show what distinguishes them from teams that did; paying teams may also have struggled with setup.", "handled_if": "Notes that without teams that converted (or product usage data) the survey cannot establish what causes non-conversion, or that stated reasons are self-reports."}], "key_findings": ["Weighted to the real mix of company sizes, not having time to set it up is the most common reason for not paying; missing integration leads only among the unweighted respondents", "Missing integration is concentrated among larger teams and Sage users", "Trial length is not the problem: few said they forgot the trial or that it was too long"], "recommendation": "Prioritise assisted setup, especially for the smallest teams, and a Sage integration for larger teams sized on weighted demand; do not shorten the trial.", "next_steps": [{"id": "setup_pilot", "kind": "right", "text": "Pilot assisted setup (for example a setup call or done-for-you import) with small teams and measure trial-to-paid conversion against a control"}, {"id": "sage_validate", "kind": "right", "text": "Validate Sage integration demand with behaviour (for example a waitlist, fake-door or pre-orders) and size it on weighted demand before committing build effort"}, {"id": "keep_trial", "kind": "right", "text": "Keep the 30-day trial, or test trial length with a controlled experiment rather than cutting it outright"}, {"id": "other_software", "kind": "right", "text": "Gather more evidence before acting on the 'other software' result (more responses or product data)"}, {"id": "converters_comparison", "kind": "right", "text": "Compare with teams that converted, or with product usage data (for example setup completion during the trial), to check that setup and integration actually separate converting from non-converting teams"}, {"id": "cut_trial", "kind": "wrong", "text": "Cut the trial to 14 days"}, {"id": "forecast_from_intent", "kind": "wrong", "text": "Forecast conversion or revenue directly from the likely-to-pay answers"}, {"id": "other_integrations", "kind": "wrong", "text": "Build integrations for the 'other' accounting packages on the strength of this survey"}]}, "split": "public"}, {"id": "sv-003", "title": "Why Pennywell customers don't use savings pots", "brief": {"product": "Pennywell, a UK app-only bank offering current accounts to adults. Savings pots are instant-access savings accounts inside the Pennywell app, paying 3.1% AER.", "context": "Savings pots have been live for 18 months, but only 14% of Pennywell's 420,000 customers have ever opened one. Pots sit under a tab in the app and have never been promoted. Raising the pots rate to 3.85% AER would cost several million pounds a year in extra interest.", "decision": "Whether to run an awareness and onboarding push for savings pots (in-app prompts and a set-up nudge on payday), to raise the pots rate to 3.85% AER, or both.", "objectives": [{"id": "O1", "text": "How many customers who have never opened a pot know that pots exist, and why those who know have not opened one"}, {"id": "O2", "text": "How much the interest rate matters compared with awareness and set-up"}, {"id": "O3", "text": "How much customers hold in savings elsewhere that pots could attract"}, {"id": "O4", "text": "How the answers differ by age"}], "target": "Pennywell customers (all aged 18 or over) who have never opened a savings pot", "constraints": {"max_questions": 10, "max_minutes": 5.0, "sample_size": 700, "channel": "email invitation to a random sample of customers who have never opened a savings pot, from the account database; online questionnaire"}, "stakeholder": "The chief financial officer is certain customers don't use pots because the rate is uncompetitive, and wants the survey to justify raising it.", "precision": "The board wants results for each age band (18-34, 35-54, 55-74, 75 or over) to within plus or minus 5 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 5 points at 95% needs about 385 completes per age band, about 1,540 in all, against about 700 available (and customers aged 75 or over are only about 2% of non-users); a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Do you have a Pennywell current account in your name?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}, {"id": "S2", "text": "Have you ever opened a savings pot in your Pennywell account?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["No"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "Before this survey, did you know that you can open savings pots in the Pennywell app?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Savings pots are separate savings spaces in the Pennywell app that pay interest; you can move money in or out at any time. What, if anything, would make you more likely to use savings pots?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "Which of these comes closest to the main reason you have not opened a savings pot so far?", "type": "single", "options": ["The interest rate is too low", "I keep my savings with another bank or provider", "I don't have money left over to save", "I'm worried about how quickly I could get my money out", "I wasn't sure how to set one up", "I haven't got round to it", "Other", "No particular reason"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2", "O4"], "show_if": {"question": "Q1", "options": ["Yes"]}, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "Roughly how much, in total, do you hold in savings with banks or providers other than Pennywell? Include savings accounts and cash ISAs, but not pensions or investments.", "type": "single", "options": ["None", "Some, but less than £1,000", "£1,000 to less than £5,000", "£5,000 to less than £20,000", "£20,000 to less than £50,000", "£50,000 or more", "Don't know", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "Savings pots currently pay 3.1% AER. At that rate, how likely would you be to start saving in a savings pot?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "With the rate staying at 3.1% AER, if the Pennywell app suggested setting aside some money in a savings pot whenever money is paid into your account, how likely would you be to start saving in a savings pot?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q7", "text": "If the savings pots rate rose from 3.1% to 3.85% AER, how likely would you be to start saving in a savings pot?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q8", "text": "Which age group are you in?", "type": "single", "options": ["18-34", "35-54", "55-74", "75 or over", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Invite a random sample of about 11,600 customers who have never opened a savings pot, from the account database, expecting about 700 completes at a 6% completion rate. The board's precision cannot be met: plus or minus 5 points at 95% confidence needs about 385 completes in each of the four age bands, about 1,540 in all, and customers aged 75 or over are only about 2% of non-users, so a random sample would yield very few of them. With about 700 completes we will report the total to about plus or minus 4 points, report 18-34, 35-54 and 55-74 to about plus or minus 6 to 9 points, combine 55-74 with 75 or over (or treat 75 or over as indicative only), and weight results to the age mix of all non-users from the account database. If the board needs plus or minus 5 per band, the invitations must roughly double, with extra invitations to older customers.", "analysis_plan": [{"objective": "O1", "approach": "Q1 awareness as a share of all respondents; Q3 reasons among those who knew, also re-based on all respondents by combining with Q1; open answers at Q2 coded into themes."}, {"objective": "O2", "approach": "Compare the share citing the rate (Q3, re-based on all respondents) with the share unaware (Q1); compare likelihood at the current rate (Q5) with likelihood with a savings prompt (Q6) and at 3.85% (Q7), treating all three as stated intentions."}, {"objective": "O3", "approach": "Distribution of Q4 bands, reporting the median band alongside any mean, by age and weighted to the population age mix."}, {"objective": "O4", "approach": "Every question by age band (Q8), with bases and margins shown; flag bands too small to rely on; weight totals to the age mix of all non-users."}]}, "responses": {"stakeholder_questions": ["The chief financial officer: 'The rate is the top reason people give for not using pots. Doesn't that settle it: we raise the rate to 3.85%?'", "The chief financial officer: 'Respondents hold about £14,500 in savings elsewhere on average. Across our customers who don't use pots, how much could a rate rise bring in?'", "The head of marketing: 'Customers aged 75 or over hold big balances elsewhere. Should we build a savings campaign around them?'"], "fielding": "Emailed to 11,600 customers who had never opened a savings pot, chosen at random from the account database, from 2 to 13 March 2026. 812 started and 700 completed (median 3 minutes 50 seconds). Tables show the 700 completes, unweighted. Percentages are of each column's base. The few respondents who preferred not to give their age at Q8 are shown in the age band on their account record.", "population": "All 361,000 customers who have never opened a savings pot, from the account database: aged 18-34 46%, 35-54 39%, 55-74 13%, 75 or over 2%.", "crosstabs": [{"question": "Q1", "title": "Before this survey, did you know that you can open savings pots in the Pennywell app?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over"], "bases": [700, 218, 262, 200, 20], "rows": [["Yes", [39.4, 21.6, 38.9, 60.0, 35.0]], ["No", [50.7, 67.0, 52.3, 30.0, 60.0]], ["Not sure", [9.9, 11.5, 8.8, 10.0, 5.0]]], "note": ""}, {"question": "Q3", "title": "Which of these comes closest to the main reason you have not opened a savings pot so far?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over"], "bases": [276, 47, 102, 120, 7], "rows": [["The interest rate is too low", [29.7, 14.9, 27.5, 37.5, 28.6]], ["I keep my savings with another bank or provider", [19.6, 10.6, 17.6, 23.3, 42.9]], ["I don't have money left over to save", [13.4, 21.3, 17.6, 7.5, 0.0]], ["I'm worried about how quickly I could get my money out", [7.6, 8.5, 3.9, 10.0, 14.3]], ["I wasn't sure how to set one up", [10.9, 17.0, 10.8, 9.2, 0.0]], ["I haven't got round to it", [11.6, 17.0, 14.7, 6.7, 14.3]], ["Other", [3.3, 2.1, 2.9, 4.2, 0.0]], ["No particular reason", [4.0, 8.5, 4.9, 1.7, 0.0]]], "note": "Asked only of respondents who answered Yes at Q1 (knew about savings pots before the survey)."}, {"question": "Q4", "title": "Roughly how much, in total, do you hold in savings with banks or providers other than Pennywell?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over"], "bases": [700, 218, 262, 200, 20], "rows": [["None", [35.7, 45.9, 35.5, 28.0, 5.0]], ["Some, but less than £1,000", [15.0, 21.6, 15.3, 8.5, 5.0]], ["£1,000 to less than £5,000", [17.6, 18.3, 19.8, 15.0, 5.0]], ["£5,000 to less than £20,000", [13.9, 7.3, 13.7, 21.5, 10.0]], ["£20,000 to less than £50,000", [8.0, 3.7, 6.5, 10.5, 50.0]], ["£50,000 or more", [4.6, 0.5, 2.3, 11.0, 15.0]], ["Don't know", [2.0, 1.8, 2.3, 1.5, 5.0]], ["Prefer not to say", [3.3, 0.9, 4.6, 4.0, 5.0]], ["Net: any savings elsewhere", [59.0, 51.4, 57.6, 66.5, 85.0]], ["Net: £20,000 or more", [12.6, 4.1, 8.8, 21.5, 65.0]]], "note": "Among the 413 respondents who reported an amount: mean £14,513 (from band midpoints, counting £50,000 or more as £75,000); the median falls in the £1,000 to less than £5,000 band."}, {"question": "Q5", "title": "At the current rate of 3.1% AER, how likely would you be to start saving in a savings pot?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over", "Knew about pots: Yes", "Knew about pots: No", "Knew about pots: Not sure"], "bases": [700, 218, 262, 200, 20, 276, 355, 69], "rows": [["Very unlikely", [24.9, 25.2, 26.0, 23.0, 25.0, 27.5, 22.5, 26.1]], ["Fairly unlikely", [31.4, 33.9, 30.9, 29.5, 30.0, 27.9, 34.4, 30.4]], ["Neither likely nor unlikely", [26.3, 22.9, 26.7, 29.5, 25.0, 26.4, 25.9, 27.5]], ["Fairly likely", [11.4, 11.0, 11.1, 12.0, 15.0, 11.2, 11.3, 13.0]], ["Very likely", [6.0, 6.9, 5.3, 6.0, 5.0, 6.9, 5.9, 2.9]], ["Net: likely (4-5)", [17.4, 17.9, 16.4, 18.0, 20.0, 18.1, 17.2, 15.9]]], "note": ""}, {"question": "Q6", "title": "With the rate staying at 3.1% AER, if the app suggested setting aside money in a savings pot whenever money is paid into your account, how likely would you be to start saving in one?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over", "Knew about pots: Yes", "Knew about pots: No", "Knew about pots: Not sure"], "bases": [700, 218, 262, 200, 20, 276, 355, 69], "rows": [["Very unlikely", [20.7, 17.0, 24.0, 20.0, 25.0, 26.4, 16.9, 17.4]], ["Fairly unlikely", [22.3, 23.9, 21.0, 21.5, 30.0, 28.6, 17.5, 21.7]], ["Neither likely nor unlikely", [23.3, 20.6, 21.8, 28.5, 20.0, 26.1, 23.1, 13.0]], ["Fairly likely", [19.0, 20.2, 18.7, 18.5, 15.0, 11.2, 23.7, 26.1]], ["Very likely", [14.7, 18.3, 14.5, 11.5, 10.0, 7.6, 18.9, 21.7]], ["Net: likely (4-5)", [33.7, 38.5, 33.2, 30.0, 25.0, 18.8, 42.5, 47.8]]], "note": ""}, {"question": "Q7", "title": "If the savings pots rate rose from 3.1% to 3.85% AER, how likely would you be to start saving in a savings pot?", "columns": ["Total", "18-34", "35-54", "55-74", "75 or over", "Knew about pots: Yes", "Knew about pots: No", "Knew about pots: Not sure"], "bases": [700, 218, 262, 200, 20, 276, 355, 69], "rows": [["Very unlikely", [19.0, 20.6, 19.8, 15.5, 25.0, 16.7, 22.3, 11.6]], ["Fairly unlikely", [27.0, 25.7, 26.7, 29.5, 20.0, 21.0, 31.0, 30.4]], ["Neither likely nor unlikely", [24.1, 26.6, 23.7, 21.5, 30.0, 25.4, 22.5, 27.5]], ["Fairly likely", [18.0, 15.6, 17.9, 21.5, 10.0, 22.1, 14.1, 21.7]], ["Very likely", [11.9, 11.5, 11.8, 12.0, 15.0, 14.9, 10.1, 8.7]], ["Net: likely (4-5)", [29.9, 27.1, 29.8, 33.5, 25.0, 37.0, 24.2, 30.4]]], "note": ""}, {"question": "Q8", "title": "Which age group are you in?", "columns": ["Total"], "bases": [700], "rows": [["18-34", [31.1]], ["35-54", [37.4]], ["55-74", [28.6]], ["75 or over", [2.9]]], "note": ""}], "open_question": "Q2. What, if anything, would make you more likely to use savings pots?", "verbatims": [{"respondent": "P005", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Clear info about what they are and how they work. Totally new to me."}, {"respondent": "P006", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Learning that they exist would be a start, then a clear explanation of how they work."}, {"respondent": "P009", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Pennywell haven't told me anything about pots, so I'd like them to explain the basics."}, {"respondent": "P011", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "No, nothing would. I just prefer not to save this way."}, {"respondent": "P012", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I'd want someone to explain what they are first. This is news to me."}, {"respondent": "P013", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Heard of them for the first time today. Setting one up looks fiddly from what I can see, so a step-by-step walkthrough from Pennywell would help."}, {"respondent": "P015", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Rate needs to be competitive. Simple as that."}, {"respondent": "P016", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Bigger interest. I just leave my savings at Leeds Building Society out of habit, and Pennywell's rate gives me no reason to move them."}, {"respondent": "P017", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Being sure it'd be back in my current account within seconds."}, {"respondent": "P022", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "Didn't realise Pennywell had pots. Is there a simple guide to what they are?"}, {"respondent": "P023", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Show me what pots are and how they work, I've not heard anything about them."}, {"respondent": "P026", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Until now I assumed Pennywell only had my current account. Please explain pots to new customers, because I've looked around the app and can't see where they live."}, {"respondent": "P027", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Wasn't aware of them at all. A short walkthrough from Pennywell would be great."}, {"respondent": "P030", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Where did these come from? I've never seen anything about pots. Someone explain what they do."}, {"respondent": "P034", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I didn't even know savings pots existed. Can Pennywell explain what they are?"}, {"respondent": "P036", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "id want to know theres no hold-ups when taking money out, even at weekends"}, {"respondent": "P039", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Simpler setup. When I tapped to create one there were too many steps and I wasn't sure what half the options meant, so I gave up."}, {"respondent": "P044", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Nobody at Pennywell has ever told me what savings pots are. I'd want a proper explanation, and a clear button in the app rather than burying them in menus."}, {"respondent": "P047", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Not been told about them before, so I'd appreciate a proper explanation from Pennywell."}, {"respondent": "P048", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Step-by-step guide inside the app when creating one. I got to the second screen, got muddled about naming it and choosing which account to take money from, and bailed."}, {"respondent": "P050", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Competitive interest, like the other app banks offer. Mine's currently earning nothing much and the pots wouldn't change that enough."}, {"respondent": "P052", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Unaware they were even an option. Give me a straightforward explanation of how pots work and a rate that beats the current one, which just isn't worth the bother."}, {"respondent": "P053", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Right now there's nothing. My wages are gone within days of landing."}, {"respondent": "P054", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Hadn't a clue they existed. Tell me what they are and how they work, and increase the interest, because at the current rate I wouldn't bother."}, {"respondent": "P056", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I'm not moving my savings. They're with my old bank and I feel safer that way."}, {"respondent": "P058", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Nothing really. I've got no spare money to put away at the moment."}, {"respondent": "P063", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Worry it'd take ages to withdraw. I need the cash there when rent's due on the 1st."}, {"respondent": "P065", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Not heard of them, so I'd need an explanation first. A short FAQ would be fine."}, {"respondent": "P067", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Oh I've not heard of these! A little tour of the feature in the app would help."}, {"respondent": "P068", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Explain them to me like I'm five. Never heard of savings pots."}, {"respondent": "P070", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "no one at pennywell ever explained what pots are. a better interest rate would help too, as what they pay now isn't worth bothering with"}, {"respondent": "P073", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Nobody ever said pots were an option. I'd like Pennywell to explain what they are."}, {"respondent": "P077", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "A noticeably higher AER. Otherwise it's too much of a bother for pennies."}, {"respondent": "P079", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I've had savings with the Leeds for years and I'm comfortable there. Wouldn't see the point in moving."}, {"respondent": "P080", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Nothing would, I'm skint until at least next year."}, {"respondent": "P083", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "If you'd explained pots when I opened my account, I'd probably know all about them by now."}, {"respondent": "P088", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "didn't even know where to look. They must be buried in a menu somewhere"}, {"respondent": "P089", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I'm retired on a small pension and spend all of it, so there's nothing I could put in. Nothing would change that."}, {"respondent": "P090", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Pots? Never heard of them. A simple walkthrough in the app and a more competitive rate would do it, since what's paid now isn't worth the effort."}, {"respondent": "P093", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Something like 5% would do it. The current rate is a joke and I can't see the point in moving money for so little back."}, {"respondent": "P099", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "Wow, I had no idea. Can someone at Pennywell walk me through what a savings pot is?"}, {"respondent": "P106", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Unless pots paid clearly more than my NatWest saver, I won't bother. It's where my savings have always been."}, {"respondent": "P107", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Explanation of what they are, ideally short, because I had no idea they existed."}, {"respondent": "P110", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Nothing, I'm afraid. Since my rent went up I've had nothing left over."}, {"respondent": "P114", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Clearer communication about what pots are. I've never been told about them."}, {"respondent": "P121", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "If they bumped the rate up so it's actualy worth the effort, I'd give it a go. Right now it just isn't."}, {"respondent": "P138", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "I've just never been into the idea of saving this way. Nothing would make me."}, {"respondent": "P141", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I started setting one up on the train, couldn't work out how to choose the amount to move in, and abandoned it."}, {"respondent": "P145", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Id need a beter rate before I'd even look. I cant see the point of moving my savings from HSBC for what pots pay now."}, {"respondent": "P148", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Pennywell telling me about them, in words I can understand without a finance degree."}, {"respondent": "P149", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Being told they exist, for a start."}, {"respondent": "P150", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Pots tab shouldn't be hidden under 'More', I'd probably have a go if it was obvious"}, {"respondent": "P156", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Explaining them better. I only just learned they exist."}, {"respondent": "P159", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Let me know what they are! Haven't been told anything."}, {"respondent": "P164", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Home screen button would help. I've scrolled through every tab and still can't see where you'd open one."}, {"respondent": "P174", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Just a proper explanation of what pots are, really, as I didn't know about them. Plus a higher rate, because the one they pay now wouldn't be worth my time."}, {"respondent": "P178", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "A rate of at least 4% or so. Anything less isn't worth the effort, thanks."}, {"respondent": "P180", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Showing them on the accounts page next to my current balance, not tucked away where I can't find them."}, {"respondent": "P184", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "My money has sat in the same Yorkshire Building Society account since I was a teenager. Habit, mostly, and I trust them. I just don't see why I'd shift it to a pot here."}, {"respondent": "P187", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Maybe a little banner on the home screen explaining what pots are. I've never come across them."}, {"respondent": "P188", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Telling me about them. I'm clueless."}, {"respondent": "P189", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Explaining what pots are in an email or push notification. I've genuinely never heard of them."}, {"respondent": "P190", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Simplify the process; the screens felt overcomplicated and I didn't want to accidentally do something wrong while setting it up."}, {"respondent": "P192", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Tell us more about what pots actually are, I've never seen them mentioned anywhere."}, {"respondent": "P194", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Explain them to me! Nobody ever told me what a pot is or how it works. And a rate that wasn't so poor would make it worth opening one."}, {"respondent": "P196", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Honestly I thought the app only did a current account. Didn't realise there were pots. A quick guide would be lovely."}, {"respondent": "P201", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Nothing, I'm afraid. I'm on minimum wage and there's no money left over after the essentials."}, {"respondent": "P207", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Quick tutorial. I've no idea what pots are."}, {"respondent": "P210", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Can't get the money out fast = no thanks."}, {"respondent": "P218", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Until my finances improve there's nothing that would make me use them, because I've got nothing left over each month."}, {"respondent": "P221", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Honestly, just knowing what they are. This is the first I've heard."}, {"respondent": "P224", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Explain what they are. That's it, really."}, {"respondent": "P231", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Knowing I can get to my money at 2am on a Sunday if I have to."}, {"respondent": "P235", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "A rate that beats inflation, for starters. Right now I'd earn pennies on my £2,000 so there's no point."}, {"respondent": "P236", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Knowing what they are. Nobody's told me."}, {"respondent": "P237", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "A leaflet, email, anything. Just tell me what savings pots are!"}, {"respondent": "P238", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Send me an email explaining what savings pots are and how they work. I've banked with you for two years and never heard of them."}, {"respondent": "P240", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Pennywell should send new customers a message about pots. I've had the app eight months and only now know they exist."}, {"respondent": "P242", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "a proper explanation of what pots are, cos i've never been told"}, {"respondent": "P247", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "If Pennywell told me what a pot was in plain language I'd have a look. Never heard of them before this survey."}, {"respondent": "P253", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Interest rate that's actually worth having. I've looked at the pots and the return is so low it isn't worth opening one."}, {"respondent": "P256", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Didn't know anything about savings pots. Please can someone explain?"}, {"respondent": "P257", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "A short video showing what a pot is and how it works."}, {"respondent": "P261", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "More interest! Not going to bother for what they're offering."}, {"respondent": "P263", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "A higher rate. What they pay now isn't worth the faff of moving money around."}, {"respondent": "P265", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "An in-app guide explaining pots step by step. I didn't know about them until today."}, {"respondent": "P267", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "nothing, theres no spare money in my account to put anywhere"}, {"respondent": "P271", "segment": {"age": "75 or over", "knew about pots": "No"}, "text": "Some info! I literally don't know what I'm being asked about."}, {"respondent": "P285", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "I only found out about pots from this survey. Pennywell should be telling customers about them."}, {"respondent": "P291", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Had no idea. Please send a how-to guide, since pots seem buried in the app and I wouldn't know where to tap."}, {"respondent": "P294", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Learnt about pots only today. Pennywell should have told me ages ago, with a clear guide on how they work. Raise the rate too; it's too low to be worth it at the minute."}, {"respondent": "P295", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Information on what they are and how they work, since I've never heard of them."}, {"respondent": "P296", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Hmm, never heard of pots. An explainer would be useful."}, {"respondent": "P297", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Just a heads-up that they exist and a simple how-to. Nobody has told me a thing."}, {"respondent": "P298", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Never knew this was a feature. More information please."}, {"respondent": "P299", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Where are they in the app? I've looked and can't find them."}, {"respondent": "P302", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Never heard of 'em. Fill me in please."}, {"respondent": "P303", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "not interested in saving this way, so nothing would change my mind"}, {"respondent": "P304", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Someone from Pennywell explaining what pots are, maybe in a quick chat message. I'm totally in the dark."}, {"respondent": "P306", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Not sure what you mean by savings pots. Could Pennywell explain?"}, {"respondent": "P312", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Don't think anything would, I'm not really into saving."}, {"respondent": "P319", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "rate would need to beat what i get at santander by a decent margin. as it is, not bothered, my savings are staying put"}, {"respondent": "P320", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Is that a thing? Never heard of it. Please tell me what it is."}, {"respondent": "P336", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "There's nothing that would, as I've got no money left at the end of the month to save."}, {"respondent": "P338", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Not sure I'd be able to get at it quick enough in an emergency"}, {"respondent": "P339", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Pots pay too little to bother with. I've kept my savings at Barclays since uni and I trust them, so I'd need a much better rate to move."}, {"respondent": "P344", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "I'd like to understand what a pot is. Never been told, never seen it explained."}, {"respondent": "P346", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Nothing right now. I'm on statutory sick pay and have nothing spare."}, {"respondent": "P347", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Too many boxes to fill in on the setup page and I wasn't sure which ones were optional. Faffy."}, {"respondent": "P350", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "I'm not sure what pots are, so I'd like a basic explanation from Pennywell."}, {"respondent": "P352", "segment": {"age": "75 or over", "knew about pots": "Yes"}, "text": "if the rate went up a couple of percent I'd think about it, otherwise no"}, {"respondent": "P353", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Tell me they exist! Seriously, I had no idea."}, {"respondent": "P354", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Explain what they are, please. I've been with Pennywell for two years and never heard of pots, and the app doesn't make them obvious."}, {"respondent": "P357", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "If somebody just explained what they are and how they work, I'd be keen to find out more."}, {"respondent": "P359", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Unaware they existed. A few lines on how they work would help."}, {"respondent": "P361", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "tell me what they are and how they work, never heard of them before"}, {"respondent": "P362", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Money's too tight with the childcare costs, so there's nothing to put aside. Nothing would make me use them."}, {"respondent": "P364", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "I'd be more tempted if the interest on pots were closer to what building societies pay. As things stand it's barely worth the bother."}, {"respondent": "P371", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "My worry is getting stuck waiting for my own money. Another bank once took three working days to move my savings, so I'd need to see it work immediately."}, {"respondent": "P374", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Some kind of pop-up when I open the app saying 'did you know about savings pots?' with a proper explanation of how they work."}, {"respondent": "P379", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "I'm just not bothered about saving in pots. Nothing would change that for me."}, {"respondent": "P384", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Never knew pots existed until now. Tell me properly how they work, and put the rate up, because the current one isn't worth the faff."}, {"respondent": "P385", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "nobody has ever mentioned pots to me so a quick explainer in the app would help"}, {"respondent": "P390", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "A simple email titled 'what are savings pots?' would have done the trick. I didn't know about them."}, {"respondent": "P395", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "No idea, probably nothing. After the mortgage and the energy bill I've got nothing spare to save."}, {"respondent": "P397", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Short and simple explanation of what they are, because right now I'm clueless."}, {"respondent": "P399", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I genuinely thought Pennywell only had the one account. Nobody mentioned pots. Explain how they work and make the interest better, as the current rate isn't worth bothering with."}, {"respondent": "P401", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "nothing. i dont have any extra money to save right now"}, {"respondent": "P405", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Honestly, nothing. Saving just isn't something I'm into."}, {"respondent": "P408", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Wasn't aware of pots at all, and when I had a quick look the set-up seemed fiddly. A short video explaining it would help."}, {"respondent": "P412", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Awareness, really. I've been using Pennywell since 2022 and nobody has ever said anything about pots."}, {"respondent": "P416", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Not aware of them until this survey. Pennywell should tell customers what pots do and simplify the setup, which looks like too many steps."}, {"respondent": "P419", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "My guess is lots of customers don't know about pots either. Tell us what they are!"}, {"respondent": "P420", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "The icon for pots is unclear, I kept tapping the wrong thing. Better labelling would sort it."}, {"respondent": "P422", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Can't say anything would. I'm happy just spending what I earn and have no wish to save it."}, {"respondent": "P427", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Nobody explained pots when I signed up, so I didn't know they existed. Tell me how they work and give me a rate worth having, because the present one isn't worth the hassle."}, {"respondent": "P429", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Tell me what a savings pot is. I've used the app for a year and never come across one."}, {"respondent": "P432", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Honestly, this is the first I've heard of them. Explain how they work and offer a higher rate, because the interest on offer isn't worth the bother."}, {"respondent": "P435", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Nope, nothing. I don't save and don't want to."}, {"respondent": "P436", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I had no clue Pennywell even offered savings pots. A simple explainer would help, as nothing in the app points me to them."}, {"respondent": "P439", "segment": {"age": "75 or over", "knew about pots": "No"}, "text": "Nothing specific, I just don't know what they are. Could you tell me?"}, {"respondent": "P446", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "A much better rate. Until then my savings stay where they are, with the bank I've used since I was a kid."}, {"respondent": "P448", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Awareness! I didn't know there was anything called a savings pot."}, {"respondent": "P449", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Maybe a full percentage point more than I'm getting at Nationwide. Otherwise I can't be bothered moving my savings."}, {"respondent": "P451", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "my savings are already with Lloyds and I trust them more. wouldnt move them"}, {"respondent": "P456", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "First I've heard of savings pots! Pennywell needs to explain them better and put them front and centre, because I'd never have found them myself."}, {"respondent": "P461", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Not sure how to even start one, the app doesn't make it obvious."}, {"respondent": "P463", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "To be honest I don't think about it much. My savings live at my building society, always have done, and Pennywell is just my everyday account. Can't see that changing."}, {"respondent": "P464", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Just a bit more info about what pots are. I wasn't aware of them."}, {"respondent": "P465", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Being made aware they exist. I've only just found out and still don't really know what they are, so an explanation would help."}, {"respondent": "P467", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Seeing them advertised in the app. I had no idea they were there."}, {"respondent": "P468", "segment": {"age": "75 or over", "knew about pots": "No"}, "text": "Didn't know they existed until reading this question, so an intro from Pennywell would be great."}, {"respondent": "P469", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "I need to know what a savings pot actually is. Hasn't been explained to me anywhere."}, {"respondent": "P471", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Two years with Pennywell and I still can't work out where pots live in the app. A proper shortcut would help."}, {"respondent": "P475", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Having them explained to me, as I was totally unaware."}, {"respondent": "P477", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Hadn't heard of savings pots before. A friendly explanation from Pennywell would go a long way."}, {"respondent": "P478", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "A friendly walkthrough. I didn't know pots were available and don't understand what they are."}, {"respondent": "P481", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Nowt. Can barely cover my bills at the moment, never mind save."}, {"respondent": "P483", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "If opening one took a single tap rather than what looked like a five-screen process, I'd do it."}, {"respondent": "P484", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "less menus pls, cant find them"}, {"respondent": "P486", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "Nobody has ever told me what pots are or how they work. Sort out an explanation in the app and a better rate; the interest at the moment is too low to be worth the bother."}, {"respondent": "P487", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Nobody told me, so a basic explanation of what a pot is would be great."}, {"respondent": "P493", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Honestly just a better rate. I'm not going to set up a pot to earn an extra £4 a year, it's not worth my time."}, {"respondent": "P494", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "I have no clue what they are, so I'd need Pennywell to tell me about them first."}, {"respondent": "P499", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "If Pennywell offered something near the top of the best-buy tables, I'd move my spare cash across tomorrow. As it stands the interest is too low to be worth the effort."}, {"respondent": "P501", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I'm not interested in savings pots and I don't think anything would change my mind."}, {"respondent": "P505", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Not sure anything would. Saving this way just doesn't appeal to me."}, {"respondent": "P506", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "honestly if the interest was actually decent I'd consider it, but what they pay now is pitiful"}, {"respondent": "P512", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Hadn't a clue these existed. Tell me more!"}, {"respondent": "P513", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "A notification explaining pots, because I genuinely haven't got a clue what they are."}, {"respondent": "P519", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Nothing. I don't have spare cash and that's all there is to it."}, {"respondent": "P522", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I can't think of anything, because there's no spare money at the end of the month for me to save."}, {"respondent": "P529", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "I only learned about pots just now. Some kind of intro message would help, as I couldn't find them anywhere in the app."}, {"respondent": "P531", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "pennywell could just tell me what savings pots are lol, never heard of them"}, {"respondent": "P540", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Just a clear message from Pennywell telling me what a pot is and how it works."}, {"respondent": "P541", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Being told exactly how long a withdrawal takes, in plain English, before I put anything in."}, {"respondent": "P549", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Nothing at all, I'm just not interested in this kind of thing."}, {"respondent": "P552", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I'd use them if the rate wasn't so rubbish. Why lock away effort for next to nothing in interest?"}, {"respondent": "P555", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Frankly I'm unaware of this feature. Is there a guide somewhere?"}, {"respondent": "P560", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Rate. It's too low."}, {"respondent": "P561", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Didn't realise they existed. A clear explanation on the home screen would help, as I'd never have found them by tapping around."}, {"respondent": "P565", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Make them easier to find in the app"}, {"respondent": "P568", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Nothing, I'm just not a saver and have no interest in starting."}, {"respondent": "P571", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Been with Pennywell about three years and only just learned pots exist. A short how-to guide would help, and so would a better rate, as 'not worth the bother' sums up the current one."}, {"respondent": "P575", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "A message in my inbox explaining pots would do it. Nobody's ever mentioned them."}, {"respondent": "P576", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "I don't know what pots are. A simple guide in the app please."}, {"respondent": "P577", "segment": {"age": "55-74", "knew about pots": "Not sure"}, "text": "Can't say, as I don't know what a savings pot is. Please explain."}, {"respondent": "P580", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Search bar or something. I looked for pots on my phone and nothing in the layout pointed me to them."}, {"respondent": "P581", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "honestly didnt know pots were a thing until this survey. tell us about them and make them easier to find in the app"}, {"respondent": "P582", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Fewer steps to get started, it looked really fiddly"}, {"respondent": "P586", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I've never been interested in putting money aside like that, so I can't think of anything that would change my mind."}, {"respondent": "P588", "segment": {"age": "18-34", "knew about pots": "Not sure"}, "text": "Me? I'd need to know what a pot is first, as nobody's ever explained it. Then a better interest rate, because the current one's not worth the bother."}, {"respondent": "P591", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Honestly nothing. Savings stay where they are."}, {"respondent": "P592", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Higher interest than my building society pays, which pots currently don't. No point moving savings I'm happy with elsewhere for less."}, {"respondent": "P601", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "This is the first time I've heard of pots. What are they, and how do they work?"}, {"respondent": "P603", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Increasing the interest to something that makes it worth doing. I've got a few hundred spare each month but the current rate doesn't tempt me."}, {"respondent": "P605", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "I'd like a message from Pennywell outlining what pots are, as I've never been made aware of them."}, {"respondent": "P608", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Let me know they exist! Maybe a message when I log in, explaining what pots do."}, {"respondent": "P611", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Nothing at all. Every pound is already spoken for each month."}, {"respondent": "P618", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Pennywell never mentioned pots when I signed up, so I had no idea. Explain how they work, and make the set-up less confusing."}, {"respondent": "P621", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Just a big obvious 'create a pot' button. At the moment I'd need a map."}, {"respondent": "P626", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Not a thing. I've been out of work since March and have nothing spare."}, {"respondent": "P631", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Nothing would make me, as I haven't got any spare money at present. Maybe one day, but not now."}, {"respondent": "P634", "segment": {"age": "35-54", "knew about pots": "Not sure"}, "text": "tbh i didnt know about pots till now. would need pennywell to explain them and show me where in the app to start, cant find anything"}, {"respondent": "P636", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Is it a separate account or part of my main one? I don't know because nobody has explained pots to me."}, {"respondent": "P637", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "I never knew. Why has nobody told me about pots? Please explain them."}, {"respondent": "P639", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "More interest, please. Currently it's not worth the effort when my savings sit happily at Halifax."}, {"respondent": "P640", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Better interest. I can get over 4% elsewhere so I can't see why I'd bother with Pennywell's pots at the moment."}, {"respondent": "P643", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "As far as I knew, there were no pots. Tell me what they are!"}, {"respondent": "P644", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Honestly I can't think of anything, saving money in pots just isn't for me."}, {"respondent": "P647", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Just never been told about pots. A plain explanation of how they work would be great, along with a more obvious place in the app to create one."}, {"respondent": "P648", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Nothing would change it for me, I'm broke until I'm paid off this debt."}, {"respondent": "P649", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Raise the rate or I'm staying with Nationwide."}, {"respondent": "P651", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Nothing would, I'm afraid. Loyal to my building society."}, {"respondent": "P652", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Probably a bit of explanation. I don't understand what pots are as nobody ever told me."}, {"respondent": "P660", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "Tell me what they are! Only just found out they exist, and the menus make finding them a faff."}, {"respondent": "P661", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "Put them on the main screen instead of making me hunt through settings. I spent ten minutes looking last time and quit."}, {"respondent": "P668", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Never knew pots existed. Explain them properly, and put them somewhere I can actually find in the app."}, {"respondent": "P669", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "An explanation would be a start, as I'd never heard of pots. After that, a decent interest rate, because what they pay now isn't worth the bother of setting one up."}, {"respondent": "P675", "segment": {"age": "75 or over", "knew about pots": "Yes"}, "text": "Reassurance on how fast money moves back to my main account."}, {"respondent": "P678", "segment": {"age": "18-34", "knew about pots": "No"}, "text": "Nothing. Any money I do have goes straight on food and the gas bill, so there's none to save."}, {"respondent": "P681", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "Knowing I could get my money out instantly, with no delays."}, {"respondent": "P684", "segment": {"age": "55-74", "knew about pots": "Yes"}, "text": "Can't think of anything. Saving isn't something I'm interested in doing through an app."}, {"respondent": "P685", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Didn't know about pots until reading this question. More information on how they work would be good, and a rate that's actually worth moving money for, which the current one isn't."}, {"respondent": "P688", "segment": {"age": "18-34", "knew about pots": "Yes"}, "text": "We're a one-income household with two kids and nothing is left at month end. So nothing would make me use them."}, {"respondent": "P694", "segment": {"age": "55-74", "knew about pots": "No"}, "text": "Never knew these existed. Make them easy to find and explain in plain English what a pot actually is."}, {"respondent": "P695", "segment": {"age": "75 or over", "knew about pots": "No"}, "text": "Nobody told me what pots are. A short guide in the app would help, because I can't see where to set one up."}, {"respondent": "P697", "segment": {"age": "75 or over", "knew about pots": "No"}, "text": "Wait, there are savings pots? Nobody told me! Please explain."}, {"respondent": "P698", "segment": {"age": "35-54", "knew about pots": "No"}, "text": "I didn't know pots existed, so a notification explaining them would have helped. Even now, the way to open one looks confusing and hard to find."}, {"respondent": "P699", "segment": {"age": "35-54", "knew about pots": "Yes"}, "text": "I'm a student with a part-time job and a big overdraft, so there's no spare money. Nothing would change that."}]}, "numeric_questions": ["aware_share", "rate_of_asked", "rate_of_all", "rate_of_all_weighted", "unaware_customers", "under_5k", "rate_intent", "rate_age_significant", "rate_margin", "awareness_mentions", "awareness_mentions_18_34", "completion_rate"], "truth": {"numeric": [{"id": "aware_share", "question": "What percentage of respondents said they knew, before the survey, that they could open savings pots (Yes at Q1)?", "answer": 39.4, "tolerance": 1.0, "unit": "percent"}, {"id": "rate_of_asked", "question": "Among respondents who were asked Q3, what percentage chose 'The interest rate is too low'?", "answer": 29.7, "tolerance": 1.0, "unit": "percent"}, {"id": "rate_of_all", "question": "As a percentage of all respondents, how many knew about pots and chose 'The interest rate is too low' at Q3?", "answer": 11.7, "tolerance": 1.0, "unit": "percent"}, {"id": "rate_of_all_weighted", "question": "Weighted to the age mix of all customers who have never opened a pot, what percentage of them would know about pots and choose 'The interest rate is too low' at Q3?", "answer": 8.8, "tolerance": 1.5, "unit": "percent"}, {"id": "unaware_customers", "question": "Weighted to the age mix of all 361,000 customers who have never opened a pot, about how many of them did not know they could open savings pots (No or Not sure at Q1)?", "answer": 239702.0, "tolerance": 11985.0, "unit": "count"}, {"id": "under_5k", "question": "Among respondents who reported an amount held in savings elsewhere (excluding None, Don't know and Prefer not to say), what percentage hold less than £5,000?", "answer": 55.2, "tolerance": 1.5, "unit": "percent"}, {"id": "rate_intent", "question": "What percentage of all respondents said they would be likely (fairly or very) to start saving in a pot if the rate rose to 3.85% AER?", "answer": 29.9, "tolerance": 1.0, "unit": "percent"}, {"id": "rate_age_significant", "question": "Among respondents asked Q3, is the difference in the share choosing 'The interest rate is too low' between those aged 35-54 and those aged 55-74 statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "rate_margin", "question": "What is the 95% margin of error, in percentage points, on the share of respondents asked Q3 who chose 'The interest rate is too low'?", "answer": 5.39, "tolerance": 0.3, "unit": "points"}, {"id": "awareness_mentions", "question": "How many of the open-text answers say the respondent did not know about savings pots or what they are, or want Pennywell to tell them about pots?", "answer": 126.0, "tolerance": 19.0, "unit": "count"}, {"id": "awareness_mentions_18_34", "question": "How many of the open-text answers from respondents aged 18-34 say they did not know about savings pots or what they are, or want Pennywell to tell them about pots?", "answer": 46.0, "tolerance": 2.0, "unit": "count"}, {"id": "completion_rate", "question": "What percentage of the customers invited completed the survey?", "answer": 6.0, "tolerance": 0.2, "unit": "percent"}], "themes": [{"id": "awareness", "name": "Awareness", "description": "Did not know pots existed or what they are; wants to be told or shown", "members": ["P005", "P006", "P009", "P012", "P013", "P022", "P023", "P026", "P027", "P030", "P034", "P044", "P047", "P052", "P054", "P065", "P067", "P068", "P070", "P073", "P083", "P090", "P099", "P107", "P114", "P148", "P149", "P156", "P159", "P174", "P187", "P188", "P189", "P192", "P194", "P196", "P207", "P221", "P224", "P236", "P237", "P238", "P240", "P242", "P247", "P256", "P257", "P265", "P271", "P285", "P291", "P294", "P295", "P296", "P297", "P298", "P302", "P304", "P306", "P320", "P344", "P350", "P353", "P354", "P357", "P359", "P361", "P374", "P384", "P385", "P390", "P397", "P399", "P408", "P412", "P416", "P419", "P427", "P429", "P432", "P436", "P439", "P448", "P456", "P464", "P465", "P467", "P468", "P469", "P475", "P477", "P478", "P486", "P487", "P494", "P512", "P513", "P529", "P531", "P540", "P555", "P561", "P571", "P575", "P576", "P577", "P581", "P588", "P601", "P605", "P608", "P618", "P634", "P636", "P637", "P643", "P647", "P652", "P660", "P668", "P669", "P685", "P694", "P695", "P697", "P698"]}, {"id": "rate", "name": "Interest rate", "description": "A better interest rate on pots", "members": ["P015", "P016", "P050", "P052", "P054", "P070", "P077", "P090", "P093", "P106", "P121", "P145", "P174", "P178", "P194", "P235", "P253", "P261", "P263", "P294", "P319", "P339", "P352", "P364", "P384", "P399", "P427", "P432", "P446", "P449", "P486", "P493", "P499", "P506", "P552", "P560", "P571", "P588", "P592", "P603", "P639", "P640", "P649", "P669", "P685"]}, {"id": "elsewhere", "name": "Savings kept elsewhere", "description": "Keeps savings with another bank out of habit or trust", "members": ["P016", "P056", "P079", "P106", "P145", "P184", "P319", "P339", "P446", "P449", "P451", "P463", "P591", "P592", "P639", "P649", "P651"]}, {"id": "access", "name": "Access to money", "description": "Worried about getting money out quickly", "members": ["P017", "P036", "P063", "P210", "P231", "P338", "P371", "P541", "P675", "P681"]}, {"id": "app", "name": "Finding or setting up in the app", "description": "Pots hard to find or fiddly to set up", "members": ["P013", "P026", "P039", "P044", "P048", "P088", "P141", "P150", "P164", "P180", "P190", "P291", "P299", "P347", "P354", "P408", "P416", "P420", "P436", "P456", "P461", "P471", "P483", "P484", "P529", "P561", "P565", "P580", "P581", "P582", "P618", "P621", "P634", "P647", "P660", "P661", "P668", "P694", "P695", "P698"]}], "traps": [{"id": "filtered_base", "kind": "base", "description": "Q3 was asked only of the 276 respondents who knew about pots. 'The interest rate is too low' leads there (30%), but that is 12% of all respondents (about 9% weighted), while 61% of all respondents did not know pots existed (No or Not sure).", "handled_if": "Does not present the rate as the main reason non-users give without saying it is a share of those who knew about pots; re-bases it on all respondents or says that lack of awareness is the bigger barrier."}, {"id": "age_skew", "kind": "skew", "description": "Customers aged 55 or over are 15% of non-users but 31% of respondents; they know about pots more and cite the rate more, so unweighted figures overstate awareness and the rate reason (weighted, awareness falls from 39% to 34%).", "handled_if": "Points out the age skew and weights for it, or says the unweighted figures overstate awareness and the rate reason."}, {"id": "mean_balance", "kind": "average", "description": "The mean amount held elsewhere (£14,513) is pulled up by a few large balances; the median is in the £1,000 to less than £5,000 band and 55% of those reporting an amount hold less than £5,000. Many hold nothing elsewhere.", "handled_if": "Does not size the deposit opportunity by multiplying the mean balance by the number of customers, or says the mean is skewed and uses the median or the distribution instead."}, {"id": "rate_intent", "kind": "stated_intent", "description": "30% say they would be likely to start saving in a pot at 3.85% (17% at the current 3.1%); these are stated intentions about a hypothetical rate.", "handled_if": "Does not present the likely share as a forecast of how many customers would open pots or how much they would deposit, or says stated intentions overstate behaviour."}, {"id": "over_75", "kind": "small_base", "description": "Respondents aged 75 or over (base 20) show 65% holding £20,000 or more elsewhere, against 13% overall.", "handled_if": "Not reported as a finding to act on, or reported only with a clear warning that the base is too small to rely on."}, {"id": "nonresponse", "kind": "nonresponse", "description": "Only 700 of 11,600 invited customers completed (about 6%); those who respond to an email about savings may be more engaged with saving than those who do not.", "handled_if": "Mentions the low response rate or possible non-response bias as a limitation."}, {"id": "rate_hypothesis", "kind": "hypothesis", "description": "The chief financial officer believes customers don't use pots because the rate is uncompetitive.", "handled_if": "States that the data supports this only in part: the rate is the top reason among those who knew about pots, mostly older customers, but most non-users did not know pots existed, so awareness is the bigger barrier."}, {"id": "rate_age_significance", "kind": "significance", "description": "Among those asked Q3, the rate reason is 10 points higher for 55-74s (38%, base 120) than for 35-54s (27%, base 102), but the difference is not significant at 95%.", "handled_if": "Does not claim a firm difference between 35-54s and 55-74s on the rate reason, or says it is within the margin of error."}], "key_findings": ["Lack of awareness is the biggest barrier: most customers who have never opened a pot did not know pots existed, far more than the share who knew and gave the rate as their reason, even more so after weighting for age", "The rate matters mainly to older customers who already know about pots; it is the top reason only among those who knew, and a small share of all non-users", "Most savings held elsewhere are modest: the median is in the £1,000 to less than £5,000 band, well below the mean, which a few large balances pull up"], "recommendation": "Run the awareness and onboarding push first (in-app prompts and the payday nudge); do not raise the rate for everyone now, but test a higher rate with a controlled experiment, sized on the median and the distribution of balances rather than the mean.", "next_steps": [{"id": "onboarding_test", "kind": "right", "text": "Roll out the in-app prompts and payday set-up nudge as a controlled test against a holdout group, measuring pots opened and balances moved"}, {"id": "rate_experiment", "kind": "right", "text": "Test 3.85% with a randomised group of customers (or a time-limited offer) and measure actual deposits before deciding on a rate rise for everyone"}, {"id": "size_from_distribution", "kind": "right", "text": "Size the deposit opportunity from the distribution or median of balances held elsewhere, weighted to the customer age mix, or from account data such as transfers to other savings providers, not from the mean"}, {"id": "weighting", "kind": "right", "text": "Report and plan on figures weighted to the age mix of all non-users"}, {"id": "over_75_evidence", "kind": "right", "text": "Gather more evidence on customers aged 75 or over (more responses or account data) before acting on their results"}, {"id": "raise_rate_all", "kind": "wrong", "text": "Raise the pots rate to 3.85% for all customers now"}, {"id": "size_from_mean", "kind": "wrong", "text": "Size the deposit opportunity by multiplying the mean balance held elsewhere by the number of customers"}, {"id": "act_on_75", "kind": "wrong", "text": "Build a savings campaign or offer for customers aged 75 or over on the strength of this survey"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "What, if anything, would make you more likely to use savings pots?", "answers": [{"text": "I didn't even know savings pots existed. Can Pennywell explain what they are?", "themes": ["awareness"]}, {"text": "No idea what a pot is, to be honest. A simple explanation in the app would do.", "themes": ["awareness"]}, {"text": "Just tell me about them! First I've heard of savings pots.", "themes": ["awareness"]}, {"text": "nobody has ever mentioned pots to me so a quick explainer in the app would help", "themes": ["awareness"]}, {"text": "Being told they exist, for a start.", "themes": ["awareness"]}, {"text": "Wasn't aware of them at all. A short walkthrough from Pennywell would be great.", "themes": ["awareness"]}, {"text": "pots? first I'm hearing of it. explain pls", "themes": ["awareness"]}, {"text": "Send me an email explaining what savings pots are and how they work. I've banked with you for two years and never heard of them.", "themes": ["awareness"]}, {"text": "Never knew this was a feature. More information please.", "themes": ["awareness"]}, {"text": "If Pennywell had said what a pot was when I joined, I might have looked into it by now.", "themes": ["awareness"]}, {"text": "Honestly I thought the app only did a current account. Didn't realise there were pots. A quick guide would be lovely.", "themes": ["awareness"]}, {"text": "A notification explaining pots, because I genuinely haven't got a clue what they are.", "themes": ["awareness"]}, {"text": "Explain them to me like I'm five. Never heard of savings pots.", "themes": ["awareness"]}, {"text": "Hadn't a clue these existed. Tell me more!", "themes": ["awareness"]}, {"text": "Some kind of pop-up when I open the app saying 'did you know about savings pots?' with a proper explanation of how they work.", "themes": ["awareness"]}, {"text": "Knowing what they are. Nobody's told me.", "themes": ["awareness"]}, {"text": "Learning that they exist would be a start, then a clear explanation of how they work.", "themes": ["awareness"]}, {"text": "I only found out about pots from this survey. Pennywell should be telling customers about them.", "themes": ["awareness"]}, {"text": "Can't say, as I don't know what a savings pot is. Please explain.", "themes": ["awareness"]}, {"text": "Tell us more about what pots actually are, I've never seen them mentioned anywhere.", "themes": ["awareness"]}, {"text": "Where did these come from? I've never seen anything about pots. Someone explain what they do.", "themes": ["awareness"]}, {"text": "A short video showing what a pot is and how it works.", "themes": ["awareness"]}, {"text": "Didn't know about them. Would have been nice if Pennywell had mentioned it when I signed up.", "themes": ["awareness"]}, {"text": "an explanation. i dont know what they are", "themes": ["awareness"]}, {"text": "Pennywell haven't told me anything about pots, so I'd like them to explain the basics.", "themes": ["awareness"]}, {"text": "Wow, I had no idea. Can someone at Pennywell walk me through what a savings pot is?", "themes": ["awareness"]}, {"text": "Hearing about them from Pennywell in the first place. Zero communication so far.", "themes": ["awareness"]}, {"text": "What even is a pot? Genuinely asking. Would like it explained in plain English.", "themes": ["awareness"]}, {"text": "Oh I've not heard of these! A little tour of the feature in the app would help.", "themes": ["awareness"]}, {"text": "Email me. Tell me what pots are. That's all it would take.", "themes": ["awareness"]}, {"text": "Awareness, really. I've been using Pennywell since 2022 and nobody has ever said anything about pots.", "themes": ["awareness"]}, {"text": "Short and simple explanation of what they are, because right now I'm clueless.", "themes": ["awareness"]}, {"text": "My guess is lots of customers don't know about pots either. Tell us what they are!", "themes": ["awareness"]}, {"text": "Not sure what you mean by savings pots. Could Pennywell explain?", "themes": ["awareness"]}, {"text": "Just a clear message from Pennywell telling me what a pot is and how it works.", "themes": ["awareness"]}, {"text": "Probably a bit of explanation. I don't understand what pots are as nobody ever told me.", "themes": ["awareness"]}, {"text": "Seeing them advertised in the app. I had no idea they were there.", "themes": ["awareness"]}, {"text": "Is that a thing? Never heard of it. Please tell me what it is.", "themes": ["awareness"]}, {"text": "Pennywell telling me about them, in words I can understand without a finance degree.", "themes": ["awareness"]}, {"text": "I'd want someone to explain what they are first. This is news to me.", "themes": ["awareness"]}, {"text": "Didn't know they existed until reading this question, so an intro from Pennywell would be great.", "themes": ["awareness"]}, {"text": "Let me know what they are! Haven't been told anything.", "themes": ["awareness"]}, {"text": "A walkthrough on first opening the app would have told me about pots. I missed it, or it never happened.", "themes": ["awareness"]}, {"text": "tell me what they are and how they work, never heard of them before", "themes": ["awareness"]}, {"text": "I had never heard the term 'savings pot' before today. Please explain it to me.", "themes": ["awareness"]}, {"text": "Some info! I literally don't know what I'm being asked about.", "themes": ["awareness"]}, {"text": "Bit embarrassed to say I don't know what pots are. Could Pennywell send a simple explainer?", "themes": ["awareness"]}, {"text": "A message in my inbox explaining pots would do it. Nobody's ever mentioned them.", "themes": ["awareness"]}, {"text": "Clearer communication about what pots are. I've never been told about them.", "themes": ["awareness"]}, {"text": "If somebody just explained what they are and how they work, I'd be keen to find out more.", "themes": ["awareness"]}, {"text": "Frankly I'm unaware of this feature. Is there a guide somewhere?", "themes": ["awareness"]}, {"text": "Not been told about them before, so I'd appreciate a proper explanation from Pennywell.", "themes": ["awareness"]}, {"text": "Show me. I don't know what a pot looks like in the app or what it does.", "themes": ["awareness"]}, {"text": "As far as I knew, there were no pots. Tell me what they are!", "themes": ["awareness"]}, {"text": "Information on what they are and how they work, since I've never heard of them.", "themes": ["awareness"]}, {"text": "Explaining them better. I only just learned they exist.", "themes": ["awareness"]}, {"text": "Someone from Pennywell explaining what pots are, maybe in a quick chat message. I'm totally in the dark.", "themes": ["awareness"]}, {"text": "Wait, there are savings pots? Nobody told me! Please explain.", "themes": ["awareness"]}, {"text": "I have no clue what they are, so I'd need Pennywell to tell me about them first.", "themes": ["awareness"]}, {"text": "A leaflet, email, anything. Just tell me what savings pots are!", "themes": ["awareness"]}, {"text": "Never heard of 'em. Fill me in please.", "themes": ["awareness"]}, {"text": "Pennywell should send new customers a message about pots. I've had the app eight months and only now know they exist.", "themes": ["awareness"]}, {"text": "Maybe a little banner on the home screen explaining what pots are. I've never come across them.", "themes": ["awareness"]}, {"text": "Explain what they are. That's it, really.", "themes": ["awareness"]}, {"text": "Unaware they existed. A few lines on how they work would help.", "themes": ["awareness"]}, {"text": "This is the first time I've heard of pots. What are they, and how do they work?", "themes": ["awareness"]}, {"text": "Tell me they exist! Seriously, I had no idea.", "themes": ["awareness"]}, {"text": "If you'd explained pots when I opened my account, I'd probably know all about them by now.", "themes": ["awareness"]}, {"text": "a proper explanation of what pots are, cos i've never been told", "themes": ["awareness"]}, {"text": "Telling me what they are would be a good start, as I haven't a clue.", "themes": ["awareness"]}, {"text": "I need to know what a savings pot actually is. Hasn't been explained to me anywhere.", "themes": ["awareness"]}, {"text": "Never even seen the word pots in the app. Could you explain what they are?", "themes": ["awareness"]}, {"text": "Just a heads-up that they exist and a simple how-to. Nobody has told me a thing.", "themes": ["awareness"]}, {"text": "I'm not sure what pots are, so I'd like a basic explanation from Pennywell.", "themes": ["awareness"]}, {"text": "More awareness. I only found out about them just now and I've been a customer for ages.", "themes": ["awareness"]}, {"text": "An in-app guide explaining pots step by step. I didn't know about them until today.", "themes": ["awareness"]}, {"text": "Tell me what they are, please. This is all new to me.", "themes": ["awareness"]}, {"text": "Hadn't heard of savings pots before. A friendly explanation from Pennywell would go a long way.", "themes": ["awareness"]}, {"text": "Explaining what pots are in an email or push notification. I've genuinely never heard of them.", "themes": ["awareness"]}, {"text": "Would help if I knew what they were! Nobody at Pennywell has ever mentioned them.", "themes": ["awareness"]}, {"text": "Didn't realise Pennywell had pots. Is there a simple guide to what they are?", "themes": ["awareness"]}, {"text": "Letting customers know they exist, because I'm sure I'm not the only one who had no idea.", "themes": ["awareness"]}, {"text": "Me and my partner both bank with Pennywell and neither of us knew about pots. Please explain them to us.", "themes": ["awareness"]}, {"text": "I'd like to understand what a pot is. Never been told, never seen it explained.", "themes": ["awareness"]}, {"text": "Quick tutorial. I've no idea what pots are.", "themes": ["awareness"]}, {"text": "Is it a separate account or part of my main one? I don't know because nobody has explained pots to me.", "themes": ["awareness"]}, {"text": "Some sort of introduction to pots from Pennywell, as I didn't know they were a thing.", "themes": ["awareness"]}, {"text": "Telling me about them. I'm clueless.", "themes": ["awareness"]}, {"text": "Better onboarding that mentions pots. I only learned they exist today.", "themes": ["awareness"]}, {"text": "Would be good to know what they are before I can even think about using one. Please explain.", "themes": ["awareness"]}, {"text": "pennywell could just tell me what savings pots are lol, never heard of them", "themes": ["awareness"]}, {"text": "Someone explaining the concept. I have no idea what pots are or how they work.", "themes": ["awareness"]}, {"text": "Not heard of them, so I'd need an explanation first. A short FAQ would be fine.", "themes": ["awareness"]}, {"text": "A simple email titled 'what are savings pots?' would have done the trick. I didn't know about them.", "themes": ["awareness"]}, {"text": "Nobody ever said pots were an option. I'd like Pennywell to explain what they are.", "themes": ["awareness"]}, {"text": "Honestly, just knowing what they are. This is the first I've heard.", "themes": ["awareness"]}, {"text": "If the app explained them properly I'd get it. At the moment I don't even know what a pot is.", "themes": ["awareness"]}, {"text": "Clear info about what they are and how they work. Totally new to me.", "themes": ["awareness"]}, {"text": "Tell me what a savings pot is. I've used the app for a year and never come across one.", "themes": ["awareness"]}, {"text": "Let me know they exist! Maybe a message when I log in, explaining what pots do.", "themes": ["awareness"]}, {"text": "A friendly walkthrough. I didn't know pots were available and don't understand what they are.", "themes": ["awareness"]}, {"text": "I never knew. Why has nobody told me about pots? Please explain them.", "themes": ["awareness"]}, {"text": "Hmm, never heard of pots. An explainer would be useful.", "themes": ["awareness"]}, {"text": "Pennywell should explain what pots are to people like me who have never heard of them.", "themes": ["awareness"]}, {"text": "Explanation of what they are, ideally short, because I had no idea they existed.", "themes": ["awareness"]}, {"text": "Nothing specific, I just don't know what they are. Could you tell me?", "themes": ["awareness"]}, {"text": "I'd like a message from Pennywell outlining what pots are, as I've never been made aware of them.", "themes": ["awareness"]}, {"text": "Awareness! I didn't know there was anything called a savings pot.", "themes": ["awareness"]}, {"text": "Show me what pots are and how they work, I've not heard anything about them.", "themes": ["awareness"]}, {"text": "Someone to tell me what they are, honestly. I'm new to this.", "themes": ["awareness"]}, {"text": "They sound interesting but I didn't know about them until now. Can Pennywell explain how they work?", "themes": ["awareness"]}, {"text": "Just a bit more info about what pots are. I wasn't aware of them.", "themes": ["awareness"]}, {"text": "If Pennywell told me what a pot was in plain language I'd have a look. Never heard of them before this survey.", "themes": ["awareness"]}, {"text": "Tell me more about these pots. No one has ever explained them to me.", "themes": ["awareness"]}, {"text": "Having them explained to me, as I was totally unaware.", "themes": ["awareness"]}, {"text": "I don't know what pots are. A simple guide in the app please.", "themes": ["awareness"]}, {"text": "An intro from Pennywell, like a short message explaining what pots are. First time I've heard about them.", "themes": ["awareness"]}, {"text": "Didn't know anything about savings pots. Please can someone explain?", "themes": ["awareness"]}, {"text": "Nobody told me, so a basic explanation of what a pot is would be great.", "themes": ["awareness"]}, {"text": "Perhaps a tip on the home screen that explains what pots are. They've completely passed me by.", "themes": ["awareness"]}, {"text": "Being made aware they exist. I've only just found out and still don't really know what they are, so an explanation would help.", "themes": ["awareness"]}, {"text": "I'd be grateful for any explanation of pots at all, as I've never heard of them.", "themes": ["awareness"]}, {"text": "A higher rate. What they pay now isn't worth the faff of moving money around.", "themes": ["rate"]}, {"text": "honestly if the interest was actually decent I'd consider it, but what they pay now is pitiful", "themes": ["rate"]}, {"text": "Better interest. I can get over 4% elsewhere so I can't see why I'd bother with Pennywell's pots at the moment.", "themes": ["rate"]}, {"text": "Paying more than they do now. By the time I've set it up and transferred money in, the interest wouldn't even cover a coffee.", "themes": ["rate"]}, {"text": "Rate needs to be competitive. Simple as that.", "themes": ["rate"]}, {"text": "If Pennywell offered something near the top of the best-buy tables, I'd move my spare cash across tomorrow. As it stands the interest is too low to be worth the effort.", "themes": ["rate"]}, {"text": "A rate that beats inflation, for starters. Right now I'd earn pennies on my £2,000 so there's no point.", "themes": ["rate"]}, {"text": "Higher interest pls. Not worth the hassle at the minute", "themes": ["rate"]}, {"text": "Well, I keep about £3k sitting around and the pots would give me roughly £2 a month, which is laughable. Raise the rate to something sensible and I'd be in.", "themes": ["rate"]}, {"text": "More interest! Not going to bother for what they're offering.", "themes": ["rate"]}, {"text": "Matching what other banks pay on instant access. Until then I can't be bothered, the return is just too small to matter.", "themes": ["rate"]}, {"text": "I'd use them if the rate wasn't so rubbish. Why lock away effort for next to nothing in interest?", "themes": ["rate"]}, {"text": "A rate of at least 4% or so. Anything less isn't worth the effort, thanks.", "themes": ["rate"]}, {"text": "Interest rate that's actually worth having. I've looked at the pots and the return is so low it isn't worth opening one.", "themes": ["rate"]}, {"text": "Pay a proper rate and I'd happily try it. At the moment the interest is so slight that it feels pointless.", "themes": ["rate"]}, {"text": "if the rate went up a couple of percent I'd think about it, otherwise no", "themes": ["rate"]}, {"text": "Better returns. I worked out what I'd earn on my savings with Pennywell and it was frankly insulting, so I've not bothered.", "themes": ["rate"]}, {"text": "Competitive interest, like the other app banks offer. Mine's currently earning nothing much and the pots wouldn't change that enough.", "themes": ["rate"]}, {"text": "A noticeably higher AER. Otherwise it's too much of a bother for pennies.", "themes": ["rate"]}, {"text": "Honestly just a better rate. I'm not going to set up a pot to earn an extra £4 a year, it's not worth my time.", "themes": ["rate"]}, {"text": "Increasing the interest to something that makes it worth doing. I've got a few hundred spare each month but the current rate doesn't tempt me.", "themes": ["rate"]}, {"text": "Rate. It's too low.", "themes": ["rate"]}, {"text": "I'd be more tempted if the interest on pots were closer to what building societies pay. As things stand it's barely worth the bother.", "themes": ["rate"]}, {"text": "Something like 5% would do it. The current rate is a joke and I can't see the point in moving money for so little back.", "themes": ["rate"]}, {"text": "If they bumped the rate up so it's actualy worth the effort, I'd give it a go. Right now it just isn't.", "themes": ["rate"]}, {"text": "Pay me more interest. I'm not fussed about fancy features, but earning peanuts means I can't be bothered with pots.", "themes": ["rate"]}, {"text": "Nothing really. My savings are with Nationwide and have been for twenty years, so I can't see myself moving them.", "themes": ["elsewhere"]}, {"text": "i keep my savings with my building society, always have. Pennywell is just for day to day spending for me", "themes": ["elsewhere"]}, {"text": "Not much. I trust Halifax with my savings more than an app, and I've no reason to change.", "themes": ["elsewhere"]}, {"text": "Honestly nothing. Savings stay where they are.", "themes": ["elsewhere"]}, {"text": "My money has sat in the same Yorkshire Building Society account since I was a teenager. Habit, mostly, and I trust them. I just don't see why I'd shift it to a pot here.", "themes": ["elsewhere"]}, {"text": "Probably nothing, as I already have my savings with Barclays and I'm happy leaving them there.", "themes": ["elsewhere"]}, {"text": "I'm not moving my savings. They're with my old bank and I feel safer that way.", "themes": ["elsewhere"]}, {"text": "Nothing. Already got savings elsewhere and can't be bothered to switch.", "themes": ["elsewhere"]}, {"text": "Can't think of anything tbh, my savings are with Lloyds and I've never felt the need to move them out.", "themes": ["elsewhere"]}, {"text": "I use Pennywell for bills and shopping only. My nest egg is with the Co-op, where my parents banked too, and that familiarity matters to me. No reason to change that.", "themes": ["elsewhere"]}, {"text": "Nothing would, I'm afraid. Loyal to my building society.", "themes": ["elsewhere"]}, {"text": "Nothing really, I've always saved with Santander and it just feels more trustworthy to me than an app-only bank.", "themes": ["elsewhere"]}, {"text": "No reason to move my savings from the Skipton, I know them and I trust them. So nothing.", "themes": ["elsewhere"]}, {"text": "I already have a savings account with my high street bank, set up years ago, and I see no point moving it across.", "themes": ["elsewhere"]}, {"text": "Not sure anything would. My savings are with Nationwide, and old habits die hard!", "themes": ["elsewhere"]}, {"text": "Honestly I just stick with what I know. HSBC has had my savings for decades and I'm not about to move them.", "themes": ["elsewhere"]}, {"text": "Nothing, they're with another bank and staying there.", "themes": ["elsewhere"]}, {"text": "To be honest I don't think about it much. My savings live at my building society, always have done, and Pennywell is just my everyday account. Can't see that changing.", "themes": ["elsewhere"]}, {"text": "my savings are already with Lloyds and I trust them more. wouldnt move them", "themes": ["elsewhere"]}, {"text": "Nothing. I like keeping my savings separate from my app bank, and they're safe with my building society.", "themes": ["elsewhere"]}, {"text": "I've had savings with the Leeds for years and I'm comfortable there. Wouldn't see the point in moving.", "themes": ["elsewhere"]}, {"text": "Nowt really. Savings are with the Post Office bank and I trust it, so they're staying put.", "themes": ["elsewhere"]}, {"text": "Knowing I could get my money out instantly, with no delays.", "themes": ["access"]}, {"text": "proof that withdrawals are actually instant. I've been caught out before waiting days for a transfer to land, and I can't risk that when the boiler packs in.", "themes": ["access"]}, {"text": "Reassurance on how fast money moves back to my main account.", "themes": ["access"]}, {"text": "Not sure I'd be able to get at it quick enough in an emergency", "themes": ["access"]}, {"text": "If I could see a clear guarantee, like 'money back in your account within 60 seconds', I'd feel a lot happier about it.", "themes": ["access"]}, {"text": "Worry it'd take ages to withdraw. I need the cash there when rent's due on the 1st.", "themes": ["access"]}, {"text": "Honestly I just don't trust that I could grab my cash straight away if my card got declined at the petrol station. Show me it's instant and I'd think about it.", "themes": ["access"]}, {"text": "Being told exactly how long a withdrawal takes, in plain English, before I put anything in.", "themes": ["access"]}, {"text": "id want to know theres no hold-ups when taking money out, even at weekends", "themes": ["access"]}, {"text": "A trial run maybe? Let me move a tenner in and out to prove it comes straight back.", "themes": ["access"]}, {"text": "Instant access, yes, but I'd still fret about the app glitching or a transfer sitting on 'pending' when I urgently need the money.", "themes": ["access"]}, {"text": "Knowing I can get to my money at 2am on a Sunday if I have to.", "themes": ["access"]}, {"text": "Being sure it'd be back in my current account within seconds.", "themes": ["access"]}, {"text": "My worry is getting stuck waiting for my own money. Another bank once took three working days to move my savings, so I'd need to see it work immediately.", "themes": ["access"]}, {"text": "Can't get the money out fast = no thanks.", "themes": ["access"]}, {"text": "Make them easier to find in the app", "themes": ["app"]}, {"text": "didn't even know where to look. They must be buried in a menu somewhere", "themes": ["app"]}, {"text": "Home screen button would help. I've scrolled through every tab and still can't see where you'd open one.", "themes": ["app"]}, {"text": "Simpler setup. When I tapped to create one there were too many steps and I wasn't sure what half the options meant, so I gave up.", "themes": ["app"]}, {"text": "Where are they in the app? I've looked and can't find them.", "themes": ["app"]}, {"text": "Pots tab shouldn't be hidden under 'More', I'd probably have a go if it was obvious", "themes": ["app"]}, {"text": "Walk me through it. The set-up screen looked confusing so I closed the app and never went back.", "themes": ["app"]}, {"text": "Clearer wording on the setup screens, I couldn't tell whether I was making a new account or just moving money around.", "themes": ["app"]}, {"text": "Put them on the main screen instead of making me hunt through settings. I spent ten minutes looking last time and quit.", "themes": ["app"]}, {"text": "Fewer steps to get started, it looked really fiddly", "themes": ["app"]}, {"text": "Two years with Pennywell and I still can't work out where pots live in the app. A proper shortcut would help.", "themes": ["app"]}, {"text": "Step-by-step guide inside the app when creating one. I got to the second screen, got muddled about naming it and choosing which account to take money from, and bailed.", "themes": ["app"]}, {"text": "less menus pls, cant find them", "themes": ["app"]}, {"text": "Too many boxes to fill in on the setup page and I wasn't sure which ones were optional. Faffy.", "themes": ["app"]}, {"text": "Search bar or something. I looked for pots on my phone and nothing in the layout pointed me to them.", "themes": ["app"]}, {"text": "If opening one took a single tap rather than what looked like a five-screen process, I'd do it.", "themes": ["app"]}, {"text": "Showing them on the accounts page next to my current balance, not tucked away where I can't find them.", "themes": ["app"]}, {"text": "The icon for pots is unclear, I kept tapping the wrong thing. Better labelling would sort it.", "themes": ["app"]}, {"text": "I started setting one up on the train, couldn't work out how to choose the amount to move in, and abandoned it.", "themes": ["app"]}, {"text": "Not sure how to even start one, the app doesn't make it obvious.", "themes": ["app"]}, {"text": "Just a big obvious 'create a pot' button. At the moment I'd need a map.", "themes": ["app"]}, {"text": "Simplify the process; the screens felt overcomplicated and I didn't want to accidentally do something wrong while setting it up.", "themes": ["app"]}, {"text": "Nothing really. I've got no spare money to put away at the moment.", "themes": []}, {"text": "Nothing, sorry. By the time rent and bills go out there's nothing left to save.", "themes": []}, {"text": "not interested in saving this way, so nothing would change my mind", "themes": []}, {"text": "Honestly nothing. I'm living payday to payday right now and have zero left over.", "themes": []}, {"text": "No, nothing. I just don't have anything extra each month at the moment.", "themes": []}, {"text": "Can't think of anything. Saving isn't something I'm interested in doing through an app.", "themes": []}, {"text": "Nothing would, I'm skint until at least next year.", "themes": []}, {"text": "I'm just not bothered about saving in pots. Nothing would change that for me.", "themes": []}, {"text": "Money's too tight with the childcare costs, so there's nothing to put aside. Nothing would make me use them.", "themes": []}, {"text": "Nothing. I don't have spare cash and that's all there is to it.", "themes": []}, {"text": "Being honest, I'm not into saving this way and I doubt anything would change that.", "themes": []}, {"text": "There's nothing that would, as I've got no money left at the end of the month to save.", "themes": []}, {"text": "Nowt. Can barely cover my bills at the moment, never mind save.", "themes": []}, {"text": "I'm a student with a part-time job and a big overdraft, so there's no spare money. Nothing would change that.", "themes": []}, {"text": "Nothing, I'm just not a saver and have no interest in starting.", "themes": []}, {"text": "nothing really, no spare cash at the moment", "themes": []}, {"text": "Until my finances improve there's nothing that would make me use them, because I've got nothing left over each month.", "themes": []}, {"text": "I've never been interested in putting money aside like that, so I can't think of anything that would change my mind.", "themes": []}, {"text": "No idea, probably nothing. After the mortgage and the energy bill I've got nothing spare to save.", "themes": []}, {"text": "Nothing would. I'd rather just keep my money in my main account and I'm not interested in saving it separately.", "themes": []}, {"text": "Not a thing. I've been out of work since March and have nothing spare.", "themes": []}, {"text": "Don't think anything would, I'm not really into saving.", "themes": []}, {"text": "Nothing at all. Every pound is already spoken for each month.", "themes": []}, {"text": "I simply have no interest in savings pots, and nothing would change that.", "themes": []}, {"text": "Nothing would make me, as I haven't got any spare money at present. Maybe one day, but not now.", "themes": []}, {"text": "Honestly, nothing. Saving just isn't something I'm into.", "themes": []}, {"text": "We're a one-income household with two kids and nothing is left at month end. So nothing would make me use them.", "themes": []}, {"text": "nothing. i dont have any extra money to save right now", "themes": []}, {"text": "Can't see anything changing it, I'm not interested in saving up this way.", "themes": []}, {"text": "Nothing, I'm afraid. I'm on minimum wage and there's no money left over after the essentials.", "themes": []}, {"text": "No. I'm not a person who saves, and nothing would make me one.", "themes": []}, {"text": "Nothing would at the moment, as I've got no money spare. Everything goes on rent, travel and food.", "themes": []}, {"text": "I just don't want to save money in this way. Nothing would persuade me.", "themes": []}, {"text": "Right now there's nothing. My wages are gone within days of landing.", "themes": []}, {"text": "Nothing springs to mind, I've got no interest in it.", "themes": []}, {"text": "There's nothing that would make a difference as I haven't got any spare cash. It's a case of getting through the month.", "themes": []}, {"text": "Not sure anything would. Saving this way just doesn't appeal to me.", "themes": []}, {"text": "Nothing. Between my car loan and the cost of living, I've nothing to spare for savings.", "themes": []}, {"text": "I'm retired on a small pension and spend all of it, so there's nothing I could put in. Nothing would change that.", "themes": []}, {"text": "No interest whatsoever, so nothing really.", "themes": []}, {"text": "Nothing would change it for me, I'm broke until I'm paid off this debt.", "themes": []}, {"text": "I've just never been into the idea of saving this way. Nothing would make me.", "themes": []}, {"text": "nothing, theres no spare money in my account to put anywhere", "themes": []}, {"text": "Honestly there's nothing. I've got nothing left to save after paying for everything each month.", "themes": []}, {"text": "Can't say anything would. I'm happy just spending what I earn and have no wish to save it.", "themes": []}, {"text": "Nothing at the minute, as I'm between jobs and watching every penny.", "themes": []}, {"text": "I'm not interested in savings pots and I don't think anything would change my mind.", "themes": []}, {"text": "Nothing. Any money I do have goes straight on food and the gas bill, so there's none to save.", "themes": []}, {"text": "Nope, nothing. I don't save and don't want to.", "themes": []}, {"text": "Nothing would, really. I'm not in a position to save anything at the moment, with my hours being cut.", "themes": []}, {"text": "Nothing at all, I'm just not interested in this kind of thing.", "themes": []}, {"text": "I can't think of anything, because there's no spare money at the end of the month for me to save.", "themes": []}, {"text": "Nothing, I'm afraid. Since my rent went up I've had nothing left over.", "themes": []}, {"text": "No, nothing would. I just prefer not to save this way.", "themes": []}, {"text": "Nothing right now. I'm on statutory sick pay and have nothing spare.", "themes": []}, {"text": "Honestly I can't think of anything, saving money in pots just isn't for me.", "themes": []}, {"text": "Nothing would make me, I'm struggling to make ends meet as it is.", "themes": []}, {"text": "nothing really. not interested in saving at all, to be honest", "themes": []}, {"text": "Never knew pots existed until now. Tell me properly how they work, and put the rate up, because the current one isn't worth the faff.", "themes": ["awareness", "rate"]}, {"text": "no one at pennywell ever explained what pots are. a better interest rate would help too, as what they pay now isn't worth bothering with", "themes": ["awareness", "rate"]}, {"text": "Didn't realise savings pots were a thing. A clear explainer in the app plus a rate that's actually worth the effort would get me using them.", "themes": ["awareness", "rate"]}, {"text": "Honestly, this is the first I've heard of them. Explain how they work and offer a higher rate, because the interest on offer isn't worth the bother.", "themes": ["awareness", "rate"]}, {"text": "I had no idea pots existed. Send me a notification explaining them, and improve the interest, as the rate now is hardly worth it.", "themes": ["awareness", "rate"]}, {"text": "Explain them to me! Nobody ever told me what a pot is or how it works. And a rate that wasn't so poor would make it worth opening one.", "themes": ["awareness", "rate"]}, {"text": "Been with Pennywell about three years and only just learned pots exist. A short how-to guide would help, and so would a better rate, as 'not worth the bother' sums up the current one.", "themes": ["awareness", "rate"]}, {"text": "Wasnt aware of them at all. Please tell customers what pots are and how they work, then raise the interest because the current rate just isnt worth it.", "themes": ["awareness", "rate"]}, {"text": "Pots? Never heard of them. A simple walkthrough in the app and a more competitive rate would do it, since what's paid now isn't worth the effort.", "themes": ["awareness", "rate"]}, {"text": "Nobody explained pots when I signed up, so I didn't know they existed. Tell me how they work and give me a rate worth having, because the present one isn't worth the hassle.", "themes": ["awareness", "rate"]}, {"text": "Better rate, and actually tell people about them. I only found out pots existed today, and from the rate I've seen they're not worth the bother.", "themes": ["awareness", "rate"]}, {"text": "Totally unaware these existed until this survey. If Pennywell explained how pots work and lifted the interest above the current rate, which isn't worth the bother, I'd think about it.", "themes": ["awareness", "rate"]}, {"text": "Just a proper explanation of what pots are, really, as I didn't know about them. Plus a higher rate, because the one they pay now wouldn't be worth my time.", "themes": ["awareness", "rate"]}, {"text": "I genuinely thought Pennywell only had the one account. Nobody mentioned pots. Explain how they work and make the interest better, as the current rate isn't worth bothering with.", "themes": ["awareness", "rate"]}, {"text": "first time ive heard of savings pots. would want pennywell to explain them clearly and pay a better rate, cos the current interest isnt worth the bother", "themes": ["awareness", "rate"]}, {"text": "Hadn't a clue they existed. Tell me what they are and how they work, and increase the interest, because at the current rate I wouldn't bother.", "themes": ["awareness", "rate"]}, {"text": "Nobody has ever told me what pots are or how they work. Sort out an explanation in the app and a better rate; the interest at the moment is too low to be worth the bother.", "themes": ["awareness", "rate"]}, {"text": "Didn't know about pots until reading this question. More information on how they work would be good, and a rate that's actually worth moving money for, which the current one isn't.", "themes": ["awareness", "rate"]}, {"text": "An explanation would be a start, as I'd never heard of pots. After that, a decent interest rate, because what they pay now isn't worth the bother of setting one up.", "themes": ["awareness", "rate"]}, {"text": "Learnt about pots only today. Pennywell should have told me ages ago, with a clear guide on how they work. Raise the rate too; it's too low to be worth it at the minute.", "themes": ["awareness", "rate"]}, {"text": "Me? I'd need to know what a pot is first, as nobody's ever explained it. Then a better interest rate, because the current one's not worth the bother.", "themes": ["awareness", "rate"]}, {"text": "Unaware they were even an option. Give me a straightforward explanation of how pots work and a rate that beats the current one, which just isn't worth the bother.", "themes": ["awareness", "rate"]}, {"text": "Never knew pots existed. Explain them properly, and put them somewhere I can actually find in the app.", "themes": ["awareness", "app"]}, {"text": "Nobody told me what pots are. A short guide in the app would help, because I can't see where to set one up.", "themes": ["awareness", "app"]}, {"text": "honestly didnt know pots were a thing until this survey. tell us about them and make them easier to find in the app", "themes": ["awareness", "app"]}, {"text": "Tell me what they are! Only just found out they exist, and the menus make finding them a faff.", "themes": ["awareness", "app"]}, {"text": "I had no clue Pennywell even offered savings pots. A simple explainer would help, as nothing in the app points me to them.", "themes": ["awareness", "app"]}, {"text": "Heard of them for the first time today. Setting one up looks fiddly from what I can see, so a step-by-step walkthrough from Pennywell would help.", "themes": ["awareness", "app"]}, {"text": "Pots? Never been told what they are. Send an email explaining how they work, and stop hiding them in the app.", "themes": ["awareness", "app"]}, {"text": "Until now I assumed Pennywell only had my current account. Please explain pots to new customers, because I've looked around the app and can't see where they live.", "themes": ["awareness", "app"]}, {"text": "no one ever explained what a pot is or how it works. the setup screens look confusing so a quick tutorial would be good", "themes": ["awareness", "app"]}, {"text": "Didn't realise they existed. A clear explanation on the home screen would help, as I'd never have found them by tapping around.", "themes": ["awareness", "app"]}, {"text": "Pennywell never mentioned pots when I signed up, so I had no idea. Explain how they work, and make the set-up less confusing.", "themes": ["awareness", "app"]}, {"text": "I only learned about pots just now. Some kind of intro message would help, as I couldn't find them anywhere in the app.", "themes": ["awareness", "app"]}, {"text": "Never knew these existed. Make them easy to find and explain in plain English what a pot actually is.", "themes": ["awareness", "app"]}, {"text": "Wasn't aware of pots at all, and when I had a quick look the set-up seemed fiddly. A short video explaining it would help.", "themes": ["awareness", "app"]}, {"text": "Nobody at Pennywell has ever told me what savings pots are. I'd want a proper explanation, and a clear button in the app rather than burying them in menus.", "themes": ["awareness", "app"]}, {"text": "tbh i didnt know about pots till now. would need pennywell to explain them and show me where in the app to start, cant find anything", "themes": ["awareness", "app"]}, {"text": "Explain what they are, please. I've been with Pennywell for two years and never heard of pots, and the app doesn't make them obvious.", "themes": ["awareness", "app"]}, {"text": "I didn't know pots existed, so a notification explaining them would have helped. Even now, the way to open one looks confusing and hard to find.", "themes": ["awareness", "app"]}, {"text": "Not aware of them until this survey. Pennywell should tell customers what pots do and simplify the setup, which looks like too many steps.", "themes": ["awareness", "app"]}, {"text": "Had no idea. Please send a how-to guide, since pots seem buried in the app and I wouldn't know where to tap.", "themes": ["awareness", "app"]}, {"text": "Just never been told about pots. A plain explanation of how they work would be great, along with a more obvious place in the app to create one.", "themes": ["awareness", "app"]}, {"text": "First I've heard of savings pots! Pennywell needs to explain them better and put them front and centre, because I'd never have found them myself.", "themes": ["awareness", "app"]}, {"text": "A higher rate. Mine are with Nationwide and the Pennywell pot rate isn't worth the faff of moving anything.", "themes": ["rate", "elsewhere"]}, {"text": "Honestly if the rate was properly competitive I'd think about it, but my savings have been with Yorkshire Building Society for years and what pots pay now doesn't justify switching.", "themes": ["rate", "elsewhere"]}, {"text": "Better interest, simple as. At the moment it's not worth the hassle when my money's already sat with Halifax.", "themes": ["rate", "elsewhere"]}, {"text": "rate would need to beat what i get at santander by a decent margin. as it is, not bothered, my savings are staying put", "themes": ["rate", "elsewhere"]}, {"text": "Pots pay too little to bother with. I've kept my savings at Barclays since uni and I trust them, so I'd need a much better rate to move.", "themes": ["rate", "elsewhere"]}, {"text": "Raise the rate or I'm staying with Nationwide.", "themes": ["rate", "elsewhere"]}, {"text": "Pay more interest. Why would I shift my savings from Lloyds for what you currently offer?", "themes": ["rate", "elsewhere"]}, {"text": "Just a better rate really. I've always saved with the Coventry and the pot rate isn't worth the bother of changing that.", "themes": ["rate", "elsewhere"]}, {"text": "Id need a beter rate before I'd even look. I cant see the point of moving my savings from HSBC for what pots pay now.", "themes": ["rate", "elsewhere"]}, {"text": "If the pots rate was up near the best on the market I'd consider it. Right now it's not worth the bother, and my savings are happily with First Direct.", "themes": ["rate", "elsewhere"]}, {"text": "Bigger interest. I just leave my savings at Leeds Building Society out of habit, and Pennywell's rate gives me no reason to move them.", "themes": ["rate", "elsewhere"]}, {"text": "Nothing at the moment, unless the rate went up a lot. Savings are with Santander out of habit and the pot rate is too small to make me bother.", "themes": ["rate", "elsewhere"]}, {"text": "Maybe a full percentage point more than I'm getting at Nationwide. Otherwise I can't be bothered moving my savings.", "themes": ["rate", "elsewhere"]}, {"text": "I trust my old bank with my savings and the pots rate is pretty meh. Pay more interest and I'd think again.", "themes": ["rate", "elsewhere"]}, {"text": "Been with the Principality for twenty years, so I'd only move savings for a seriously better rate, not the pittance pots pay.", "themes": ["rate", "elsewhere"]}, {"text": "More interest, please. Currently it's not worth the effort when my savings sit happily at Halifax.", "themes": ["rate", "elsewhere"]}, {"text": "Rate. Mine are in a Skipton account my dad set up years ago, and the Pennywell rate isn't enough to tempt me away.", "themes": ["rate", "elsewhere"]}, {"text": "Higher interest than my building society pays, which pots currently don't. No point moving savings I'm happy with elsewhere for less.", "themes": ["rate", "elsewhere"]}, {"text": "Unless pots paid clearly more than my NatWest saver, I won't bother. It's where my savings have always been.", "themes": ["rate", "elsewhere"]}, {"text": "A much better rate. Until then my savings stay where they are, with the bank I've used since I was a kid.", "themes": ["rate", "elsewhere"]}]}}, {"id": "sv-004", "title": "Why Quaymark's customer score fell", "brief": {"product": "Quaymark, a UK online freight-booking platform for small and mid-sized shippers: businesses book pallet and parcel collections with partner hauliers, get a price in a couple of minutes and track shipments online.", "context": "In March 2026 Quaymark replaced its monthly subscription (from £25 a month for the smallest accounts) with a booking fee of £3.50 a shipment, reduced for accounts booking 100 or more a month. Quaymark surveys customers each quarter; the Q1 2026 wave, run by phone by account managers, gave a recommend score (NPS) of +24. Since the fee change, support complaints have doubled. The Q3 2026 wave will be online, emailed to every active account.", "decision": "Whether to reverse the per-shipment fee and bring back the subscription, invest in shipment tracking and proactive delay alerts, or add account managers for mid-sized customers.", "objectives": [{"id": "O1", "text": "How likely customers are to recommend Quaymark now, by account size, and how this compares with the Q1 2026 wave"}, {"id": "O2", "text": "What lies behind customers' scores, good and bad"}, {"id": "O3", "text": "How customers see the per-shipment fee compared with the subscription"}, {"id": "O4", "text": "Which improvements (tracking, delay alerts, account management) matter most, and to which customers"}], "target": "The main booking contact at each UK business account that has booked at least one shipment through Quaymark in the last three months", "constraints": {"max_questions": 10, "max_minutes": 6.0, "sample_size": 520, "channel": "email invitation to the main booking contact of each of the 4,720 active accounts (Quaymark serves only UK businesses), from the customer database; online questionnaire"}, "stakeholder": "The commercial director is sure the new per-shipment fee is what is hurting customer loyalty, and wants the survey to show that customers want the subscription back.", "precision": "The board wants the share of customers scoring 9-10 for each account size (fewer than 20, 20 to 99, and 100 or more shipments a month) to within plus or minus 5 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 5 points at 95% needs about 385 completes per size band, about 1,155 in all, against about 520 available; a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Has your business booked at least one shipment through Quaymark in the last three months?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}, {"id": "S2", "text": "Do you book shipments through Quaymark for your business yourself?", "type": "single", "options": ["Yes", "No"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "On a scale from 0 (not at all likely) to 10 (extremely likely), how likely are you to recommend Quaymark to a business like yours?", "type": "single", "options": ["0 (not at all likely)", "1", "2", "3", "4", "5", "6", "7", "8", "9", "10 (extremely likely)"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Why did you give that score?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "How satisfied or dissatisfied are you with the punctuality of your Quaymark shipments?", "type": "single", "options": ["Very dissatisfied", "Fairly dissatisfied", "Neither satisfied nor dissatisfied", "Fairly satisfied", "Very satisfied", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "How satisfied or dissatisfied are you with being able to see where your Quaymark shipments are?", "type": "single", "options": ["Very dissatisfied", "Fairly dissatisfied", "Neither satisfied nor dissatisfied", "Fairly satisfied", "Very satisfied", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "Since March 2026 Quaymark has charged a fee for each shipment booked instead of a monthly subscription. Overall, compared with the subscription, is the per-shipment fee better or worse for your business, or about the same?", "type": "single", "options": ["Better", "About the same", "Worse", "Don't know", "We did not use Quaymark before March 2026"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "If Quaymark offered a monthly subscription as an alternative to paying per shipment, how likely would you be to choose it?", "type": "single", "options": ["Very unlikely", "Fairly unlikely", "Neither likely nor unlikely", "Fairly likely", "Very likely", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q7", "text": "Which of these, if any, would most improve Quaymark for your business? Select up to two.", "type": "multi", "options": ["Live tracking of each shipment", "Alerts when a collection or delivery is running late", "A named account manager", "Lower booking fees", "Easier claims for damaged goods", "Quicker replies from customer support", "Other", "None of these"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q8", "text": "On average, how many shipments does your business book through Quaymark a month?", "type": "single", "options": ["Fewer than 20", "20 to 99", "100 or more"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O4"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q9", "text": "Does your business send shipments to the Republic of Ireland through Quaymark?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Invite the main booking contact of all 4,720 active accounts by email; at the expected response of about 11% that gives about 520 completes, with no quotas. The board's target of plus or minus 5 points on the share scoring 9-10 in each of the three size bands needs about 385 completes per band, about 1,155 in all, which this sample cannot deliver: the total will be within about plus or minus 4 points, but the bands only within about plus or minus 6 to 9 points, the largest accounts least precisely. We will report the bands with their margins, send reminders and a phone follow-up to larger accounts to lift their numbers, and weight results to the size mix of active accounts. Because the Q1 wave was by phone with account managers and this wave is online, the change in score will be read with that change of method in mind.", "analysis_plan": [{"objective": "O1", "approach": "NPS from Q1, overall and by size band (Q8), unweighted and weighted to the active-account size mix; compare with the Q1 2026 wave within each band, allowing for the change from phone to online."}, {"objective": "O2", "approach": "Code the Q2 reasons into themes and compare them across detractors, passives and promoters; relate Q1 to satisfaction with punctuality (Q3) and tracking (Q4)."}, {"objective": "O3", "approach": "Q5 overall and by size band and score group; Q6 by Q5 answer and size band, read as stated intention."}, {"objective": "O4", "approach": "Q7 by size band and score group, with Q3 and Q4; Ireland shippers (Q9) only if the base allows."}]}, "responses": {"stakeholder_questions": ["The commercial director: 'Our score has dropped 11 points since we brought in the per-shipment fee. Does the survey show customers want the subscription back?'", "The chief executive: 'Can I tell the board that customer loyalty fell by 11 points between Q1 and Q3?'", "The operations director: 'Our Ireland customers look furious. Do we have an Ireland problem?'"], "fielding": "Q3 2026 wave: emailed to the main booking contact of all 4,720 active accounts from 7 to 21 September 2026, with one reminder; 574 started and 521 completed (median 4 minutes 40 seconds). Tables show the 521 completes, unweighted. For comparison, the Q1 2026 wave was run by phone: Quaymark's account managers called 640 of their customers from 12 January to 6 February 2026 and completed 412 interviews with the same recommend question; its table shows those 412 interviews, unweighted. Percentages are of each column's base.", "population": "All 4,720 active accounts (at least one shipment booked in the three months to August 2026), from the customer database: fewer than 20 shipments a month 40%, 20 to 99 a month 42%, 100 or more a month 18%.", "crosstabs": [{"question": "Q1", "title": "Q3 2026 wave (online): How likely are you to recommend Quaymark to a business like yours? Scores grouped", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Ships to Ireland", "Does not ship to Ireland"], "bases": [521, 319, 154, 48, 14, 496], "rows": [["0-6", [23.0, 26.0, 19.5, 14.6, 92.9, 21.2]], ["7-8", [41.1, 42.9, 39.6, 33.3, 7.1, 42.1]], ["9-10", [35.9, 31.0, 40.9, 52.1, 0.0, 36.7]]], "note": "NPS (% scoring 9-10 minus % scoring 0-6): Total +13; Fewer than 20 +5; 20 to 99 +21; 100 or more +38; Ships to Ireland -93; Does not ship to Ireland +16. Shipments a month from Q8; Ireland from Q9."}, {"question": "Q1", "title": "Q1 2026 wave (phone interviews by account managers): How likely are you to recommend Quaymark to a business like yours? Scores grouped", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more"], "bases": [412, 124, 190, 98], "rows": [["0-6", [17.0, 24.2, 15.3, 11.2]], ["7-8", [42.5, 42.7, 43.7, 39.8]], ["9-10", [40.5, 33.1, 41.1, 49.0]]], "note": "NPS (% scoring 9-10 minus % scoring 0-6): Total +24; Fewer than 20 +9; 20 to 99 +26; 100 or more +38. Same question and 0-10 scale, asked by phone; shipments a month from account records."}, {"question": "Q3", "title": "How satisfied or dissatisfied are you with the punctuality of your Quaymark shipments?", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Detractors (0-6)", "Passives (7-8)", "Promoters (9-10)"], "bases": [521, 319, 154, 48, 120, 214, 187], "rows": [["Very dissatisfied", [8.6, 10.3, 5.8, 6.2, 15.8, 8.4, 4.3]], ["Fairly dissatisfied", [13.8, 13.5, 14.3, 14.6, 28.3, 14.5, 3.7]], ["Neither satisfied nor dissatisfied", [23.4, 23.5, 23.4, 22.9, 20.0, 28.0, 20.3]], ["Fairly satisfied", [30.7, 30.1, 33.1, 27.1, 19.2, 28.0, 41.2]], ["Very satisfied", [19.6, 19.1, 19.5, 22.9, 12.5, 18.2, 25.7]], ["Don't know", [3.8, 3.4, 3.9, 6.2, 4.2, 2.8, 4.8]]], "note": ""}, {"question": "Q4", "title": "How satisfied or dissatisfied are you with being able to see where your Quaymark shipments are?", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Detractors (0-6)", "Passives (7-8)", "Promoters (9-10)"], "bases": [521, 319, 154, 48, 120, 214, 187], "rows": [["Very dissatisfied", [13.4, 13.5, 13.0, 14.6, 21.7, 16.4, 4.8]], ["Fairly dissatisfied", [15.2, 16.0, 13.6, 14.6, 26.7, 19.2, 3.2]], ["Neither satisfied nor dissatisfied", [25.7, 27.0, 22.7, 27.1, 26.7, 25.7, 25.1]], ["Fairly satisfied", [25.3, 25.7, 25.3, 22.9, 12.5, 19.6, 40.1]], ["Very satisfied", [15.9, 12.9, 20.8, 20.8, 9.2, 13.6, 23.0]], ["Don't know", [4.4, 5.0, 4.5, 0.0, 3.3, 5.6, 3.7]]], "note": ""}, {"question": "Q5", "title": "Compared with the monthly subscription, is the per-shipment fee better or worse for your business, or about the same?", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Detractors (0-6)", "Passives (7-8)", "Promoters (9-10)"], "bases": [521, 319, 154, 48, 120, 214, 187], "rows": [["Better", [20.0, 15.0, 26.6, 31.2, 17.5, 17.8, 24.1]], ["About the same", [29.9, 23.8, 39.0, 41.7, 25.8, 28.0, 34.8]], ["Worse", [39.0, 49.2, 25.3, 14.6, 47.5, 42.5, 29.4]], ["Don't know", [3.6, 4.7, 0.6, 6.2, 0.8, 5.1, 3.7]], ["We did not use Quaymark before March 2026", [7.5, 7.2, 8.4, 6.2, 8.3, 6.5, 8.0]]], "note": ""}, {"question": "Q6", "title": "If Quaymark offered a monthly subscription as an alternative to paying per shipment, how likely would you be to choose it?", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Better", "About the same", "Worse"], "bases": [521, 319, 154, 48, 104, 156, 203], "rows": [["Very unlikely", [19.4, 19.4, 18.8, 20.8, 23.1, 24.4, 11.3]], ["Fairly unlikely", [17.3, 15.4, 21.4, 16.7, 21.2, 22.4, 9.9]], ["Neither likely nor unlikely", [18.8, 17.6, 22.1, 16.7, 24.0, 22.4, 12.3]], ["Fairly likely", [21.7, 25.1, 14.3, 22.9, 14.4, 10.3, 36.9]], ["Very likely", [17.9, 19.4, 15.6, 14.6, 13.5, 13.5, 24.6]], ["Don't know", [5.0, 3.1, 7.8, 8.3, 3.8, 7.1, 4.9]], ["Net: likely (fairly or very)", [39.5, 44.5, 29.9, 37.5, 27.9, 23.7, 61.6]]], "note": ""}, {"question": "Q7", "title": "Which of these, if any, would most improve Quaymark for your business? (up to two)", "columns": ["Total", "Fewer than 20", "20 to 99", "100 or more", "Detractors (0-6)", "Passives (7-8)", "Promoters (9-10)"], "bases": [521, 319, 154, 48, 120, 214, 187], "rows": [["Live tracking of each shipment", [41.3, 39.8, 40.3, 54.2, 40.0, 46.7, 35.8]], ["Alerts when a collection or delivery is running late", [34.2, 35.1, 35.1, 25.0, 40.0, 33.6, 31.0]], ["A named account manager", [14.2, 11.0, 15.6, 31.2, 12.5, 14.0, 15.5]], ["Lower booking fees", [22.6, 24.8, 19.5, 18.8, 25.0, 25.2, 18.2]], ["Easier claims for damaged goods", [13.6, 14.4, 12.3, 12.5, 15.0, 15.9, 10.2]], ["Quicker replies from customer support", [23.0, 24.1, 22.1, 18.8, 21.7, 24.3, 22.5]], ["Other", [6.1, 6.0, 7.1, 4.2, 5.8, 5.6, 7.0]], ["None of these", [10.7, 10.0, 13.0, 8.3, 5.8, 5.6, 19.8]], ["Net: live tracking or delay alerts", [65.6, 65.8, 63.0, 72.9, 69.2, 69.6, 58.8]]], "note": "Respondents could choose up to two answers, so columns add up to more than 100%."}, {"question": "Q8", "title": "Shipments booked through Quaymark a month", "columns": ["Total"], "bases": [521], "rows": [["Fewer than 20", [61.2]], ["20 to 99", [29.6]], ["100 or more", [9.2]]], "note": ""}, {"question": "Q9", "title": "Sends shipments to the Republic of Ireland through Quaymark", "columns": ["Total"], "bases": [521], "rows": [["Yes", [2.7]], ["No", [95.2]], ["Not sure", [2.1]]], "note": ""}], "open_question": "Q2. Why did you give that score?", "verbatims": [{"respondent": "Q003", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Tracking rarely tells me anything useful, and about one in four of my deliveries arrives late, sometimes by several days. I spend more time chasing than shipping."}, {"respondent": "Q008", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Per-shipment fee costs us more than the old monthly subscription. Simple as that."}, {"respondent": "Q009", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Missed collection slot again, and no alert, nothing in the tracking. Why should I have to ring to find out?"}, {"respondent": "Q013", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "Yes", "score": "5"}, "text": "Can't track anything properly, so I'm constantly chasing."}, {"respondent": "Q014", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Smooth, quick booking every time"}, {"respondent": "Q016", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "booking is nice n quick, takes me a couple of mins each time"}, {"respondent": "Q019", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "The status updates are too vague to be useful. 'Out for collection' then nothing, then suddenly delivered. Nothing in between."}, {"respondent": "Q023", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "I like how fast it is. Enter the address, weight and size, get the quote, book. Done before my coffee's cooled down."}, {"respondent": "Q024", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "I booked a pallet to Leeds in about ninety seconds last week. Surprisingly quick."}, {"respondent": "Q027", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "5"}, "text": "Visibility is lacking. I need to see where my goods are without sending a chaser email each time."}, {"respondent": "Q029", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Dead simple to use. Each parcel collection I book takes a minute or two."}, {"respondent": "Q033", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "Yes", "score": "5"}, "text": "Parcels regularly arrive 3 or 4 days after the estimated date, which defeats the point of paying for next-day."}, {"respondent": "Q034", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Been using it occasionally and it's been fine. No dramas, nothing amazing, just a normal booking tool as far as I'm concerned."}, {"respondent": "Q037", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Honestly, I spend half my morning ringing round to ask where things are. The platform shows a booking reference and that's it, no live status or updates after collection."}, {"respondent": "Q038", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Simple, quick, no hassle at booking stage."}, {"respondent": "Q040", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "6"}, "text": "We've had hauliers arrive after our warehouse closed, twice, so the goods stayed put. The tracking didn't flag anything, I only knew when I rang to ask what was going on."}, {"respondent": "Q043", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Because I can get a quote and have a collection booked in a couple of minutes. It's that simple."}, {"respondent": "Q044", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "my customers keep ringing asking where their orders are because the deliveries are days behind what the platform said"}, {"respondent": "Q048", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "10"}, "text": "Quick and simple, which is all I want when I'm booking a collection."}, {"respondent": "Q050", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "8"}, "text": "Honestly the damage rate is what lets it down. Boxes arriving split open or dented, then a drawn-out, confusing claim that takes ages to resolve."}, {"respondent": "Q052", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Still new to it so I'll reserve judgement for now."}, {"respondent": "Q056", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Marked it down because of the per-shipment charge. For a firm like ours it's clearly dearer than the flat monthly fee."}, {"respondent": "Q062", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Booking is fuss-free and speedy"}, {"respondent": "Q063", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Ringing them is a nightmare. Always a long queue, then a recorded message telling me to use the chat, which then sends me back to the phone line."}, {"respondent": "Q073", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Only started using it a few weeks ago, so I've not got much to go on yet."}, {"respondent": "Q075", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "5"}, "text": "Updates are vague. 'In transit' tells me nothing when I've got a customer on the phone asking which depot their pallet is sitting in."}, {"respondent": "Q086", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Support is nearly impossible to reach. Waited 40 minutes on the phone last week and then got cut off."}, {"respondent": "Q087", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Love how fast the booking process is. Hate that I can't see where my pallets are once they've been collected. Updates are vague or simply don't appear, so I'm constantly chasing."}, {"respondent": "Q089", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "With everything else I have on, I need booking to be quick, and this is. A couple of minutes for a quote and a confirmed collection."}, {"respondent": "Q091", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Never takes more than a few clicks to get a collection booked. Very easy."}, {"respondent": "Q094", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "2"}, "text": "The status never updates past 'collection scheduled'. Then customers ring us asking where their orders are, and the answer is usually that the courier was late or never showed."}, {"respondent": "Q095", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "5"}, "text": "new fee per shipment is a rip off compared to the monthly sub we had before"}, {"respondent": "Q097", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Ticks along nicely, no complaints from me."}, {"respondent": "Q099", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Straightforward. I type in the details, pick the option I want and book. Couple of minutes and I'm back to my other jobs."}, {"respondent": "Q101", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "I don't book very often, so I haven't really used it enough to have a strong opinion."}, {"respondent": "Q108", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Waiting ages on hold every time. Gave up twice and just emailed instead, which took four days to get a reply."}, {"respondent": "Q110", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "The booking flow is quick. Put in the details, see the quote, confirm. About two minutes all in."}, {"respondent": "Q114", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Fast. That's really it."}, {"respondent": "Q115", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "Yes", "score": "6"}, "text": "Booked a collection for Monday, haulier never came, no call, no message. Picked up Wednesday instead. Delivery then took another five days."}, {"respondent": "Q116", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Nothing noteworthy to report, it simply works."}, {"respondent": "Q117", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Lack of tracking info. Sometimes there's a link, sometimes there isn't, and when there is it's just a blank page or a status from three days ago."}, {"respondent": "Q120", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "10"}, "text": "The booking process is so quick that I've stopped dreading it. Quote and collection sorted in two minutes."}, {"respondent": "Q122", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "No real opinion. It's been fine so far, nothing memorable either way."}, {"respondent": "Q126", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "10"}, "text": "Straightforward to book, no unnecessary fields to fill in, and it's all done in a couple of minutes."}, {"respondent": "Q129", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "2"}, "text": "Can't see where my pallets are once they've been collected. Status just says 'booked' for days, so I end up emailing the haulier to find out anything."}, {"respondent": "Q131", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Never had a problem with it, so I can't complain."}, {"respondent": "Q133", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "It's just really quick to book. I get a quote and have the collection booked in a couple of minutes, every time."}, {"respondent": "Q137", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Pallet to Leeds was due Tuesday, arrived Friday. In between, the tracking page didn't move once. Had to email support daily to get any idea where it was."}, {"respondent": "Q140", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "The booking only takes a couple of minutes so it never eats into my day."}, {"respondent": "Q141", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "meh, it's alright. nothing to shout about"}, {"respondent": "Q149", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "As a small business, paying per shipment instead of a monthly fee has added to our costs. That's why the score isn't higher."}, {"respondent": "Q150", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "Yes", "score": "5"}, "text": "Our drivers' arrival times are all over the place. Booked for morning, came at 4:30pm. Then the delivery was delayed by a few days on top."}, {"respondent": "Q152", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "its ok. no complaints"}, {"respondent": "Q155", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "2"}, "text": "I'd have given a higher score if they hadn't swapped the monthly subscription for booking fees. We book regularly so it hits us hard."}, {"respondent": "Q156", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Honestly it's so quick. I put in the postcodes, weight and pallet size, and the quote is up in seconds. Booked the collection before my tea had even brewed."}, {"respondent": "Q162", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Costs more now. Full stop."}, {"respondent": "Q165", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "I liked the old subscription, one payment, no surprises. Now there's a fee each time I book a collection and our accounts team keeps asking why the total has jumped."}, {"respondent": "Q168", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Two minutes, tops, from opening the site to a confirmed collection."}, {"respondent": "Q173", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Booking a parcel collection is a doddle. Couple of minutes and done."}, {"respondent": "Q179", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Can never see where my pallets are. Tracking just says 'booked' for days, then the haulier turns up late or not at all. I end up ringing round to find out."}, {"respondent": "Q180", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Everything about booking feels quick. I get a quote, book the collection, and I'm on to the next job in about two minutes."}, {"respondent": "Q181", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "0"}, "text": "Can't follow my shipments online. I end up chasing by phone because the portal doesn't tell me where they are."}, {"respondent": "Q187", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "10"}, "text": "It's all right, does what I need it to."}, {"respondent": "Q189", "segment": {"shipments a month": "100 or more", "ships to Ireland": "Not sure", "score": "9"}, "text": "I like that it only asks for what it needs. Dimensions, weight, postcodes, and you're booked in about two minutes."}, {"respondent": "Q190", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Tracking doesn't get updated, simple as that. I look, see nothing new, then have to chase."}, {"respondent": "Q195", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "3"}, "text": "Two collections missed in a month, and each time the portal showed nothing, no update, no ETA. I only found out because I chased the haulier myself."}, {"respondent": "Q196", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Booking is dead easy, quote and collection sorted in a couple of minutes. But once the pallet leaves I've no idea where it is. Tracking never updates, so I end up emailing the haulier."}, {"respondent": "Q200", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Booking takes about two minutes. Quote, pick a slot, done."}, {"respondent": "Q201", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "It's the quickest way I know of to get a quote and book a collection. Two minutes and I'm done."}, {"respondent": "Q208", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "9"}, "text": "Very quick and easy to book collections."}, {"respondent": "Q210", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "No visibility, late pickups. That's it really."}, {"respondent": "Q211", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Easy booking, that's why."}, {"respondent": "Q212", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Booking couldn't be simpler."}, {"respondent": "Q220", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "0"}, "text": "Used to be a set monthly cost which suited us fine. The per-shipment fee means busy months now cost a fortune."}, {"respondent": "Q221", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Haven't used it much yet, so hard to say."}, {"respondent": "Q223", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Dead quick to book, no faff whatsoever."}, {"respondent": "Q228", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "The form is short and sensible, so booking a pallet really is a two-minute job."}, {"respondent": "Q229", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Not great. Delivery to Glasgow took five days instead of two, and for most of that time the status was just 'in transit' with no location. Had to email support to get any real information."}, {"respondent": "Q233", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "3"}, "text": "Tracking never seems to update until after the delivery has happened, which makes it pointless really."}, {"respondent": "Q235", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Very user friendly and fast when booking, I'm usually done in two minutes"}, {"respondent": "Q236", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Had a pallet going to Glasgow and the tracking just said 'in network' for four days. I had no idea where it actually was until I chased, which shouldn't be necessary."}, {"respondent": "Q240", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Parcels arriving days late is the main issue. We promise customers 48 hours and it's often closer to a week."}, {"respondent": "Q244", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "I'd score higher if the lorries actually turned up when they're meant to. Missed pickups are a weekly thing for us now."}, {"respondent": "Q256", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "4"}, "text": "Deliveries keep arriving days after promised and I can't see where anything is in the meantime. Tracking updates seem to come in batches, if at all. Very stressful when customers are waiting."}, {"respondent": "Q257", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "It takes me about two minutes to book a collection, even when I'm in a rush on a Friday afternoon."}, {"respondent": "Q261", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "tracking info is patchy and not updated, so i'm always having to chase for answers"}, {"respondent": "Q264", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Super quick to get a quote and book. Did a parcel collection between two phone calls today."}, {"respondent": "Q267", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "2"}, "text": "Preferred the flat monthly fee. Now every booking has a charge on top and it adds up fast."}, {"respondent": "Q268", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "5"}, "text": "Since they scrapped the monthly plan we've been paying more overall. Per-shipment fees penalise us for being regular customers."}, {"respondent": "Q269", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "The booking fee per shipment is dearer for us than the subscription was. We do lots of small parcel jobs so it really stacks up."}, {"respondent": "Q270", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Honestly the easiest way I've found to book a collection. It takes a couple of minutes and there's nothing confusing about it."}, {"respondent": "Q275", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "5"}, "text": "support never answers the phone and the email replies are painfully slow"}, {"respondent": "Q277", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "It's the speed of booking for me. I can do a quote and book a collection while waiting for the kettle to boil."}, {"respondent": "Q279", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "It's quick. I've booked pallets in the time it takes to find a pen."}, {"respondent": "Q282", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Easy to use and quick. I'm not especially techy and I picked it up straight away."}, {"respondent": "Q283", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "We book collections for the afternoon slot and half the time nobody shows until the next morning. Then the pallet is delayed in transit too. It's making us look unreliable to our own customers."}, {"respondent": "Q292", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "6"}, "text": "Customer service takes days to respond to tickets."}, {"respondent": "Q293", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Deliveries late far too often."}, {"respondent": "Q295", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "Yes", "score": "5"}, "text": "Marked it down because of the new fee on every booking. Used to know exactly what we'd pay each month."}, {"respondent": "Q296", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "Yes", "score": "5"}, "text": "Late deliveries mostly. Customers blame us, not the haulier."}, {"respondent": "Q297", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Booking a pallet takes two minutes. I've timed it, just out of curiosity."}, {"respondent": "Q299", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Booking is a breeze, honestly. I can do it half asleep first thing in the morning."}, {"respondent": "Q301", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Pretty unremarkable, in a good way. I use it, it works, I get on with my day."}, {"respondent": "Q303", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Lack of shipment visibility mainly. I'd recommend it if the tracking actually showed something useful."}, {"respondent": "Q305", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Quick, clean booking screens. No unnecessary steps."}, {"respondent": "Q309", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "It does the job."}, {"respondent": "Q310", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "10"}, "text": "Fast and easy booking, no learning curve at all."}, {"respondent": "Q316", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Flat monthly fee was easier to budget for. Paying per shipment now means the cost creeps up every busy week."}, {"respondent": "Q317", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Honestly the platform itself is fine, but charging per shipment since March instead of a monthly amount hurts us. Our bill has gone up by roughly a third."}, {"respondent": "Q318", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Simple booking, done in minutes."}, {"respondent": "Q323", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Two-minute bookings, no fuss. Tracking, though? Practically non-existent. Had to phone the depot in Leeds last Tuesday just to learn if a delivery had even left."}, {"respondent": "Q324", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Takes hardly any time to book, a couple of minutes maximum."}, {"respondent": "Q326", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Swift and uncomplicated booking. A couple of clicks and it's sorted."}, {"respondent": "Q328", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Really quick to get a quote and book. That's the main thing for me."}, {"respondent": "Q330", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "Not sure", "score": "7"}, "text": "Not a lot to say. I use it when I need to book something and it does that. Happy enough, but no more than that."}, {"respondent": "Q331", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "2"}, "text": "Tracking is vague and unreliable, so I'm forever chasing hauliers for updates that the platform should show me."}, {"respondent": "Q332", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Two minutes to book. Simple as that."}, {"respondent": "Q339", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "Yes", "score": "6"}, "text": "Reliability of the hauliers is the problem for us, they just don't collect on time and stuff arrives days after it should."}, {"respondent": "Q340", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Quote and booking in one go, in about two minutes. Brilliant."}, {"respondent": "Q342", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Really fast to use, even on my phone while I'm out on the loading bay."}, {"respondent": "Q344", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Booked a four-pallet job this afternoon in about two minutes. Previously that would have meant a string of emails."}, {"respondent": "Q350", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Not being able to see where a delivery is without chasing someone is a real pain for a small team like ours."}, {"respondent": "Q352", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Slots are missed so often that I now book a day earlier than needed just to be safe, which is silly."}, {"respondent": "Q354", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "3"}, "text": "Every time I have a query it takes ages to get a reply. Last ticket took nearly a week and by then the parcel had been sorted by me chasing the haulier directly."}, {"respondent": "Q355", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Booking is painless. I had a new starter do their first one with no training and it took them about three minutes."}, {"respondent": "Q356", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Driver was meant to collect between 12 and 2, turned up at 5:40pm, and I had no notification either way. Tracking is vague at best. Spent my afternoon chasing."}, {"respondent": "Q360", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Quick and easy"}, {"respondent": "Q364", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "getting a quote is instant and booking takes a minute or two after that, so very easy"}, {"respondent": "Q365", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Nothing stands out either way."}, {"respondent": "Q367", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Late again. Collection was supposed to be before lunch, came at 4pm. And the tracking link just shows a blank map, so I had no idea he was coming."}, {"respondent": "Q368", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Swapping the monthly subscription for a charge on each booking was a bad move for us, it all adds up over a month."}, {"respondent": "Q370", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "4"}, "text": "Late, late, late. That's it really."}, {"respondent": "Q371", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "Tracking is the problem. Parcels disappear from view the moment they leave us and I only find out anything by contacting the haulier directly."}, {"respondent": "Q372", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Pickups are frequently missed and we get excuses afterwards about the vehicle being full or running behind."}, {"respondent": "Q373", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "0"}, "text": "tracking is basically non-existent"}, {"respondent": "Q377", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "7"}, "text": "Booking's very easy, took me two mins the first time and even less now"}, {"respondent": "Q386", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "simple to use, takes a couple of mins"}, {"respondent": "Q388", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "0"}, "text": "Several of our deliveries this quarter turned up well past the promised date, one nearly a fortnight late, and a customer cancelled their order because of it."}, {"respondent": "Q403", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "9"}, "text": "Love how quick booking is. Last Tuesday I sorted three collections in under ten minutes."}, {"respondent": "Q404", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "I find booking really quick. Just a couple of minutes from start to finish."}, {"respondent": "Q409", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "My main gripe is tracking. Updates are sporadic and often just say 'in transit', so I can't tell customers anything concrete and have to go and ask the haulier myself."}, {"respondent": "Q412", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Fast process, I can book a collection between customer calls without losing my train of thought."}, {"respondent": "Q415", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Average, I suppose. Nothing bad to say but nothing that makes me rave about it either, so I went for the middle of the scale."}, {"respondent": "Q416", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "7"}, "text": "Very straightforward to book collections, even for someone who isnt techy. Tracking lets it down though, I can never see where things are without chasing."}, {"respondent": "Q417", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Fast, easy booking. It's made my Monday morning shipping admin much less of a chore."}, {"respondent": "Q420", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Got my quote instantly and booked the collection straight after. All of it took about two minutes."}, {"respondent": "Q422", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Works fine for me, no issues."}, {"respondent": "Q423", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "5"}, "text": "updates dont come through so i have to chase every time"}, {"respondent": "Q424", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Within a couple of minutes I've got a quote and a booked collection, which suits me because I'm usually booking several things at once."}, {"respondent": "Q430", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "No complaints really."}, {"respondent": "Q432", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "I book several shipments a week and the process never takes more than a couple of minutes, which is a huge help when I'm juggling the warehouse and the office."}, {"respondent": "Q433", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "Our December peak is going to be painful with a fee on every shipment. The old monthly subscription would've saved us a packet."}, {"respondent": "Q435", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Very straightforward booking process, a quote appears almost instantly"}, {"respondent": "Q438", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "The extra fee on every single booking. A few quid here and there but by month end it's a lot more than the subscription."}, {"respondent": "Q439", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Gets the job done and that's about all I can say."}, {"respondent": "Q440", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Fee per shipment. Costs us more than the subscription did, so a lower score from me."}, {"respondent": "Q446", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Very easy to get a quote and book in. Takes no time at all."}, {"respondent": "Q447", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Quite new to me still, so can't really say much just yet."}, {"respondent": "Q448", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "3"}, "text": "Missed collection on Friday meant the pallet sat in our yard all weekend. It's happened more than once now."}, {"respondent": "Q451", "segment": {"shipments a month": "100 or more", "ships to Ireland": "No", "score": "8"}, "text": "Booking takes me no time at all. Tracking is the weak spot, as there's never any proper update on where the shipment is."}, {"respondent": "Q453", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "Not sure", "score": "9"}, "text": "easy peasy, book in two minutes flat"}, {"respondent": "Q454", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "9"}, "text": "Takes me no time at all to book a collection"}, {"respondent": "Q455", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "5"}, "text": "Last month a pallet of ceramics was delivered smashed. The claims process asked for the same evidence twice and we're still waiting for a decision. Not good enough."}, {"respondent": "Q457", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Missing tracking on a lot of bookings. Some have a number, some have nothing, and I'm left chasing."}, {"respondent": "Q458", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Simple and speedy to book"}, {"respondent": "Q460", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "2"}, "text": "collection slots get missed regularly, then we're stuck waiting around"}, {"respondent": "Q461", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "10"}, "text": "Booking is so much quicker than ringing round. A couple of minutes online and it's done."}, {"respondent": "Q462", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Trying to find out where a parcel is feels like detective work. No tracking updates, so it's emails and calls every time."}, {"respondent": "Q466", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "It really does take just a couple of minutes to book a collection, which is brilliant when you're up against it."}, {"respondent": "Q467", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "10"}, "text": "Everything is laid out logically so I'm never hunting around for the next step. Quote and booking done in about two minutes."}, {"respondent": "Q474", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Does the job, so I'm not unhappy with it. Just don't feel strongly about it one way or the other."}, {"respondent": "Q482", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "7"}, "text": "I'd score higher if I could actually follow a consignment. At the moment the tracking page hasn't changed since the collection scan, so I have to chase the haulier every single time."}, {"respondent": "Q483", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "5"}, "text": "Prefer flat rate pricing. Pay-per-shipment doesn't work for us."}, {"respondent": "Q486", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "0"}, "text": "Parcels arrive broken far too often, and getting compensation is a nightmare. Nobody seems to own the claim."}, {"respondent": "Q490", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Every booking now carries a fee and it's noticeably eating into our margins. Preferred the subscription."}, {"respondent": "Q491", "segment": {"shipments a month": "20 to 99", "ships to Ireland": "No", "score": "8"}, "text": "Claims for damaged freight are painfully slow"}, {"respondent": "Q492", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "3"}, "text": "Fed up of late collections. Last Wednesday's never happened at all."}, {"respondent": "Q493", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "So easy to use. A few details in, a quote comes up, one click to book. Couple of minutes."}, {"respondent": "Q494", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "easy to use, booked 3 parcels before my tea went cold. but no live tracking, so customers ask me where their order is and i have no answer without chasing"}, {"respondent": "Q495", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "5"}, "text": "Once the driver takes the goods, it's a black hole."}, {"respondent": "Q503", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "Used to spend half an hour ringing round for quotes. Now I do the whole thing on Quaymark in a couple of minutes."}, {"respondent": "Q506", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "8"}, "text": "Changing from a monthly fee to a charge per shipment has increased what we pay. Wish they'd kept the subscription option."}, {"respondent": "Q511", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "7"}, "text": "Easy to book, easy to get a quote. It's all very quick."}, {"respondent": "Q514", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "5"}, "text": "items keep getting damaged in transit and the claim process is so long winded it's hardly worth bothering"}, {"respondent": "Q516", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "9"}, "text": "No messing about when booking a collection. A quick form, a quote, and it's booked in a couple of minutes."}, {"respondent": "Q521", "segment": {"shipments a month": "Fewer than 20", "ships to Ireland": "No", "score": "6"}, "text": "As the person booking everything, I get asked daily where orders are, and the platform gives me nothing to tell them. Tracking just isn't there for most hauliers."}]}, "numeric_questions": ["nps_q3", "nps_weighted", "nps_q1_mix", "tracking_delay_detractors", "fee_mentions", "promoter_margin", "large_change_significant", "response_rate", "fee_worse_small", "small_band_change", "ireland_detractors", "detractor_accounts"], "truth": {"numeric": [{"id": "nps_q3", "question": "What is the Q3 2026 wave's NPS across all respondents (percentage scoring 9-10 minus percentage scoring 0-6), unweighted?", "answer": 12.9, "tolerance": 1.0, "unit": "score"}, {"id": "nps_weighted", "question": "Weighted to the shipments-a-month mix of all 4,720 active accounts, what is the Q3 2026 wave's NPS?", "answer": 17.8, "tolerance": 1.5, "unit": "score"}, {"id": "nps_q1_mix", "question": "Re-weighted to the shipments-a-month mix of the Q1 2026 wave's respondents, what is the Q3 2026 wave's NPS?", "answer": 20.3, "tolerance": 1.5, "unit": "score"}, {"id": "tracking_delay_detractors", "question": "Among respondents who scored 0-6 and answered the open question, what percentage of answers mention tracking (not being able to see where shipments are) or late or missed collections or deliveries?", "answer": 68.9, "tolerance": 8.3, "unit": "percent"}, {"id": "fee_mentions", "question": "How many of the open-text answers mention the per-shipment fee or its cost?", "answer": 21.0, "tolerance": 3.0, "unit": "count"}, {"id": "promoter_margin", "question": "What is the 95% margin of error, in percentage points, on the Q3 2026 wave's unweighted share of respondents scoring 9-10?", "answer": 4.12, "tolerance": 0.3, "unit": "points"}, {"id": "large_change_significant", "question": "Among accounts booking 100 or more shipments a month, is the change in the share scoring 9-10 between the Q1 2026 and Q3 2026 waves statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "response_rate", "question": "What percentage of the accounts invited to the Q3 2026 wave completed it?", "answer": 11.0, "tolerance": 0.2, "unit": "percent"}, {"id": "fee_worse_small", "question": "Among Q3 2026 respondents booking fewer than 20 shipments a month, what percentage said the per-shipment fee is worse for their business than the subscription?", "answer": 49.2, "tolerance": 1.0, "unit": "percent"}, {"id": "small_band_change", "question": "Among accounts booking fewer than 20 shipments a month, by how many points did NPS fall between the Q1 2026 and Q3 2026 waves?", "answer": 3.9, "tolerance": 1.5, "unit": "points"}, {"id": "ireland_detractors", "question": "How many Q3 2026 respondents who send shipments to the Republic of Ireland scored 0-6?", "answer": 13.0, "tolerance": 1.0, "unit": "count"}, {"id": "detractor_accounts", "question": "Weighted to the shipments-a-month mix of all 4,720 active accounts, about how many accounts would score 0-6?", "answer": 1001.0, "tolerance": 50.0, "unit": "count"}], "themes": [{"id": "tracking", "name": "Tracking", "description": "Cannot see where shipments are; tracking missing or vague", "members": ["Q003", "Q009", "Q013", "Q019", "Q027", "Q037", "Q040", "Q075", "Q087", "Q094", "Q117", "Q129", "Q137", "Q179", "Q181", "Q190", "Q195", "Q196", "Q210", "Q229", "Q233", "Q236", "Q256", "Q261", "Q303", "Q323", "Q331", "Q350", "Q356", "Q367", "Q371", "Q373", "Q409", "Q416", "Q423", "Q451", "Q457", "Q462", "Q482", "Q494", "Q495", "Q521"]}, {"id": "delays", "name": "Delays", "description": "Late or missed collections and deliveries", "members": ["Q003", "Q009", "Q033", "Q040", "Q044", "Q094", "Q115", "Q137", "Q150", "Q179", "Q195", "Q210", "Q229", "Q240", "Q244", "Q256", "Q283", "Q293", "Q296", "Q339", "Q352", "Q356", "Q367", "Q370", "Q372", "Q388", "Q448", "Q460", "Q492"]}, {"id": "fee", "name": "Per-shipment fee", "description": "The per-shipment booking fee or its cost", "members": ["Q008", "Q056", "Q095", "Q149", "Q155", "Q162", "Q165", "Q220", "Q267", "Q268", "Q269", "Q295", "Q316", "Q317", "Q368", "Q433", "Q438", "Q440", "Q483", "Q490", "Q506"]}, {"id": "service", "name": "Support", "description": "Customer support hard to reach or slow", "members": ["Q063", "Q086", "Q108", "Q275", "Q292", "Q354"]}, {"id": "ease", "name": "Easy booking", "description": "Booking is quick and easy (positive)", "members": ["Q014", "Q016", "Q023", "Q024", "Q029", "Q038", "Q043", "Q048", "Q062", "Q087", "Q089", "Q091", "Q099", "Q110", "Q114", "Q120", "Q126", "Q133", "Q140", "Q156", "Q168", "Q173", "Q180", "Q189", "Q196", "Q200", "Q201", "Q208", "Q211", "Q212", "Q223", "Q228", "Q235", "Q257", "Q264", "Q270", "Q277", "Q279", "Q282", "Q297", "Q299", "Q305", "Q310", "Q318", "Q323", "Q324", "Q326", "Q328", "Q332", "Q340", "Q342", "Q344", "Q355", "Q360", "Q364", "Q377", "Q386", "Q403", "Q404", "Q412", "Q416", "Q417", "Q420", "Q424", "Q432", "Q435", "Q446", "Q451", "Q453", "Q454", "Q458", "Q461", "Q466", "Q467", "Q493", "Q494", "Q503", "Q511", "Q516"]}, {"id": "damage", "name": "Damage", "description": "Damaged goods or difficult damage claims", "members": ["Q050", "Q455", "Q486", "Q491", "Q514"]}], "traps": [{"id": "method_change", "kind": "trend", "description": "The Q1 wave (+24) was phone interviews by account managers; the Q3 wave (+13) was online. Interviewer-administered scores, especially when the interviewer is the customer's own account manager, run higher, so part of the fall may be the change of method rather than a change in loyalty.", "handled_if": "Says the two waves used different methods (phone by account managers against online) and that this could explain part of the fall, so the waves are not directly comparable."}, {"id": "size_mix", "kind": "skew", "description": "Accounts booking fewer than 20 shipments a month are 61% of Q3 respondents against 30% in Q1 and 40% of active accounts, and they score lowest (Q3 NPS +5). Re-weighted to Q1's mix the Q3 NPS is +20.3, and to the active-account mix +17.8, so much of the 11-point fall is a change in who answered.", "handled_if": "Points out that the Q3 sample has many more small accounts, compares the waves within size bands or re-weights, and says much of the headline fall is due to the change in mix."}, {"id": "fee_hypothesis", "kind": "hypothesis", "description": "The commercial director believes the fee caused the fall. Among detractors who explained their score, 69% mention tracking or delays and 18% the fee; only 39% of all respondents say the fee is worse than the subscription (49% of small accounts, 15% of the largest).", "handled_if": "States that the data does not show the fee as the main cause: tracking and delays dominate detractors' reasons, and views of the fee are mixed, negative mainly among small accounts."}, {"id": "ireland", "kind": "small_base", "description": "Respondents who ship to Ireland (base 14) are nearly all detractors (NPS -93).", "handled_if": "Not reported as a finding about Ireland customers, or reported only with a clear warning that the base is too small to rely on."}, {"id": "subscription_intent", "kind": "stated_intent", "description": "45% of small accounts say they would be likely to choose a monthly subscription if offered: a stated intention about a hypothetical, with no price given.", "handled_if": "Does not treat likely-to-choose answers as a forecast of take-up, or says stated intentions overstate behaviour and need testing."}, {"id": "nonresponse", "kind": "nonresponse", "description": "521 of 4,720 invited accounts completed (about 11%); unhappy customers and small accounts may be more likely to respond online.", "handled_if": "Mentions the low response rate or possible non-response bias as a limitation."}, {"id": "large_band_change", "kind": "significance", "description": "Among accounts booking 100 or more a month (bases 98 and 48), the promoter share moved from 49% to 52%, NPS +38 to +38: not significant.", "handled_if": "Does not claim that loyalty fell among the largest accounts, or says the change there is within the margin of error."}, {"id": "open_text_base", "kind": "base", "description": "The 69% figure is a share of the 45 detractors who answered the open question, not of all respondents or all customers.", "handled_if": "States open-text shares on their own base (detractors who answered, or all who answered) rather than as shares of all customers."}], "key_findings": ["Much of the fall from +24 to +13 comes from a change in who answered (many more small accounts, which score lowest) and probably a change of method (phone by account managers against online); within size bands the fall is much smaller and among the largest accounts not significant", "Tracking and delays, not the fee, are the reasons detractors give most often; fee mentions are a minority", "Views of the per-shipment fee are mixed; it is seen as worse mainly by small accounts"], "recommendation": "Do not reverse the per-shipment fee on this evidence: the fall is partly method and sample mix, and the largest real issue is tracking and delays, so invest in tracking and proactive delay alerts; consider a subscription option for small accounts only if tested.", "next_steps": [{"id": "tracking_alerts", "kind": "right", "text": "Invest in shipment tracking and proactive delay alerts, ideally piloted with a group of accounts and measured on complaints, repeat bookings or score"}, {"id": "consistent_method", "kind": "right", "text": "Keep the survey method consistent between waves (or run phone and online side by side once to measure the method effect) and report NPS weighted to a fixed account-size mix"}, {"id": "test_subscription_small", "kind": "right", "text": "Test a subscription option for small accounts (a pilot or offer measuring actual take-up and retention) rather than relying on stated intentions"}, {"id": "ireland_evidence", "kind": "right", "text": "Check the Ireland result against delivery and complaint data, or more responses, before acting on it"}, {"id": "behaviour_data", "kind": "right", "text": "Link survey answers to booking and churn data (for example whether small accounts' bookings or retention fell after the fee change) to see what the fee change actually did"}, {"id": "reverse_fee", "kind": "wrong", "text": "Reverse the per-shipment fee and bring back the subscription for everyone now"}, {"id": "board_decline", "kind": "wrong", "text": "Report the fall to the board as a 11-point decline in customer loyalty"}, {"id": "ireland_action", "kind": "wrong", "text": "Change Ireland hauliers, pricing or service on the strength of the survey alone"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "Why did you give that score?", "answers": [{"text": "No tracking worth mentioning.", "themes": ["tracking"]}, {"text": "Can't see where my pallets are once they've been collected. Status just says 'booked' for days, so I end up emailing the haulier to find out anything.", "themes": ["tracking"]}, {"text": "tracking is basically non-existent", "themes": ["tracking"]}, {"text": "Honestly, I spend half my morning ringing round to ask where things are. The platform shows a booking reference and that's it, no live status or updates after collection.", "themes": ["tracking"]}, {"text": "Updates are vague. 'In transit' tells me nothing when I've got a customer on the phone asking which depot their pallet is sitting in.", "themes": ["tracking"]}, {"text": "Once the driver takes the goods, it's a black hole.", "themes": ["tracking"]}, {"text": "I'd score higher if I could actually follow a consignment. At the moment the tracking page hasn't changed since the collection scan, so I have to chase the haulier every single time.", "themes": ["tracking"]}, {"text": "no visibility at all after booking, have to phone for every parcel", "themes": ["tracking"]}, {"text": "Tracking rarely updates. I booked a 4-pallet shipment to Leeds on Monday and the status stayed the same until I emailed to ask what was going on.", "themes": ["tracking"]}, {"text": "Where's my stuff? That's the question I can never answer from the dashboard.", "themes": ["tracking"]}, {"text": "Lack of tracking info. Sometimes there's a link, sometimes there isn't, and when there is it's just a blank page or a status from three days ago.", "themes": ["tracking"]}, {"text": "Can't track anything properly, so I'm constantly chasing.", "themes": ["tracking"]}, {"text": "Our customers expect a tracking number they can click on. With Quaymark I'm often sending them 'we think it's with the haulier' because I genuinely can't see more than that.", "themes": ["tracking"]}, {"text": "There's no proof of where a pallet is between collection and delivery. I shouldn't have to send emails just to get a location.", "themes": ["tracking"]}, {"text": "tracking info is patchy and not updated, so i'm always having to chase for answers", "themes": ["tracking"]}, {"text": "The status updates are too vague to be useful. 'Out for collection' then nothing, then suddenly delivered. Nothing in between.", "themes": ["tracking"]}, {"text": "Zero visibility on my shipments.", "themes": ["tracking"]}, {"text": "I keep a spreadsheet of who I need to chase because the tracking doesn't tell me anything.", "themes": ["tracking"]}, {"text": "Tracking is the problem. Parcels disappear from view the moment they leave us and I only find out anything by contacting the haulier directly.", "themes": ["tracking"]}, {"text": "Not being able to see where a delivery is without chasing someone is a real pain for a small team like ours.", "themes": ["tracking"]}, {"text": "The tracking links either don't work or never update. I've stopped trusting them and just ring the depot instead.", "themes": ["tracking"]}, {"text": "No live tracking, just a static status. Need to see actual movement or at least scans at depots.", "themes": ["tracking"]}, {"text": "As the person booking everything, I get asked daily where orders are, and the platform gives me nothing to tell them. Tracking just isn't there for most hauliers.", "themes": ["tracking"]}, {"text": "updates dont come through so i have to chase every time", "themes": ["tracking"]}, {"text": "Poor visibility. Once it's booked I'm blind until proof of delivery turns up.", "themes": ["tracking"]}, {"text": "Would like to see scans or even a basic location update. Right now it's guesswork unless I email the haulier.", "themes": ["tracking"]}, {"text": "Tracking never seems to update until after the delivery has happened, which makes it pointless really.", "themes": ["tracking"]}, {"text": "I can't see where anything is. Full stop.", "themes": ["tracking"]}, {"text": "Had a pallet going to Glasgow and the tracking just said 'in network' for four days. I had no idea where it actually was until I chased, which shouldn't be necessary.", "themes": ["tracking"]}, {"text": "Tracking is vague and unreliable, so I'm forever chasing hauliers for updates that the platform should show me.", "themes": ["tracking"]}, {"text": "Lack of shipment visibility mainly. I'd recommend it if the tracking actually showed something useful.", "themes": ["tracking"]}, {"text": "Trying to find out where a parcel is feels like detective work. No tracking updates, so it's emails and calls every time.", "themes": ["tracking"]}, {"text": "Missing tracking on a lot of bookings. Some have a number, some have nothing, and I'm left chasing.", "themes": ["tracking"]}, {"text": "The tracking info is too thin. I want to see where a consignment is without having to ask somebody.", "themes": ["tracking"]}, {"text": "It's the not knowing. Once it's collected I get no updates and have to chase for every single one.", "themes": ["tracking"]}, {"text": "no tracking updates, just chasing", "themes": ["tracking"]}, {"text": "My main gripe is tracking. Updates are sporadic and often just say 'in transit', so I can't tell customers anything concrete and have to go and ask the haulier myself.", "themes": ["tracking"]}, {"text": "Can't follow my shipments online. I end up chasing by phone because the portal doesn't tell me where they are.", "themes": ["tracking"]}, {"text": "Tracking doesn't get updated, simple as that. I look, see nothing new, then have to chase.", "themes": ["tracking"]}, {"text": "Visibility is lacking. I need to see where my goods are without sending a chaser email each time.", "themes": ["tracking"]}, {"text": "Collections keep getting missed. Haulier just doesn't turn up in the slot I booked.", "themes": ["delays"]}, {"text": "Too many late deliveries. Pallets promised for Tuesday arrived the following Monday, and customers were chasing me daily.", "themes": ["delays"]}, {"text": "driver turned up 4 hours after the collection window again. Third time this month.", "themes": ["delays"]}, {"text": "Late, late, late. That's it really.", "themes": ["delays"]}, {"text": "We book collections for the afternoon slot and half the time nobody shows until the next morning. Then the pallet is delayed in transit too. It's making us look unreliable to our own customers.", "themes": ["delays"]}, {"text": "Parcels regularly arrive 3 or 4 days after the estimated date, which defeats the point of paying for next-day.", "themes": ["delays"]}, {"text": "Haulier missed our pickup twice last week and I had to rebook both times, losing two full days.", "themes": ["delays"]}, {"text": "Not great on timing. Collections are often hours out of the slot and I've had a delivery land a week late.", "themes": ["delays"]}, {"text": "my customers keep ringing asking where their orders are because the deliveries are days behind what the platform said", "themes": ["delays"]}, {"text": "Missed collection on Friday meant the pallet sat in our yard all weekend. It's happened more than once now.", "themes": ["delays"]}, {"text": "Drivers rarely arrive within the booked window. Last Thursday we waited until gone 6pm for a 12-2 slot, and the warehouse team had already left.", "themes": ["delays"]}, {"text": "Deliveries late far too often.", "themes": ["delays"]}, {"text": "Booked a collection for Monday, haulier never came, no call, no message. Picked up Wednesday instead. Delivery then took another five days.", "themes": ["delays"]}, {"text": "Reliability of the hauliers is the problem for us, they just don't collect on time and stuff arrives days after it should.", "themes": ["delays"]}, {"text": "Several of our deliveries this quarter turned up well past the promised date, one nearly a fortnight late, and a customer cancelled their order because of it.", "themes": ["delays"]}, {"text": "collection slots get missed regularly, then we're stuck waiting around", "themes": ["delays"]}, {"text": "Had a pallet of stock due in Birmingham on the 12th, didn't arrive until the 17th. Not the first time either.", "themes": ["delays"]}, {"text": "I'd score higher if the lorries actually turned up when they're meant to. Missed pickups are a weekly thing for us now.", "themes": ["delays"]}, {"text": "Late deliveries mostly. Customers blame us, not the haulier.", "themes": ["delays"]}, {"text": "The collection driver was two hours late and then another one didn't come at all. Honestly the timekeeping is poor.", "themes": ["delays"]}, {"text": "Parcels arriving days late is the main issue. We promise customers 48 hours and it's often closer to a week.", "themes": ["delays"]}, {"text": "Slots are missed so often that I now book a day earlier than needed just to be safe, which is silly.", "themes": ["delays"]}, {"text": "Haulier no-shows. I've lost count of how many times I've sat waiting for a collection that never happened.", "themes": ["delays"]}, {"text": "Two of my last five bookings were collected a day late and one delivery got there three days after the quoted date. Can't run a business like that.", "themes": ["delays"]}, {"text": "deliveries not turning up when they should, simple as that", "themes": ["delays"]}, {"text": "Our drivers' arrival times are all over the place. Booked for morning, came at 4:30pm. Then the delivery was delayed by a few days on top.", "themes": ["delays"]}, {"text": "Pickups are frequently missed and we get excuses afterwards about the vehicle being full or running behind.", "themes": ["delays"]}, {"text": "Late again this week. Pallet for Leeds took six working days instead of two.", "themes": ["delays"]}, {"text": "Fed up of late collections. Last Wednesday's never happened at all.", "themes": ["delays"]}, {"text": "Delivery times are not being met, regularly days over. A couple of customers have threatened to go elsewhere because of late arrivals.", "themes": ["delays"]}, {"text": "Can never see where my pallets are. Tracking just says 'booked' for days, then the haulier turns up late or not at all. I end up ringing round to find out.", "themes": ["tracking", "delays"]}, {"text": "tracking is useless and collections keep getting missed. had to phone the depot twice this week just to learn the driver never came", "themes": ["tracking", "delays"]}, {"text": "Two collections missed in a month, and each time the portal showed nothing, no update, no ETA. I only found out because I chased the haulier myself.", "themes": ["tracking", "delays"]}, {"text": "Pallet to Leeds was due Tuesday, arrived Friday. In between, the tracking page didn't move once. Had to email support daily to get any idea where it was.", "themes": ["tracking", "delays"]}, {"text": "No visibility, late pickups. That's it really.", "themes": ["tracking", "delays"]}, {"text": "Driver was meant to collect between 12 and 2, turned up at 5:40pm, and I had no notification either way. Tracking is vague at best. Spent my afternoon chasing.", "themes": ["tracking", "delays"]}, {"text": "The status never updates past 'collection scheduled'. Then customers ring us asking where their orders are, and the answer is usually that the courier was late or never showed.", "themes": ["tracking", "delays"]}, {"text": "Missed collection slot again, and no alert, nothing in the tracking. Why should I have to ring to find out?", "themes": ["tracking", "delays"]}, {"text": "Deliveries keep arriving days after promised and I can't see where anything is in the meantime. Tracking updates seem to come in batches, if at all. Very stressful when customers are waiting.", "themes": ["tracking", "delays"]}, {"text": "haulier no-showed on Monday and the platform still said 'out for collection' on Wednesday. cant trust the tracking and cant trust the pickups", "themes": ["tracking", "delays"]}, {"text": "After booking it's a black hole. Our last two pallets were collected a day late and I had no tracking updates until they were delivered. Had to chase both times.", "themes": ["tracking", "delays"]}, {"text": "Late again. Collection was supposed to be before lunch, came at 4pm. And the tracking link just shows a blank map, so I had no idea he was coming.", "themes": ["tracking", "delays"]}, {"text": "Tracking rarely tells me anything useful, and about one in four of my deliveries arrives late, sometimes by several days. I spend more time chasing than shipping.", "themes": ["tracking", "delays"]}, {"text": "Missed collections and no live tracking. Fed up of chasing.", "themes": ["tracking", "delays"]}, {"text": "Last week a pallet sat somewhere for three days. Tracking showed nothing new, so I rang the haulier, who said it had missed its collection slot and nobody told me.", "themes": ["tracking", "delays"]}, {"text": "We've had hauliers arrive after our warehouse closed, twice, so the goods stayed put. The tracking didn't flag anything, I only knew when I rang to ask what was going on.", "themes": ["tracking", "delays"]}, {"text": "Not great. Delivery to Glasgow took five days instead of two, and for most of that time the status was just 'in transit' with no location. Had to email support to get any real information.", "themes": ["tracking", "delays"]}, {"text": "no tracking updates, drivers late. simple as that really", "themes": ["tracking", "delays"]}, {"text": "Can't see where my shipments are without chasing someone, and too many of them turn up late or get missed on collection. My customers blame me, not the haulier, which is a nightmare when I can't even give them an update.", "themes": ["tracking", "delays"]}, {"text": "Parcel collections have been missed three times this month, and each time I only discovered it because the tracking hadn't changed for a day, so I rang. Needs proper live updates and reliable pickups.", "themes": ["tracking", "delays"]}, {"text": "Per-shipment fee costs us more than the old monthly subscription. Simple as that.", "themes": ["fee"]}, {"text": "Preferred the flat monthly fee. Now every booking has a charge on top and it adds up fast.", "themes": ["fee"]}, {"text": "the new per booking fee has pushed our costs up noticeably compared to the old subscription", "themes": ["fee"]}, {"text": "Honestly the platform itself is fine, but charging per shipment since March instead of a monthly amount hurts us. Our bill has gone up by roughly a third.", "themes": ["fee"]}, {"text": "Marked it down because of the new fee on every booking. Used to know exactly what we'd pay each month.", "themes": ["fee"]}, {"text": "Flat monthly fee was easier to budget for. Paying per shipment now means the cost creeps up every busy week.", "themes": ["fee"]}, {"text": "The booking fee per shipment is dearer for us than the subscription was. We do lots of small parcel jobs so it really stacks up.", "themes": ["fee"]}, {"text": "Costs more now. Full stop.", "themes": ["fee"]}, {"text": "I liked the old subscription, one payment, no surprises. Now there's a fee each time I book a collection and our accounts team keeps asking why the total has jumped.", "themes": ["fee"]}, {"text": "Per-booking charges since March mean we're paying more than before. Not happy about that.", "themes": ["fee"]}, {"text": "As a small business, paying per shipment instead of a monthly fee has added to our costs. That's why the score isn't higher.", "themes": ["fee"]}, {"text": "new fee per shipment is a rip off compared to the monthly sub we had before", "themes": ["fee"]}, {"text": "Swapping the monthly subscription for a charge on each booking was a bad move for us, it all adds up over a month.", "themes": ["fee"]}, {"text": "Used to be a set monthly cost which suited us fine. The per-shipment fee means busy months now cost a fortune.", "themes": ["fee"]}, {"text": "The extra fee on every single booking. A few quid here and there but by month end it's a lot more than the subscription.", "themes": ["fee"]}, {"text": "Prefer flat rate pricing. Pay-per-shipment doesn't work for us.", "themes": ["fee"]}, {"text": "Since they scrapped the monthly plan we've been paying more overall. Per-shipment fees penalise us for being regular customers.", "themes": ["fee"]}, {"text": "We ship lots of single pallets, so being charged a fee each time instead of a monthly amount is costing us significantly more than it used to.", "themes": ["fee"]}, {"text": "Score reflects the fee change. Monthly subscription was cheaper for our volumes, no question.", "themes": ["fee"]}, {"text": "It's the per booking fee for me. I can't predict my spend any more and it's definitely higher than the old flat monthly price.", "themes": ["fee"]}, {"text": "Was happy paying the monthly subscription. The new charge per shipment feels like we're being nickel-and-dimed on every collection.", "themes": ["fee"]}, {"text": "fees went up for us after march, paying each time we book rather than one monthly amount", "themes": ["fee"]}, {"text": "Our December peak is going to be painful with a fee on every shipment. The old monthly subscription would've saved us a packet.", "themes": ["fee"]}, {"text": "Changing from a monthly fee to a charge per shipment has increased what we pay. Wish they'd kept the subscription option.", "themes": ["fee"]}, {"text": "Marked it down because of the per-shipment charge. For a firm like ours it's clearly dearer than the flat monthly fee.", "themes": ["fee"]}, {"text": "Every booking now carries a fee and it's noticeably eating into our margins. Preferred the subscription.", "themes": ["fee"]}, {"text": "The new pricing. We used to pay one set amount a month and now it's per shipment, which works out more expensive for us.", "themes": ["fee"]}, {"text": "Honestly I just preferred knowing the monthly cost upfront. Per-shipment fees make my spreadsheet a nightmare and the total is higher too.", "themes": ["fee"]}, {"text": "Extra charge per booking is annoying, it adds up. The old subscription was better value for us.", "themes": ["fee"]}, {"text": "Gone from a predictable monthly bill to paying on every shipment, and we're out of pocket every month now. Not a fan.", "themes": ["fee"]}, {"text": "Fee per shipment. Costs us more than the subscription did, so a lower score from me.", "themes": ["fee"]}, {"text": "I'd have given a higher score if they hadn't swapped the monthly subscription for booking fees. We book regularly so it hits us hard.", "themes": ["fee"]}, {"text": "Support is nearly impossible to reach. Waited 40 minutes on the phone last week and then got cut off.", "themes": ["service"]}, {"text": "slow replies. emailed about an invoice query on Monday, still nothing by Thursday", "themes": ["service"]}, {"text": "Chat goes nowhere. You get a bot that keeps asking the same questions, then it says someone will be in touch and nobody ever is.", "themes": ["service"]}, {"text": "Can't get hold of anyone when something goes wrong.", "themes": ["service"]}, {"text": "Ringing them is a nightmare. Always a long queue, then a recorded message telling me to use the chat, which then sends me back to the phone line.", "themes": ["service"]}, {"text": "Waiting ages on hold every time. Gave up twice and just emailed instead, which took four days to get a reply.", "themes": ["service"]}, {"text": "Their live chat is useless, it just loops. I've tried three times this month to speak to an actual person about a booking and got nowhere.", "themes": ["service"]}, {"text": "Customer service takes days to respond to tickets.", "themes": ["service"]}, {"text": "Rang up at 9am with an urgent query, was on hold for 35 mins. By then the whole morning was gone. Why is it so hard to speak to someone?", "themes": ["service"]}, {"text": "support never answers the phone and the email replies are painfully slow", "themes": ["service"]}, {"text": "Tried the chat function, sat there 20 minutes with 'you are number 6 in the queue' and then it timed out. Nobody got back to me by email either.", "themes": ["service"]}, {"text": "Hard to reach anyone. That's it really.", "themes": ["service"]}, {"text": "Every time I have a query it takes ages to get a reply. Last ticket took nearly a week and by then the parcel had been sorted by me chasing the haulier directly.", "themes": ["service"]}, {"text": "Phone line is always engaged or a long wait, and the chat just fobs you off with help articles instead of connecting you to a person. Very frustrating when you're on a deadline.", "themes": ["service"]}, {"text": "Slow to respond. Three days for a simple question about an invoice? Not good enough.", "themes": ["service"]}, {"text": "I'd score higher but getting through to support is a struggle. Long waits on the phone, and the ticket replies are generic and late.", "themes": ["service"]}, {"text": "no one picks up. left a voicemail and an email about a wrong collection address and heard nothing back for days", "themes": ["service"]}, {"text": "The chat assistant is a dead end, it never escalates to a human. And when I phone, I'm waiting 20-30 minutes minimum, sometimes more. Can't run a business like that.", "themes": ["service"]}, {"text": "Booking takes about two minutes. Quote, pick a slot, done.", "themes": ["ease"]}, {"text": "Quick and easy", "themes": ["ease"]}, {"text": "Honestly it's so quick. I put in the postcodes, weight and pallet size, and the quote is up in seconds. Booked the collection before my tea had even brewed.", "themes": ["ease"]}, {"text": "simple to use, takes a couple of mins", "themes": ["ease"]}, {"text": "Got a quote and booked a pallet collection in under three minutes this morning. Can't ask for much more than that.", "themes": ["ease"]}, {"text": "Dead easy. Enter the details, choose a haulier, confirm.", "themes": ["ease"]}, {"text": "Fast. That's really it.", "themes": ["ease"]}, {"text": "I book several shipments a week and the process never takes more than a couple of minutes, which is a huge help when I'm juggling the warehouse and the office.", "themes": ["ease"]}, {"text": "Everything is laid out logically so I'm never hunting around for the next step. Quote and booking done in about two minutes.", "themes": ["ease"]}, {"text": "Takes me no time at all to book a collection", "themes": ["ease"]}, {"text": "Used to spend half an hour ringing round for quotes. Now I do the whole thing on Quaymark in a couple of minutes.", "themes": ["ease"]}, {"text": "Very straightforward booking process, a quote appears almost instantly", "themes": ["ease"]}, {"text": "Super quick to get a quote and book. Did a parcel collection between two phone calls today.", "themes": ["ease"]}, {"text": "The form is short and sensible, so booking a pallet really is a two-minute job.", "themes": ["ease"]}, {"text": "easy peasy, book in two minutes flat", "themes": ["ease"]}, {"text": "Booking is painless. I had a new starter do their first one with no training and it took them about three minutes.", "themes": ["ease"]}, {"text": "Because I can get a quote and have a collection booked in a couple of minutes. It's that simple.", "themes": ["ease"]}, {"text": "Really fast to use, even on my phone while I'm out on the loading bay.", "themes": ["ease"]}, {"text": "Swift and uncomplicated booking. A couple of clicks and it's sorted.", "themes": ["ease"]}, {"text": "I like that it only asks for what it needs. Dimensions, weight, postcodes, and you're booked in about two minutes.", "themes": ["ease"]}, {"text": "Smooth, quick booking every time", "themes": ["ease"]}, {"text": "Two minutes, tops, from opening the site to a confirmed collection.", "themes": ["ease"]}, {"text": "It's the speed of booking for me. I can do a quote and book a collection while waiting for the kettle to boil.", "themes": ["ease"]}, {"text": "Never takes more than a few clicks to get a collection booked. Very easy.", "themes": ["ease"]}, {"text": "Dead quick to book, no faff whatsoever.", "themes": ["ease"]}, {"text": "Booked a four-pallet job this afternoon in about two minutes. Previously that would have meant a string of emails.", "themes": ["ease"]}, {"text": "Easy to use and quick. I'm not especially techy and I picked it up straight away.", "themes": ["ease"]}, {"text": "getting a quote is instant and booking takes a minute or two after that, so very easy", "themes": ["ease"]}, {"text": "Straightforward. I type in the details, pick the option I want and book. Couple of minutes and I'm back to my other jobs.", "themes": ["ease"]}, {"text": "Booking couldn't be simpler.", "themes": ["ease"]}, {"text": "It takes me about two minutes to book a collection, even when I'm in a rush on a Friday afternoon.", "themes": ["ease"]}, {"text": "Quick, clean booking screens. No unnecessary steps.", "themes": ["ease"]}, {"text": "I was surprised how fast it was the first time. Quote, book, finished in less than three minutes, and it's been the same ever since.", "themes": ["ease"]}, {"text": "Simple and speedy to book", "themes": ["ease"]}, {"text": "Honestly the easiest way I've found to book a collection. It takes a couple of minutes and there's nothing confusing about it.", "themes": ["ease"]}, {"text": "Takes seconds to get a quote and then barely any longer to book it in.", "themes": ["ease"]}, {"text": "Booking a parcel collection is a doddle. Couple of minutes and done.", "themes": ["ease"]}, {"text": "Fast process, I can book a collection between customer calls without losing my train of thought.", "themes": ["ease"]}, {"text": "The booking flow is quick. Put in the details, see the quote, confirm. About two minutes all in.", "themes": ["ease"]}, {"text": "so easy to book, literally a couple of minutes", "themes": ["ease"]}, {"text": "I run a small team and need things to be quick. Booking here takes next to no time.", "themes": ["ease"]}, {"text": "Quote and booking in one go, in about two minutes. Brilliant.", "themes": ["ease"]}, {"text": "It's quick. I've booked pallets in the time it takes to find a pen.", "themes": ["ease"]}, {"text": "Really intuitive. I've never had to think about how to book, it just takes a couple of minutes.", "themes": ["ease"]}, {"text": "Very quick and easy to book collections.", "themes": ["ease"]}, {"text": "Within a couple of minutes I've got a quote and a booked collection, which suits me because I'm usually booking several things at once.", "themes": ["ease"]}, {"text": "Booking is a breeze, honestly. I can do it half asleep first thing in the morning.", "themes": ["ease"]}, {"text": "Simple, quick, no hassle at booking stage.", "themes": ["ease"]}, {"text": "I booked a pallet to Leeds in about ninety seconds last week. Surprisingly quick.", "themes": ["ease"]}, {"text": "The booking only takes a couple of minutes so it never eats into my day.", "themes": ["ease"]}, {"text": "Easy. Quick. Does what I need when I'm booking a collection.", "themes": ["ease"]}, {"text": "It's the quickest way I know of to get a quote and book a collection. Two minutes and I'm done.", "themes": ["ease"]}, {"text": "Nice and fast to book, and the steps are so clear that anyone in the office could do it.", "themes": ["ease"]}, {"text": "Takes hardly any time to book, a couple of minutes maximum.", "themes": ["ease"]}, {"text": "I like how fast it is. Enter the address, weight and size, get the quote, book. Done before my coffee's cooled down.", "themes": ["ease"]}, {"text": "Booking's very easy, took me two mins the first time and even less now", "themes": ["ease"]}, {"text": "Really quick to get a quote and book. That's the main thing for me.", "themes": ["ease"]}, {"text": "Two minutes to book. Simple as that.", "themes": ["ease"]}, {"text": "No messing about when booking a collection. A quick form, a quote, and it's booked in a couple of minutes.", "themes": ["ease"]}, {"text": "Dead simple to use. Each parcel collection I book takes a minute or two.", "themes": ["ease"]}, {"text": "Fast and easy booking, no learning curve at all.", "themes": ["ease"]}, {"text": "With everything else I have on, I need booking to be quick, and this is. A couple of minutes for a quote and a confirmed collection.", "themes": ["ease"]}, {"text": "Booking is fuss-free and speedy", "themes": ["ease"]}, {"text": "It really does take just a couple of minutes to book a collection, which is brilliant when you're up against it.", "themes": ["ease"]}, {"text": "I'm in and out in a couple of minutes every time I book.", "themes": ["ease"]}, {"text": "Easy to book, easy to get a quote. It's all very quick.", "themes": ["ease"]}, {"text": "Love how quick booking is. Last Tuesday I sorted three collections in under ten minutes.", "themes": ["ease"]}, {"text": "Painless booking process. Quote came back quickly and I'd booked the pallet in a couple of minutes.", "themes": ["ease"]}, {"text": "Quick quotes, quick booking, nothing fiddly.", "themes": ["ease"]}, {"text": "I'd say the booking is the best part. Takes me two minutes at most and the form is really clear.", "themes": ["ease"]}, {"text": "Booking is so much quicker than ringing round. A couple of minutes online and it's done.", "themes": ["ease"]}, {"text": "It's really straightforward to book a collection and takes next to no time.", "themes": ["ease"]}, {"text": "Very user friendly and fast when booking, I'm usually done in two minutes", "themes": ["ease"]}, {"text": "Got my quote instantly and booked the collection straight after. All of it took about two minutes.", "themes": ["ease"]}, {"text": "Easy booking, that's why.", "themes": ["ease"]}, {"text": "The speed of booking, basically. I can sort a collection in a couple of minutes without having to think about it.", "themes": ["ease"]}, {"text": "Booking a pallet takes two minutes. I've timed it, just out of curiosity.", "themes": ["ease"]}, {"text": "So easy to use. A few details in, a quote comes up, one click to book. Couple of minutes.", "themes": ["ease"]}, {"text": "Quick and simple, which is all I want when I'm booking a collection.", "themes": ["ease"]}, {"text": "Takes me barely two minutes to get a quote and book a collection, even for awkward-sized pallets.", "themes": ["ease"]}, {"text": "Fast, easy booking. It's made my Monday morning shipping admin much less of a chore.", "themes": ["ease"]}, {"text": "I find booking really quick. Just a couple of minutes from start to finish.", "themes": ["ease"]}, {"text": "Straightforward to book, no unnecessary fields to fill in, and it's all done in a couple of minutes.", "themes": ["ease"]}, {"text": "booking is nice n quick, takes me a couple of mins each time", "themes": ["ease"]}, {"text": "The booking process is so quick that I've stopped dreading it. Quote and collection sorted in two minutes.", "themes": ["ease"]}, {"text": "Very easy to get a quote and book in. Takes no time at all.", "themes": ["ease"]}, {"text": "It's just really quick to book. I get a quote and have the collection booked in a couple of minutes, every time.", "themes": ["ease"]}, {"text": "Simple booking, done in minutes.", "themes": ["ease"]}, {"text": "Everything about booking feels quick. I get a quote, book the collection, and I'm on to the next job in about two minutes.", "themes": ["ease"]}, {"text": "Booking is dead easy, quote and collection sorted in a couple of minutes. But once the pallet leaves I've no idea where it is. Tracking never updates, so I end up emailing the haulier.", "themes": ["ease", "tracking"]}, {"text": "Quick to book, rubbish for tracking. That sums it up.", "themes": ["ease", "tracking"]}, {"text": "I can get a quote and book a collection in about two minutes, which is brilliant. The problem is afterwards: the tracking status just says 'in transit' for days and I have to ring round to find out where anything actually is.", "themes": ["ease", "tracking"]}, {"text": "easy to use, booked 3 parcels before my tea went cold. but no live tracking, so customers ask me where their order is and i have no answer without chasing", "themes": ["ease", "tracking"]}, {"text": "Love how fast the booking process is. Hate that I can't see where my pallets are once they've been collected. Updates are vague or simply don't appear, so I'm constantly chasing.", "themes": ["ease", "tracking"]}, {"text": "Two-minute bookings, no fuss. Tracking, though? Practically non-existent. Had to phone the depot in Leeds last Tuesday just to learn if a delivery had even left.", "themes": ["ease", "tracking"]}, {"text": "Getting a price and arranging collection is the simplest part of my week. Shame the visibility drops off a cliff afterwards; the tracking page rarely changes and I'm left guessing until I chase.", "themes": ["ease", "tracking"]}, {"text": "Booking takes me no time at all. Tracking is the weak spot, as there's never any proper update on where the shipment is.", "themes": ["ease", "tracking"]}, {"text": "Honestly the quoting and booking is so quick that I barely think about it. What annoys me is having zero idea where a consignment is once it's gone. I shouldn't need to email someone every time a customer asks for an update.", "themes": ["ease", "tracking"]}, {"text": "Fast, simple booking - a couple of minutes and done. Tracking is vague and often not updated so I have to chase the hauliers myself.", "themes": ["ease", "tracking"]}, {"text": "Very straightforward to book collections, even for someone who isnt techy. Tracking lets it down though, I can never see where things are without chasing.", "themes": ["ease", "tracking"]}, {"text": "Quote, book, done in minutes. Then nothing. No scan updates, no location, just a blank tracking page, so I'm forever chasing to find out where our pallets have got to.", "themes": ["ease", "tracking"]}, {"text": "Goods keep arriving damaged and then the claims process drags on forever. Took weeks to get anywhere last time.", "themes": ["damage"]}, {"text": "damaged pallets, slow claims. that's it really", "themes": ["damage"]}, {"text": "Lost count of how many times our stock has turned up damaged. Making a claim means endless forms, photos, emails back and forth, and still no payout after six weeks. Frankly exhausting for a small business like ours.", "themes": ["damage"]}, {"text": "Two deliveries in a row with crushed cartons. Claim submitted 3 weeks ago, still no outcome.", "themes": ["damage"]}, {"text": "Parcels arrive broken far too often, and getting compensation is a nightmare. Nobody seems to own the claim.", "themes": ["damage"]}, {"text": "Our customers get damaged goods and then we wait ages for Quaymark to sort the claim. Had to chase the haulier myself three times, which defeats the point of booking through a platform.", "themes": ["damage"]}, {"text": "Claims for damaged freight are painfully slow", "themes": ["damage"]}, {"text": "Last month a pallet of ceramics was delivered smashed. The claims process asked for the same evidence twice and we're still waiting for a decision. Not good enough.", "themes": ["damage"]}, {"text": "items keep getting damaged in transit and the claim process is so long winded it's hardly worth bothering", "themes": ["damage"]}, {"text": "Honestly the damage rate is what lets it down. Boxes arriving split open or dented, then a drawn-out, confusing claim that takes ages to resolve.", "themes": ["damage"]}, {"text": "It does the job.", "themes": [], "variant": "pos"}, {"text": "No complaints really.", "themes": [], "variant": "pos"}, {"text": "fine, nothing special", "themes": []}, {"text": "Honestly it's just fine. Does what I need when I book a collection and I've never had any reason to moan about it.", "themes": [], "variant": "pos"}, {"text": "Haven't used it much yet, so hard to say.", "themes": []}, {"text": "Nothing stands out either way.", "themes": []}, {"text": "its ok. no complaints", "themes": []}, {"text": "Only started using it a few weeks ago, so I've not got much to go on yet.", "themes": []}, {"text": "Average, I suppose. Nothing bad to say but nothing that makes me rave about it either, so I went for the middle of the scale.", "themes": []}, {"text": "Does what it says on the tin.", "themes": [], "variant": "pos"}, {"text": "Not much to say really, it's fine.", "themes": []}, {"text": "I don't book very often, so I haven't really used it enough to have a strong opinion.", "themes": []}, {"text": "Works fine for me, no issues.", "themes": [], "variant": "pos"}, {"text": "meh, it's alright. nothing to shout about", "themes": []}, {"text": "Pretty unremarkable, in a good way. I use it, it works, I get on with my day.", "themes": [], "variant": "pos"}, {"text": "Never had a problem with it, so I can't complain.", "themes": [], "variant": "pos"}, {"text": "Still new to it so I'll reserve judgement for now.", "themes": []}, {"text": "It's fine. Nothing more to add than that really.", "themes": []}, {"text": "Used it a handful of times only, so no strong feelings.", "themes": []}, {"text": "Gets the job done and that's about all I can say.", "themes": [], "variant": "pos"}, {"text": "Ticks along nicely, no complaints from me.", "themes": [], "variant": "pos"}, {"text": "Can't think of anything in particular, it's just okay.", "themes": []}, {"text": "just fine thanks, nothing stands out for me", "themes": []}, {"text": "Not a lot to say. I use it when I need to book something and it does that. Happy enough, but no more than that.", "themes": []}, {"text": "Haven't really had much cause to use it, to be honest.", "themes": []}, {"text": "Adequate.", "themes": []}, {"text": "No real opinion. It's been fine so far, nothing memorable either way.", "themes": []}, {"text": "Does the job, so I'm not unhappy with it. Just don't feel strongly about it one way or the other.", "themes": []}, {"text": "Ive only used it a couple of times so far so its hard to judge.", "themes": []}, {"text": "Okay I guess. Nothing to complain about.", "themes": []}, {"text": "Perfectly fine. Nothing particularly stands out, good or bad, so I stuck with a middling score.", "themes": []}, {"text": "Quite new to me still, so can't really say much just yet.", "themes": []}, {"text": "It's all right, does what I need it to.", "themes": [], "variant": "pos"}, {"text": "Nothing noteworthy to report, it simply works.", "themes": [], "variant": "pos"}, {"text": "Been using it occasionally and it's been fine. No dramas, nothing amazing, just a normal booking tool as far as I'm concerned.", "themes": []}, {"text": "Satisfactory, no complaints.", "themes": [], "variant": "pos"}]}}, {"id": "sv-005", "title": "What Hollinbrook residents think of three-weekly bin collections", "brief": {"product": "Hollinbrook District Council's household waste collection service for about 58,000 households in a mixed town and rural district in England. General waste (the black bin) is collected every two weeks, food waste every week and recycling every two weeks.", "context": "The council must find £3.1m of savings next year. Collecting general waste every three weeks instead of every two would save about £600k a year in rounds and disposal costs, and councils that have made the change report higher recycling; Hollinbrook recycles 43% of household waste. Food waste would stay weekly and recycling fortnightly. The council must consult residents before full council decides in the autumn.", "decision": "Whether to move general waste collection to every three weeks across the whole district, to do so with extra support for households that need it (a larger bin, or extra collections of nappies and hygiene waste), to pilot it in some areas first, or to drop the proposal.", "objectives": [{"id": "O1", "text": "How much support and opposition there is among residents for three-weekly general waste collection, and how views differ across the district"}, {"id": "O2", "text": "How the change would affect households, especially those with young children or someone who uses continence or hygiene products"}, {"id": "O3", "text": "Which option residents prefer, and whether extra support such as larger bins would change their view"}, {"id": "O4", "text": "Whether the change would lead residents to recycle more"}], "target": "Adults (18 or over) living in the Hollinbrook District Council area", "constraints": {"max_questions": 10, "max_minutes": 6.0, "sample_size": 420, "channel": "the same online questionnaire run two ways: an open consultation on the council website, promoted on social media and in the residents' magazine and open to anyone with the link; and a residents' panel of about 420 recruited by letter to randomly selected addresses in the district, matched to the district's age and tenure profile"}, "stakeholder": "The council leader wants the consultation to show full council that residents support moving to three-weekly collections.", "precision": "Ward councillors want residents' panel results for each of the district's six wards to within plus or minus 6 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 6 points at 95% needs about 267 completes per ward, about 1,600 in all, against about 420 on the panel; a careful plan says so and proposes a way through (district-level results, wards grouped into larger areas, a wider margin, or a boosted sample). The open consultation cannot supply ward estimates because it is self-selected."}, "reference_survey": {"screener": [{"id": "S1", "text": "Do you live in the Hollinbrook District Council area?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}, {"id": "S2", "text": "Are you aged 18 or over?", "type": "single", "options": ["Yes", "No"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "The council is considering collecting general waste (the black bin) every three weeks instead of every two weeks. Food waste would still be collected every week and recycling every two weeks. How, if at all, would this change affect your household?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "To what extent do you support or oppose collecting general waste every three weeks instead of every two weeks?", "type": "single", "options": ["Strongly support", "Tend to support", "Neither support nor oppose", "Tend to oppose", "Strongly oppose", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "If your household could have a larger general waste bin at no extra charge, would you support or oppose collecting general waste every three weeks?", "type": "single", "options": ["Would support", "Would neither support nor oppose", "Would still oppose", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": {"question": "Q2", "options": ["Tend to oppose", "Strongly oppose"]}, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "Which of these options for general waste collection would you most prefer?", "type": "single", "options": ["Every three weeks across the whole district", "Every three weeks, with extra support for households that need it (for example a larger bin or extra collections of nappies and hygiene waste)", "Every three weeks in some areas first as a trial, then decide", "Keep collections every two weeks", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "If general waste were collected every three weeks, how likely would you be to recycle more than you do now?", "type": "single", "options": ["Very likely", "Fairly likely", "Neither likely nor unlikely", "Fairly unlikely", "Very unlikely", "I already recycle everything I can", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "Does your household include any of the following? Select all that apply.", "type": "multi", "options": ["A child aged under 3", "Someone who uses continence or other hygiene products that go in the general waste", "None of these", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q7", "text": "Which ward of the district do you live in?", "type": "single", "options": ["Hollinbrook Town", "Ashby Marsh", "Kettlewell", "Stanmoor", "Brookfield", "Wendle Vale", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q8", "text": "Do you own or rent your home?", "type": "single", "options": ["Own outright", "Own with a mortgage or loan", "Shared ownership (part own, part rent)", "Rent from a private landlord", "Rent from the council or a housing association", "Live rent-free", "Other", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q9", "text": "What is your age?", "type": "single", "options": ["18 to 34", "35 to 54", "55 to 74", "75 or older", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Two sources, reported separately and never added together. (1) Residents' panel: letters to 2,000 randomly selected addresses, inviting one adult per household, aiming for about 420 completes matched to the district's age and tenure profile; this is the estimate of district opinion. (2) Open consultation: the same questionnaire on the council website for anyone who wants to respond; it shows the views and strength of feeling of those who chose to take part, not of the district, and will be monitored for organised campaigns. Ward results to plus or minus 6 points would need about 267 panel completes per ward, about 1,600 in all, which the panel of about 420 cannot deliver: it gives about plus or minus 5 points for the district as a whole. We will report district-level results and results for wards grouped into larger areas (for example town and rural), flag any ward base under 50 as indicative only, and recommend boosting the panel in particular wards if councillors need ward-level figures.", "analysis_plan": [{"objective": "O1", "approach": "Q2 support and opposition on the panel with margins of error, shown beside the open consultation; panel by ward (grouped), tenure and age, with significance tests."}, {"objective": "O2", "approach": "Code Q1 answers into themes, separating any template or campaign text; Q2 and Q1 themes by households with a child under 3 or hygiene needs (Q6)."}, {"objective": "O3", "approach": "Q4 preferred option by source and by household needs; Q3 among those who oppose, also reported as a share of all respondents."}, {"objective": "O4", "approach": "Q5 likelihood to recycle more, by source and by Q2 view, treated as a stated intention."}]}, "responses": {"stakeholder_questions": ["The council leader: 'Residents support three-weekly collections, don't they? I want to tell full council we have their backing.'", "The cabinet member for environment: 'Nearly four in five people in the consultation oppose it. Shouldn't we just drop the proposal?'", "The head of waste services: 'If we offered larger bins, would most of the people who oppose come round?'"], "fielding": "Open consultation: the online questionnaire was open to anyone with the link on the council website from 11 May to 21 June 2026, promoted on the council's social media and in the residents' magazine. On 1 June a local group, Keep Brookfield Tidy, shared the link on social media and in leaflets with suggested wording for the comments box. 1,463 started and 1,318 completed (median 3 minutes 40 seconds). Residents' panel: letters to 2,000 randomly selected addresses invited one adult per household to the same online questionnaire from 11 May to 21 June 2026, with panel places filled to match the district's age and tenure profile; 460 started and 422 completed (median 4 minutes 10 seconds). Tables show the 1,318 open-consultation and 422 panel completes separately, unweighted; the two sources are never added together. Percentages are of each column's base.", "population": "The district's adults (Census 2021 and council tax records): aged 18 to 34 24%, 35 to 54 33%, 55 to 74 29%, 75 or older 14%; owner-occupiers 67%, renters 33%. Households by ward: Hollinbrook Town 30%, Ashby Marsh 20%, Kettlewell 18%, Stanmoor 16%, Brookfield 12%, Wendle Vale 4%. The council estimates that about 15% of households include a child under 3 or someone who uses continence or hygiene products.", "crosstabs": [{"question": "Q2", "title": "To what extent do you support or oppose collecting general waste every three weeks instead of every two weeks? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["Strongly support", [4.9, 17.3]], ["Tend to support", [9.8, 23.5]], ["Neither support nor oppose", [5.8, 10.4]], ["Tend to oppose", [19.4, 17.1]], ["Strongly oppose", [58.0, 28.2]], ["Don't know", [2.0, 3.6]], ["Net: support", [14.7, 40.8]], ["Net: oppose", [77.5, 45.3]]], "note": ""}, {"question": "Q2", "title": "To what extent do you support or oppose collecting general waste every three weeks instead of every two weeks? Residents' panel only", "columns": ["Total", "Child under 3 or hygiene products", "Neither", "Owner-occupier", "Renter", "18 to 34", "35 to 54", "55 to 74", "75 or older", "Hollinbrook Town", "Ashby Marsh", "Kettlewell", "Stanmoor", "Brookfield", "Wendle Vale"], "bases": [422, 54, 368, 282, 140, 110, 138, 123, 51, 133, 83, 76, 67, 47, 16], "rows": [["Strongly support", [17.3, 7.4, 18.8, 17.4, 17.1, 17.3, 16.7, 14.6, 25.5, 17.3, 12.0, 22.4, 17.9, 17.0, 18.8]], ["Tend to support", [23.5, 7.4, 25.8, 25.2, 20.0, 20.9, 23.9, 24.4, 25.5, 24.1, 28.9, 18.4, 16.4, 23.4, 43.8]], ["Neither support nor oppose", [10.4, 9.3, 10.6, 11.7, 7.9, 10.9, 10.9, 10.6, 7.8, 8.3, 16.9, 6.6, 10.4, 8.5, 18.8]], ["Tend to oppose", [17.1, 29.6, 15.2, 18.1, 15.0, 11.8, 15.2, 22.0, 21.6, 18.8, 10.8, 22.4, 20.9, 12.8, 6.2]], ["Strongly oppose", [28.2, 44.4, 25.8, 23.8, 37.1, 34.5, 29.7, 25.2, 17.6, 28.6, 22.9, 28.9, 34.3, 34.0, 6.2]], ["Don't know", [3.6, 1.9, 3.8, 3.9, 2.9, 4.5, 3.6, 3.3, 2.0, 3.0, 8.4, 1.3, 0.0, 4.3, 6.2]], ["Net: support", [40.8, 14.8, 44.6, 42.6, 37.1, 38.2, 40.6, 39.0, 51.0, 41.4, 41.0, 40.8, 34.3, 40.4, 62.5]], ["Net: oppose", [45.3, 74.1, 41.0, 41.8, 52.1, 46.4, 44.9, 47.2, 39.2, 47.4, 33.7, 51.3, 55.2, 46.8, 12.5]]], "note": "Residents' panel respondents only; the Total column is the whole panel."}, {"question": "Q2", "title": "To what extent do you support or oppose collecting general waste every three weeks instead of every two weeks? Open consultation only", "columns": ["Total", "Child under 3 or hygiene products", "Neither", "Hollinbrook Town", "Ashby Marsh", "Kettlewell", "Stanmoor", "Brookfield", "Wendle Vale"], "bases": [1318, 381, 937, 312, 175, 147, 145, 501, 38], "rows": [["Strongly support", [4.9, 1.8, 6.2, 3.5, 6.3, 8.8, 6.2, 4.0, 2.6]], ["Tend to support", [9.8, 2.4, 12.8, 11.9, 12.6, 12.9, 10.3, 6.4, 10.5]], ["Neither support nor oppose", [5.8, 4.7, 6.3, 5.8, 6.3, 5.4, 9.7, 5.0, 2.6]], ["Tend to oppose", [19.4, 24.7, 17.3, 22.4, 19.4, 15.6, 22.1, 17.8, 21.1]], ["Strongly oppose", [58.0, 65.4, 55.1, 52.6, 53.7, 55.1, 51.0, 65.7, 60.5]], ["Don't know", [2.0, 1.0, 2.3, 3.8, 1.7, 2.0, 0.7, 1.2, 2.6]], ["Net: support", [14.7, 4.2, 19.0, 15.4, 18.9, 21.8, 16.6, 10.4, 13.2]], ["Net: oppose", [77.5, 90.0, 72.4, 75.0, 73.1, 70.7, 73.1, 83.4, 81.6]]], "note": "Open consultation respondents only; the Total column is the whole open consultation."}, {"question": "Q3", "title": "If your household could have a larger general waste bin at no extra charge, would you support or oppose collecting general waste every three weeks? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1021, 191], "rows": [["Would support", [17.4, 22.5]], ["Would neither support nor oppose", [10.9, 9.4]], ["Would still oppose", [66.5, 61.3]], ["Don't know", [5.2, 6.8]]], "note": "Asked only of respondents who tend to oppose or strongly oppose at Q2."}, {"question": "Q4", "title": "Which of these options for general waste collection would you most prefer? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["Every three weeks across the whole district", [8.6, 22.0]], ["Every three weeks, with extra support for households that need it (for example a larger bin or extra collections of nappies and hygiene waste)", [25.9, 23.7]], ["Every three weeks in some areas first as a trial, then decide", [17.9, 25.4]], ["Keep collections every two weeks", [42.7, 24.6]], ["Don't know", [4.9, 4.3]]], "note": ""}, {"question": "Q4", "title": "Which of these options for general waste collection would you most prefer? Residents' panel only, by household", "columns": ["Total", "Child under 3 or hygiene products", "Neither"], "bases": [422, 54, 368], "rows": [["Every three weeks across the whole district", [22.0, 5.6, 24.5]], ["Every three weeks, with extra support for households that need it (for example a larger bin or extra collections of nappies and hygiene waste)", [23.7, 55.6, 19.0]], ["Every three weeks in some areas first as a trial, then decide", [25.4, 13.0, 27.2]], ["Keep collections every two weeks", [24.6, 25.9, 24.5]], ["Don't know", [4.3, 0.0, 4.9]]], "note": "Residents' panel respondents only; the Total column is the whole panel."}, {"question": "Q5", "title": "If general waste were collected every three weeks, how likely would you be to recycle more than you do now? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["Very likely", [9.6, 15.6]], ["Fairly likely", [14.6, 24.9]], ["Neither likely nor unlikely", [23.3, 16.1]], ["Fairly unlikely", [16.8, 13.7]], ["Very unlikely", [17.1, 15.4]], ["I already recycle everything I can", [15.2, 11.8]], ["Don't know", [3.4, 2.4]], ["Net: likely", [24.2, 40.5]]], "note": ""}, {"question": "Q6", "title": "Does your household include any of the following? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["A child aged under 3", [17.5, 7.1]], ["Someone who uses continence or other hygiene products that go in the general waste", [12.4, 5.9]], ["None of these", [71.1, 87.2]], ["Prefer not to say", [0.0, 0.0]]], "note": "Respondents could choose more than one answer, so columns can add up to more than 100%."}, {"question": "Q7", "title": "Which ward of the district do you live in? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["Hollinbrook Town", [23.7, 31.5]], ["Ashby Marsh", [13.3, 19.7]], ["Kettlewell", [11.2, 18.0]], ["Stanmoor", [11.0, 15.9]], ["Brookfield", [38.0, 11.1]], ["Wendle Vale", [2.9, 3.8]], ["Don't know", [0.0, 0.0]]], "note": ""}, {"question": "Q8", "title": "Do you own or rent your home? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["Own outright", [26.5, 19.2]], ["Own with a mortgage or loan", [55.0, 47.6]], ["Shared ownership (part own, part rent)", [0.0, 0.0]], ["Rent from a private landlord", [9.8, 17.3]], ["Rent from the council or a housing association", [8.7, 15.9]], ["Live rent-free", [0.0, 0.0]], ["Other", [0.0, 0.0]], ["Prefer not to say", [0.0, 0.0]]], "note": ""}, {"question": "Q9", "title": "What is your age? By source", "columns": ["Open consultation", "Residents' panel"], "bases": [1318, 422], "rows": [["18 to 34", [15.3, 26.1]], ["35 to 54", [41.2, 32.7]], ["55 to 74", [31.0, 29.1]], ["75 or older", [12.5, 12.1]], ["Prefer not to say", [0.0, 0.0]]], "note": ""}], "open_question": "Q1. The council is considering collecting general waste (the black bin) every three weeks instead of every two weeks. Food waste would still be collected every week and recycling every two weeks. How, if at all, would this change affect your household?", "verbatims": [{"respondent": "C0005", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0007", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0017", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We already have to squash everything down to get the lid closed on collection morning. Three weeks would be impossible without bags left on the ground next to it."}, {"respondent": "C0021", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0028", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We already pay a hefty council tax bill for a modest terraced house, so being offered a thinner service for the same price is galling. Reduce the charge if you reduce the collections."}, {"respondent": "C0029", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0037", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0038", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Very negatively. A full bin at two weeks becomes an overflowing bin at three, and baby waste rotting in it would stink the whole house out and invite rats."}, {"respondent": "C0041", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0047", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0049", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our bin would be spilling over. It's close to full at the moment after a fortnight, and there are four of us adults here."}, {"respondent": "C0050", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0051", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0055", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0058", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0059", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0062", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0064", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0065", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0071", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0075", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0079", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I would be more accepting if the council tax were frozen or lowered, but it's not. We'd pay in full for a service that's been cut by a third."}, {"respondent": "C0080", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0082", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0086", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our bin is full to the top by collection day already, so a third week is impossible without it spilling over. We pay council tax for a proper service and this is just a cut dressed up as something else."}, {"respondent": "C0093", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0098", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Frankly we're being short-changed. Council tax has risen by about 5% in the last year, and the reward is one less bin collection every six weeks or so."}, {"respondent": "C0100", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0101", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0105", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0112", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Three adults share our house and the black bin is usually bursting before the lorry arrives. It simply isn't big enough for three weeks of rubbish. We pay our council tax in full, so cutting the service while charging the same feels like a rip-off."}, {"respondent": "C0113", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0114", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0116", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0125", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "We'd get stricter with ourselves about recycling. Can't see it as anything but good for the environment."}, {"respondent": "C0143", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0145", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0146", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0150", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0154", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0158", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0167", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0173", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0174", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0180", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "It would attract vermin. We've got a rat problem on our estate already and loads of nappy waste would make it worse."}, {"respondent": "C0184", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0189", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0191", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Would encourage us to recycle more. Environmentally it makes sense so I'm happy with the plan."}, {"respondent": "C0212", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Would make us think harder about what we chuck out. Better for the environment, so I back the change."}, {"respondent": "C0213", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0222", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0229", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Renter"}, "text": "As a pensioner on a fixed income I still manage to pay my council tax in full, and I resent getting a poorer service for it. It's the principle of the thing."}, {"respondent": "C0232", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0236", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0239", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0240", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0242", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I'm worried about rats and mice getting at the bin. We live next to a park and they're already around, and a bin full of nappies for three weeks is basically an invitation."}, {"respondent": "C0247", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our bin is stuffed by the end of each fortnight and the lid won't shut. Three weeks would be unmanageable for us. Honestly feels like paying more council tax for a reduced service."}, {"respondent": "C0249", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0251", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0252", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0253", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Make no odds to me. One person, one small bag of general rubbish every so often."}, {"respondent": "C0258", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0262", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would push us to be greener. We'd reduce what we throw away and make more use of the recycling bin."}, {"respondent": "C0267", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0272", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0275", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Very little difference, as we're a household of two and recycle everything we can. Bin's usually only a third full when collected."}, {"respondent": "C0281", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0282", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0283", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Fly-tipping will go up, no doubt about it. Bags will end up in lay-bys and down the lane by the farm."}, {"respondent": "C0285", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0293", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0305", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0309", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Not an issue for our household. The black bin is the least used of all our bins by a long way."}, {"respondent": "C0312", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "The foxes round here already knock bins over. A fuller, smellier bin for longer will make that much worse and spread dirty nappies down the road."}, {"respondent": "C0313", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "A third week would just overflow our bin. It's too small for a household of six as it is."}, {"respondent": "C0315", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Very badly. Four adults live here and the bin is nearly full after one week, never mind three. It'd overflow constantly. Council tax isn't getting any cheaper, so why are we getting less?"}, {"respondent": "C0316", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0320", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "Our wheelie bin is practically full after a fortnight. With a third week it would overflow."}, {"respondent": "C0321", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0323", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0328", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0329", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0336", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0338", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0340", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0343", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I live with my partner, her two grown-up sons and my mum, so the bin is chock-full every second Thursday. Stretching it to three weeks just won't work for a house this size."}, {"respondent": "C0349", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0351", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0353", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0355", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0356", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0357", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0364", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0370", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "no change to what we pay but fewer collections, so not good value in my view"}, {"respondent": "C0371", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would smell and bring in vermin. Simple as that."}, {"respondent": "C0372", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0376", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0393", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0397", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0401", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0403", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Some residents will inevitably put overflow bags out beside the wheelie bin, and others will drive off and tip them in a lay-by. Then the council pays to clear it anyway."}, {"respondent": "C0406", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0410", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0413", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0416", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0424", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "Brilliant idea in my opinion. Less rubbish going to landfill because folk will have to recycle more."}, {"respondent": "C0427", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It'd overflow, plain and simple. There are five of us in a three-bed semi and the lid barely closes as it is."}, {"respondent": "C0433", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I think it would be unpleasant and unhealthy. Full nappies in a hot bin, maggots in summer, and the risk of rats."}, {"respondent": "C0434", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Smelly bin, plain and simple. Especially with pet waste and nappies in there."}, {"respondent": "C0438", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0443", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0453", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0458", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0468", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Honestly I don't see how it could work for us. Two adults, three kids, and the bin is brimming by the time they come. Bags would end up all over the side passage."}, {"respondent": "C0470", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "My household would cope fine, but I really fear for the area. There'll be bags slung in hedgerows and left on street corners by people who've run out of room."}, {"respondent": "C0472", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Would be a good incentive for us to reduce our waste. Landfill is a problem and this helps."}, {"respondent": "C0475", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0482", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0484", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0485", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "bin is always full to the brim before collection, wouldnt hold another week of rubbish. we pay our council tax on time every month so id expect the current service to stay, not get worse for the same money."}, {"respondent": "C0486", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0492", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0494", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0503", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0514", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0519", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0524", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0525", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0532", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "smell. that's my main concern, nappies sitting there for 21 days"}, {"respondent": "C0534", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0536", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0538", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We pay our council tax on time every year and now we're getting less for it. Three weeks between collections is a cut in service, so where's the reduction in the bill?"}, {"respondent": "C0541", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0544", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Shouldn't make any difference to us. We've got a decent sized bin and barely use half of it between collections."}, {"respondent": "C0551", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0555", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0562", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Our bin overflows as it is sometimes! Three weeks is just too long for a bin that size with this many of us in the house."}, {"respondent": "C0564", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "As someone who changes adult pads for my disabled brother, I can tell you this would be a nightmare for smell and hygiene. Bags will be sitting for weeks, attracting flies."}, {"respondent": "C0566", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "Not value for money at all. I pay for a service and it's being reduced while the bill keeps climbing."}, {"respondent": "C0568", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0571", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0573", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0574", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Bin gets full up well before the two weeks are over, so three weeks would definitely overflow. We'd have no choice but to leave sacks out."}, {"respondent": "C0588", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0590", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0602", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Bin is already packed by collection day, so it would definitely overflow with three weeks between. Big family here, seven of us."}, {"respondent": "C0604", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I have a large family, and our black bin is completely full every fortnight. Adding a week would leave us with sacks everywhere, since the bin just isn't big enough."}, {"respondent": "C0633", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Totally behind it. Throwing away less is something we should all be doing anyway."}, {"respondent": "C0634", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0636", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0637", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0638", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0642", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0643", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0646", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0652", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0654", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "it would overflow. we're a house of 5 adults and the bin is full every time"}, {"respondent": "C0655", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0663", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "We're a family of six and the black bin is jammed full every collection. Three weeks would mean bags on the ground, and foxes round here tear them open and spread nappies across the road."}, {"respondent": "C0672", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i think its a bad deal. pay more, get less. why would anyone be happy with that"}, {"respondent": "C0673", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0681", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0684", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Pretty badly, to be honest. There's six of us here and the bin is brimming over by collection day. A longer gap means rubbish spilling out."}, {"respondent": "C0688", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0695", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Wouldn't fit. Our bin is full by the end of week two, no question."}, {"respondent": "C0702", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0720", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0727", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0729", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0733", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0735", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0737", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0738", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0748", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0749", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0751", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It'll encourage dumping. Not everyone has a big garden or shed to store spare bags, so they'll leave them by the bins or take them somewhere quiet and leave them there."}, {"respondent": "C0759", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0760", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0762", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0770", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0771", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would motivate us to cut back our rubbish. I am in favour because it helps the environment."}, {"respondent": "C0773", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0775", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0783", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0795", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Overflowing bin, bags on the drive. That's what we'd get. It's already full by collection day."}, {"respondent": "C0796", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0798", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would encourage our family to cut down on rubbish and use the recycling bin properly. Good for the environment."}, {"respondent": "C0804", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0807", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Poor value. We pay a lot in council tax and this is a reduction in what we get for it."}, {"respondent": "C0809", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It's simply a saving for the council at our expense. We're still paying the full amount and getting fewer collections, which is hardly good value."}, {"respondent": "C0818", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our household is seven people across three generations. The black bin is overflowing most fortnights already, so another week would be impossible to manage."}, {"respondent": "C0819", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0821", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Foxes. They rip open anything that smells, and a bin loaded with three weeks of nappy sacks will smell for miles."}, {"respondent": "C0822", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "My mum uses continence pads daily and lives with us. Leaving those in the bin for three weeks is a health worry and the smell will be awful."}, {"respondent": "C0827", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0830", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0833", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Less service, same council tax. Simple as that."}, {"respondent": "C0836", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0838", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0839", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0848", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0849", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0851", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "three weeks is too long for nappy waste to sit in a bin. ours is full after two weeks anyway so it will overflow and the foxes will get in. we have twins"}, {"respondent": "C0853", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would make very little difference. We're a couple who cook from scratch, compost garden waste and recycle plenty, so the black bin is mostly empty."}, {"respondent": "C0855", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0861", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0867", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd run out of space. Our bin is full after two weeks with three adults and two children, so we'd definitely have overflow with a longer wait."}, {"respondent": "C0871", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0872", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "pongy bins and probably foxes spreading rubbish everywhere. we have a baby so loads of nappies"}, {"respondent": "C0873", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0876", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0881", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0898", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0902", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0906", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0908", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C0914", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I'm not against change in principle, but I don't see any saving passed on to us. Paying more for less is hard to swallow."}, {"respondent": "C0915", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0916", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0918", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "we will see rubbish bags left next to bins every third week, and probably more dumped in the alley at the back of the shops"}, {"respondent": "C0919", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0923", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "bin is full already when they come, so no, it wouldnt cope with an extra week"}, {"respondent": "C0926", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Bin already full. Three weeks = overflowing. Simple as that."}, {"respondent": "C0928", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0930", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0932", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0934", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Flies. Lots of flies. Our bin is by the back door and they'd get in the kitchen."}, {"respondent": "C0937", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0943", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0948", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0949", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "With my mum's continence pads in our bin, I can't imagine keeping them three weeks. It would be smelly, unhygienic, and the neighbours would complain."}, {"respondent": "C0951", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C0952", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It wouldn't affect us. Since the weekly food waste started our black bin has hardly had anything in it, so three weeks is no problem."}, {"respondent": "C0955", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Three weeks is simply too long for nappies. The whole garden would smell and I'd be worried about rats."}, {"respondent": "C0959", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Every year the bill goes up by a few percent and every year something gets reduced. Collecting black bins less often for the same money is a poor return on what we pay."}, {"respondent": "C0963", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "It would overflow. We barely manage in two weeks. And dirty pads from my mother's care sitting in there for three would smell and draw flies and maggots."}, {"respondent": "C0964", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Where I live there's a little cut-through between the garages that's constantly littered. Three-weekly collections will mean even more black bags dumped there, mark my words."}, {"respondent": "C0971", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "Flies everywhere, I'd imagine. We get loads around the bin lid in August as it is."}, {"respondent": "C0973", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Too small. Our bin is nearly full after a fortnight, so three weeks would see it spilling over."}, {"respondent": "C0975", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C0980", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C0981", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "honestly it would be a nightmare. we fill the bin to the brim every two weeks, so three weeks = bags on the driveway. and we pay nearly £2k a year in council tax for this?"}, {"respondent": "C0983", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "The alleys between our streets will fill up with abandoned rubbish bags. Already had that when they trialled fortnightly collections for the bulky waste. It'll be worse with three weeks."}, {"respondent": "C0988", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1000", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1004", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I think it'd make a lot of people, including me, finally take recycling seriously. Support it."}, {"respondent": "C1007", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our bin is already full to the brim by the end of two weeks. Three weeks would mean bags piled up next to it. We simply wouldn't cope."}, {"respondent": "C1014", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1016", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1018", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd become more disciplined about recycling and throw less away. Good for the environment, so yes from me."}, {"respondent": "C1020", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1022", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Honestly, the idea of used nappies fermenting in a plastic bin for 21 days makes me feel sick. Flies will be laying eggs in there by day five."}, {"respondent": "C1029", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1037", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "A sensible step towards a greener district. We'd throw away less and recycle more."}, {"respondent": "C1040", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1042", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1049", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1051", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1053", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Our bin is too small for four of us even now; it's packed solid every second Tuesday. Extra week means bags outside, and that means foxes, mess and a terrible smell from the nappies."}, {"respondent": "C1054", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1056", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1062", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1068", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1080", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1088", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Honestly I dread the thought of opening the lid after three weeks of hot weather. Maggots crawling up the sides, a stench in the garden, and we've two toddlers who play out there."}, {"respondent": "C1093", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1098", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1102", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1103", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1107", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1117", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd have rubbish bags stacked around the bin within a week. It's already full to the top when collection day arrives."}, {"respondent": "C1119", "segment": {"source": "Open consultation", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Think it's a really good move. Less going in the black bin and more being recycled, as it should be."}, {"respondent": "C1121", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1127", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1130", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Will my council tax bill drop by a third? Thought not. Then it's a worse deal for us, plain and simple."}, {"respondent": "C1137", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1147", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1156", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1159", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Great move by the council. Less landfill if everyone is pushed to recycle more."}, {"respondent": "C1160", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I don't think it'll affect us personally, but I expect neighbours with big families will leave extra sacks out on the street or sneak them into the woods off Mill Road."}, {"respondent": "C1162", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1163", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Council tax goes up every year and services go down. This is just another example. Where is the money going?"}, {"respondent": "C1164", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I worry about hygiene. Dirty nappies and wet wipes sitting in a warm bin that long means bacteria, bad smells, and flies getting in the house."}, {"respondent": "C1168", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "my bin is nearly full after 2 weeks so would definitely overflow, and the baby's nappies would smell and get maggots in warm weather"}, {"respondent": "C1170", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1175", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Three weeks is far too long for the size of bin we've got. It's nearly full at the two-week point already, and there are four adults living here."}, {"respondent": "C1183", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1190", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1191", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "We'd struggle massively. Five adults in a terraced house, one standard bin, and it's brimming every time already."}, {"respondent": "C1192", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1196", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1202", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1206", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1211", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1215", "segment": {"source": "Open consultation", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1217", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Council tax is meant to pay for essentials like bin collections. If they're being cut back, I want to see my bill cut back too."}, {"respondent": "C1221", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1229", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1231", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i object to the proposal for 3-weekly bin collections. black bins will overflow, smell and attract flies and rats especially in summer and for families with nappies. it will lead to more flytipping in our lanes. keep fortnightly collections"}, {"respondent": "C1242", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "With my husband, our three children and my elderly dad all at home, the black bin is stuffed every two weeks. Three weeks would see it overflowing badly."}, {"respondent": "C1243", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "The black bin would become a health hazard for us. My husband has a stoma and the used bags and dressings can't go anywhere else, and they'd sit festering for three weeks."}, {"respondent": "C1245", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1249", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our Band D bill is already well over £2,000 a year. If you're going to collect less, then charge us less. I can't see how this is fair on those who pay."}, {"respondent": "C1258", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We're a family of six and our standard-sized bin is always bursting by collection day. Three weeks would mean it overflowing and bags sitting in the garden."}, {"respondent": "C1265", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd get better at recycling, plain and simple. Fully support the proposal."}, {"respondent": "C1270", "segment": {"source": "Open consultation", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "It would be too small. Already hitting the top by day thirteen or fourteen, so we'd have rubbish spilling out and no sensible place to store it."}, {"respondent": "C1278", "segment": {"source": "Open consultation", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1279", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "C1281", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Rubbish would spill out of the bin and the smell from soiled incontinence products would be terrible. Our bin is already full at two weeks with a household of four adults, one of whom is disabled."}, {"respondent": "C1283", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to the proposal for three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections."}, {"respondent": "C1290", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1294", "segment": {"source": "Open consultation", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "Bin already full by the second week. A third week would mean bags piled up beside it. Paying more council tax each year for fewer collections is a joke."}, {"respondent": "C1295", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I object to three-weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies, and it will lead to more fly-tipping in our lanes. Keep fortnightly collections. Keep Brookfield Tidy."}, {"respondent": "C1315", "segment": {"source": "Open consultation", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "I strongly object to the proposal for three weekly bin collections. Black bins will overflow, smell and attract flies and rats, especially in summer and for families with nappies. It will lead to more fly-tipping in our lanes. Keep fortnightly collections!"}, {"respondent": "P0008", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Positive for us. We'd focus on recycling and cutting down our general rubbish, which is better for the planet."}, {"respondent": "P0011", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "No real effect. We're two adults, both at work all day, and we generate very little general waste."}, {"respondent": "P0016", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Renter"}, "text": "I'm in favour. Three weeks would make my family cut down on waste and recycle more, which helps the environment."}, {"respondent": "P0017", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "it will make us sort things better and bin less. fully agree with the change"}, {"respondent": "P0023", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "it's already hard to get the lid shut by day 14, so a third week would just mean it overflowing everywhere"}, {"respondent": "P0033", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "More fly-tipping in the countryside, I'd imagine. Our lane already gets fridge freezers and bags of household rubbish, and this would only add to it."}, {"respondent": "P0035", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "Honestly? Dumped bags everywhere. People get desperate when the bin is full by week two and they'll leave sacks on the verge or by the bottle bank."}, {"respondent": "P0041", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Fine by me, and good for the planet. We'd just recycle more of what we currently throw in the black bin."}, {"respondent": "P0046", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would definitely make us recycle more. Our black bin would see much less, and that's better for the environment."}, {"respondent": "P0047", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "For us it would mean even more recycling and a lot less in the black bin. I think it's a good change."}, {"respondent": "P0051", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Wouldn't work, our bin's nearly full by day 10 or so with all of us at home."}, {"respondent": "P0053", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "This would push my household to recycle a lot more. It's better for the environment so I'm glad it's proposed."}, {"respondent": "P0056", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Terrible for us. Three adults and three kids means the bin's full to bursting at two weeks, never mind three."}, {"respondent": "P0062", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would make everyone in our house more mindful of waste. Good for the environment and I fully support it."}, {"respondent": "P0065", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "People will just leave black bags next to their bins when they're full. They'll be left there for days and spill all over the pavement."}, {"respondent": "P0068", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Support. People will have to recycle properly instead of lazily binning everything."}, {"respondent": "P0069", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Good idea. We'd sort our rubbish properly and throw less away."}, {"respondent": "P0070", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Value for money is my worry. We pay the same council tax as before, yet get one fewer collection every cycle. Where's the benefit for us?"}, {"respondent": "P0079", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We've paid council tax for twenty-odd years in Hollinbrook and every few years we seem to get a bit less for it. This is the latest cut and I'd want some of the money back."}, {"respondent": "P0096", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "Support it. If less general waste is collected, people will recycle more and the environment wins."}, {"respondent": "P0104", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "We have a big household, three adults and three teenagers, and the black bin is at capacity every collection. An extra week and it'd be spilling over the top."}, {"respondent": "P0107", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "stinky and full of flies by week three, i guarantee it"}, {"respondent": "P0109", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Same bill, worse service. Not acceptable."}, {"respondent": "P0120", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Absolutely support it. People will recycle more if they have to, and the planet benefits."}, {"respondent": "P0125", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Positive effect. Fewer bags of general waste and more recycled. Bring it in."}, {"respondent": "P0130", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "With a big family, our black bin is already overflowing at two weeks. Making us wait three would mean rubbish stacking up outside. We're paying council tax and getting less for it, which seems wrong."}, {"respondent": "P0131", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "As a household of four grown adults we fill the black bin to the brim every two weeks. Three weeks would be far too much for it to hold."}, {"respondent": "P0137", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "so we pay the same and get fewer collections?? doesnt seem right to me"}, {"respondent": "P0139", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "we have 5 people in our house and the bin is overflowing already. add 3 weeks of mucky waste in warm weather and we'll have rats and flies, plus bags piled up next to it"}, {"respondent": "P0140", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "It'd be pretty much the same for us. We don't produce much general waste and the weekly food collection takes most of it."}, {"respondent": "P0145", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Yes I agree with it. We need to reduce waste and this encourages recycling."}, {"respondent": "P0146", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "Honestly it'd be a nudge in the right direction. We'd waste less and recycle more, and the environment benefits."}, {"respondent": "P0150", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "yes please, anything that gets people recycling more is good in my book"}, {"respondent": "P0155", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "i think its a great idea, makes people recyle more and cuts landfill"}, {"respondent": "P0164", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Cutting a service while keeping charges the same, or putting them up, isnt good value. I'd expect a rebate at the very least."}, {"respondent": "P0165", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Little difference to our household. Me and my partner are rarely home for meals and the black bin takes weeks to fill."}, {"respondent": "P0166", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I'd recycle more and buy less packaging. Good for the environment and I'm happy to see it introduced."}, {"respondent": "P0168", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Shouldn't change anything in our house. Food waste is still weekly and that's most of our rubbish, so we're happy to carry on as we are. No worries here."}, {"respondent": "P0171", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I'm all for it. Less in the black bin, more in the recycling."}, {"respondent": "P0180", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd end up recycling a lot more cardboard and plastic instead of lazily binning it. I fully support the change."}, {"respondent": "P0182", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Renter"}, "text": "I can see fly-tipping getting much worse around here, especially the country roads where nobody's watching. Bags left in gateways, that sort of thing."}, {"respondent": "P0184", "segment": {"source": "Residents' panel", "ward": "Wendle Vale", "household": "Child under 3 or hygiene products", "tenure": "Renter"}, "text": "I'm pleased the council is doing this. It would make our household recycle more than we do now."}, {"respondent": "P0188", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Would get us recycling better. I'm in favour as anything helping the environment is worth doing."}, {"respondent": "P0191", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I live alone and produce hardly any general waste, so every three weeks would be fine. Wouldn't notice the difference."}, {"respondent": "P0193", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would make us recycle more, which can only be good for the environment. Fully support it."}, {"respondent": "P0195", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "It would give our household extra motivation to recycle everything we can. Great for the environment, and I support the change."}, {"respondent": "P0202", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It would overflow every time. Even now we're cramming things down so the lid will shut on collection morning."}, {"respondent": "P0207", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "It would smell terrible in summer. Even with food waste taken weekly, nappy waste in a closed black bin cooks in the heat."}, {"respondent": "P0213", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I feel ripped off tbh. Council tax is one of our biggest outgoings and now they want to do less for it."}, {"respondent": "P0217", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "Fly-tipping. I'd expect to see black bags in lay-bys on the bypass within a month."}, {"respondent": "P0220", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Renter"}, "text": "Probably nothing changes for us. We use the food caddy and recycling properly so the general waste is minimal."}, {"respondent": "P0225", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Good. Our household would aim to produce much less general waste and recycle everything we can."}, {"respondent": "P0230", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "I can't see how we'd cope with the smell. Nappies from twins, in a bin that bakes in the sun, for three weeks. Flies would be inevitable."}, {"respondent": "P0232", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Overflowing, definitely. We're a family of five and already struggle to fit everything in by day 14."}, {"respondent": "P0235", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "I support this. We'd cut back on what we throw away and recycle more."}, {"respondent": "P0236", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Honestly we'd be stuffed. Bin's full by day 11 or 12 already."}, {"respondent": "P0237", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Good idea, it'll make us think twice before putting things in the black bin. Better for the environment."}, {"respondent": "P0238", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Would help us reduce our waste even further. Landfill needs to shrink and this is a good way to do it."}, {"respondent": "P0241", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Good. People need a push to recycle more and this provides it."}, {"respondent": "P0248", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I like it. Anything that cuts the amount of rubbish we produce is good news for the environment."}, {"respondent": "P0251", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "Our bin would overflow, no doubt about it. It's about 90% full by collection day as things stand."}, {"respondent": "P0259", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd be paying for a fortnightly service and receiving a three-weekly one. Either cut the tax or leave the bins alone."}, {"respondent": "P0269", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It's a reduction in service and I haven't been told of any reduction in council tax. I expect more for my money, not less."}, {"respondent": "P0270", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Welcome change. It would make us put more effort into recycling and reduce what goes to landfill."}, {"respondent": "P0275", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Renter"}, "text": "Maggots! Had them once in a hot spell when a collection was missed, never again please."}, {"respondent": "P0283", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "If the council saves money by collecting less, that saving should come off our bills. Otherwise we're paying the same for a worse service."}, {"respondent": "P0287", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "We'd end up sorting more into recycling and throwing away less overall. Good policy."}, {"respondent": "P0289", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our bin only just copes with two weeks. I'd say it's about full to the top by then, so a third week would mean it overflowing for sure."}, {"respondent": "P0297", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We have three kids at primary school and the bin is jam-packed by the time the lorry comes. Adding another week means rubbish on the driveway, I can't see any other outcome."}, {"respondent": "P0299", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Maggots in July, probably. And a stench that lingers."}, {"respondent": "P0300", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "I welcome it. It'll make my household recycle more and bin less."}, {"respondent": "P0304", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Good for the environment, and it'd make us think about our waste more. Supportive."}, {"respondent": "P0311", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Can't see how we'd cope, the bin is crammed by day 12 or so as it is. Paying the same tax for a third less service is unfair."}, {"respondent": "P0312", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "It'd make us pay more attention to what goes in which bin. Good for the environment, so I'm for it."}, {"respondent": "P0319", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "the bin is already near full at two weeks so a third week would overflow, simple. we have two teenagers and a ten-year-old so lots of waste"}, {"respondent": "P0320", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I can't see it fitting. Family of five, bin full each fortnight, and no room to store extra bags."}, {"respondent": "P0321", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We'd definitely recycle more. I back it because it's better for the environment."}, {"respondent": "P0322", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "We're a household of eight, two families sharing, and the bin is crammed full by the end of each fortnight. Another week is just not possible with the bin we have."}, {"respondent": "P0325", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Renter"}, "text": "I expect a spike in fly tipping around the village, particularly down the track by the playing field. Folk will get fed up with an overflowing bin and just offload it somewhere."}, {"respondent": "P0330", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Fewer collections for the same money is effectively a stealth tax rise. I expect a service in return for what I pay each month by direct debit."}, {"respondent": "P0332", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Neither", "tenure": "Renter"}, "text": "Not enough room. Full by collection day now."}, {"respondent": "P0333", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I worry about the lanes round Hollinbrook. We already get bin bags thrown over hedges and gateways, and this will encourage even more of it."}, {"respondent": "P0339", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Our household pays nearly £180 a month in council tax and the basic job of emptying the bin is being scaled back. That doesn't feel like fair value to me."}, {"respondent": "P0345", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "The black bin is already full by collection day, so another seven days of rubbish just wouldn't fit. We'd have bags piled up around it."}, {"respondent": "P0351", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Pleased about this proposal. It gives households a reason to reduce waste and recycle everything possible."}, {"respondent": "P0357", "segment": {"source": "Residents' panel", "ward": "Wendle Vale", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I think it's overdue. It'll encourage everyone to recycle more and reduce waste."}, {"respondent": "P0359", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Rats already visit our street. Bin full at two weeks, and three weeks of soiled nappies would make it worse, plus we'd have no space and rubbish piling by the gate."}, {"respondent": "P0363", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Honestly it feels like paying the same restaurant bill for a smaller meal. My council tax went up again in April and now the bin gets emptied less often?"}, {"respondent": "P0364", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Paying more every year for less every year. Three-weekly bins are just the next step in that."}, {"respondent": "P0367", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Would stink out our small courtyard. No side access, so the bin sits right by the kitchen window, and in summer the flies would be coming in."}, {"respondent": "P0380", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "No impact on our household. Our general waste is tiny now that food has its own weekly collection."}, {"respondent": "P0382", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "A good nudge for us to throw less away. I support the council on this one."}, {"respondent": "P0385", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I doubt we'd even notice. I'm a pensioner living alone and my black bin has about one carrier bag in it by collection day."}, {"respondent": "P0388", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Owner-occupier"}, "text": "With four adults sharing the house, the black bin is overflowing before collection day now. An extra week would be a nightmare."}, {"respondent": "P0389", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Renter"}, "text": "The bin is nearly full after two weeks as it is, even though we recycle carefully. Another week's worth simply wouldn't fit and we'd be left with bags on the path."}, {"respondent": "P0399", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Wouldn't make much difference to us. Just me in the house and the black bin is rarely more than half full by collection day."}, {"respondent": "P0400", "segment": {"source": "Residents' panel", "ward": "Hollinbrook Town", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Makes sense to me. The less we send to landfill the better, and this will push people to recycle."}, {"respondent": "P0401", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "Happy with it. It will cut down how much rubbish we create and raise how much we recycle."}, {"respondent": "P0409", "segment": {"source": "Residents' panel", "ward": "Kettlewell", "household": "Neither", "tenure": "Owner-occupier"}, "text": "I really don't think we'd notice any change. We're a small household and the bin is never full when the crew comes round."}, {"respondent": "P0410", "segment": {"source": "Residents' panel", "ward": "Ashby Marsh", "household": "Neither", "tenure": "Renter"}, "text": "Would be a real struggle. Our bin's pretty much full by the end of the second week, and there's nowhere to put extra bags except beside it."}, {"respondent": "P0416", "segment": {"source": "Residents' panel", "ward": "Stanmoor", "household": "Neither", "tenure": "Owner-occupier"}, "text": "It'd make us more eco-conscious as a family. Less general waste and more recycling, so I support it."}, {"respondent": "P0419", "segment": {"source": "Residents' panel", "ward": "Brookfield", "household": "Child under 3 or hygiene products", "tenure": "Owner-occupier"}, "text": "Large family, small bin, already full. Three weeks of nappies and hygiene waste would mean smells, flies, and bags left on the drive for foxes to tear open."}]}, "numeric_questions": ["oppose_consultation", "oppose_panel", "support_panel", "support_panel_margin", "tenure_gap_significant", "extra_support_needs", "campaign_comments", "hygiene_panel", "larger_bin_all_panel", "recycle_likely_panel", "panel_response_rate"], "truth": {"numeric": [{"id": "oppose_consultation", "question": "What percentage of open-consultation respondents tend to oppose or strongly oppose collecting general waste every three weeks (Q2)?", "answer": 77.5, "tolerance": 1.0, "unit": "percent"}, {"id": "oppose_panel", "question": "What percentage of residents' panel respondents tend to oppose or strongly oppose collecting general waste every three weeks (Q2)?", "answer": 45.3, "tolerance": 1.0, "unit": "percent"}, {"id": "support_panel", "question": "What percentage of residents' panel respondents strongly support or tend to support collecting general waste every three weeks (Q2)?", "answer": 40.8, "tolerance": 1.0, "unit": "percent"}, {"id": "support_panel_margin", "question": "What is the 95% margin of error, in percentage points, on the share of residents' panel respondents who support the change (strongly or tend to)?", "answer": 4.69, "tolerance": 0.3, "unit": "points"}, {"id": "tenure_gap_significant", "question": "On the residents' panel, is the difference in the share supporting the change (strongly or tend to) between owner-occupiers and renters statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "extra_support_needs", "question": "Among residents' panel respondents whose household includes a child under 3 or someone who uses continence or other hygiene products, what percentage chose 'every three weeks, with extra support for households that need it' as their preferred option (Q4)?", "answer": 55.6, "tolerance": 1.0, "unit": "percent"}, {"id": "campaign_comments", "question": "How many of the open-text answers are copies or near-copies of the template comment circulated by a local group?", "answer": 209.0, "tolerance": 31.0, "unit": "count"}, {"id": "hygiene_panel", "question": "How many of the open-text answers from residents' panel respondents mention hygiene: smell, flies, maggots or vermin, or nappies or hygiene waste sitting in the bin?", "answer": 9.0, "tolerance": 2.0, "unit": "count"}, {"id": "larger_bin_all_panel", "question": "As a percentage of all residents' panel respondents, how many oppose the change at Q2 and said they would support it if their household could have a larger bin at no extra charge (Q3)?", "answer": 10.2, "tolerance": 1.0, "unit": "percent"}, {"id": "recycle_likely_panel", "question": "What percentage of residents' panel respondents said they would be very or fairly likely to recycle more if general waste were collected every three weeks (Q5)?", "answer": 40.5, "tolerance": 1.0, "unit": "percent"}, {"id": "panel_response_rate", "question": "What percentage of the addresses invited by letter to the residents' panel produced a completed questionnaire?", "answer": 21.1, "tolerance": 0.2, "unit": "percent"}], "themes": [{"id": "hygiene", "name": "Hygiene", "description": "Smell, flies, maggots or vermin; nappies or hygiene waste sitting in the bin", "members": ["C0038", "C0180", "C0242", "C0312", "C0371", "C0433", "C0434", "C0532", "C0564", "C0663", "C0821", "C0822", "C0851", "C0872", "C0934", "C0949", "C0955", "C0963", "C0971", "C1022", "C1053", "C1088", "C1164", "C1168", "C1243", "C1281", "P0107", "P0139", "P0207", "P0230", "P0275", "P0299", "P0359", "P0367", "P0419"]}, {"id": "space", "name": "Bin space", "description": "The bin is too small or would overflow over three weeks", "members": ["C0017", "C0038", "C0049", "C0086", "C0112", "C0247", "C0313", "C0315", "C0320", "C0343", "C0427", "C0468", "C0485", "C0562", "C0574", "C0602", "C0604", "C0654", "C0663", "C0684", "C0695", "C0795", "C0818", "C0851", "C0867", "C0923", "C0926", "C0963", "C0973", "C0981", "C1007", "C1053", "C1117", "C1168", "C1175", "C1191", "C1242", "C1258", "C1270", "C1281", "C1294", "P0023", "P0051", "P0056", "P0104", "P0130", "P0131", "P0139", "P0202", "P0232", "P0236", "P0251", "P0289", "P0297", "P0311", "P0319", "P0320", "P0322", "P0332", "P0345", "P0359", "P0388", "P0389", "P0410", "P0419"]}, {"id": "flytipping", "name": "Fly-tipping", "description": "More fly-tipping or bags dumped in the area", "members": ["C0283", "C0403", "C0470", "C0751", "C0918", "C0964", "C0983", "C1160", "P0033", "P0035", "P0065", "P0182", "P0217", "P0325", "P0333"]}, {"id": "environment", "name": "In favour: recycling and environment", "description": "It would make people recycle more; good for the environment; supports it", "members": ["C0125", "C0191", "C0212", "C0262", "C0424", "C0472", "C0633", "C0771", "C0798", "C1004", "C1018", "C1037", "C1119", "C1159", "C1265", "P0008", "P0016", "P0017", "P0041", "P0046", "P0047", "P0053", "P0062", "P0068", "P0069", "P0096", "P0120", "P0125", "P0145", "P0146", "P0150", "P0155", "P0166", "P0171", "P0180", "P0184", "P0188", "P0193", "P0195", "P0225", "P0235", "P0237", "P0238", "P0241", "P0248", "P0270", "P0287", "P0300", "P0304", "P0312", "P0321", "P0351", "P0357", "P0382", "P0400", "P0401", "P0416"]}, {"id": "cost", "name": "Value for money", "description": "Paying the same council tax for less service", "members": ["C0028", "C0079", "C0086", "C0098", "C0112", "C0229", "C0247", "C0315", "C0370", "C0485", "C0538", "C0566", "C0672", "C0807", "C0809", "C0833", "C0914", "C0959", "C0981", "C1130", "C1163", "C1217", "C1249", "C1294", "P0070", "P0079", "P0109", "P0130", "P0137", "P0164", "P0213", "P0259", "P0269", "P0283", "P0311", "P0330", "P0339", "P0363", "P0364"]}, {"id": "campaign", "name": "Campaign template", "description": "Copies or near-copies of the comment circulated by Keep Brookfield Tidy", "members": ["C0005", "C0007", "C0021", "C0029", "C0037", "C0041", "C0047", "C0050", "C0051", "C0055", "C0058", "C0059", "C0062", "C0064", "C0065", "C0071", "C0075", "C0080", "C0082", "C0093", "C0100", "C0101", "C0105", "C0113", "C0114", "C0116", "C0143", "C0145", "C0146", "C0150", "C0154", "C0158", "C0167", "C0173", "C0174", "C0184", "C0189", "C0213", "C0222", "C0232", "C0236", "C0239", "C0240", "C0249", "C0251", "C0252", "C0258", "C0267", "C0272", "C0281", "C0282", "C0285", "C0293", "C0305", "C0316", "C0321", "C0323", "C0328", "C0329", "C0336", "C0338", "C0340", "C0349", "C0351", "C0353", "C0355", "C0356", "C0357", "C0364", "C0372", "C0376", "C0393", "C0397", "C0401", "C0406", "C0410", "C0413", "C0416", "C0438", "C0443", "C0453", "C0458", "C0475", "C0482", "C0484", "C0486", "C0492", "C0494", "C0503", "C0514", "C0519", "C0524", "C0525", "C0534", "C0536", "C0541", "C0551", "C0555", "C0568", "C0571", "C0573", "C0588", "C0590", "C0634", "C0636", "C0637", "C0638", "C0642", "C0643", "C0646", "C0652", "C0655", "C0673", "C0681", "C0688", "C0702", "C0720", "C0727", "C0729", "C0733", "C0735", "C0737", "C0738", "C0748", "C0749", "C0759", "C0760", "C0762", "C0770", "C0773", "C0775", "C0783", "C0796", "C0804", "C0819", "C0827", "C0830", "C0836", "C0838", "C0839", "C0848", "C0849", "C0855", "C0861", "C0871", "C0873", "C0876", "C0881", "C0898", "C0902", "C0906", "C0908", "C0915", "C0916", "C0919", "C0928", "C0930", "C0932", "C0937", "C0943", "C0948", "C0951", "C0975", "C0980", "C0988", "C1000", "C1014", "C1016", "C1020", "C1029", "C1040", "C1042", "C1049", "C1051", "C1054", "C1056", "C1062", "C1068", "C1080", "C1093", "C1098", "C1102", "C1103", "C1107", "C1121", "C1127", "C1137", "C1147", "C1156", "C1162", "C1170", "C1183", "C1190", "C1192", "C1196", "C1202", "C1206", "C1211", "C1215", "C1221", "C1229", "C1231", "C1245", "C1278", "C1279", "C1283", "C1290", "C1295", "C1315"]}], "traps": [{"id": "open_consultation", "kind": "self_selection", "description": "The open consultation is self-selected: anyone with the link could respond, Brookfield is 38% of it against 12% of households, and households with a young child or hygiene needs are over-represented. It shows 78% opposed, against 45% on the panel, which matches the district's age and tenure profile.", "handled_if": "Does not treat the open consultation's opposition figure as the view of the district's residents; uses the residents' panel as the guide to district opinion and treats the consultation as showing the strength of feeling of those most engaged or affected."}, {"id": "campaign_template", "kind": "self_selection", "description": "209 open-consultation comments (16% of the consultation's responses) are copies or near-copies of a template circulated by Keep Brookfield Tidy.", "handled_if": "Identifies the template or campaign comments and does not count them as independent views (codes or reports them separately, or says they inflate the open consultation's opposition and its counts of concerns)."}, {"id": "leader_hypothesis", "kind": "hypothesis", "description": "The council leader wants to show that residents support the change. Support is 41% on the panel (with 45% opposed) and 15% in the open consultation.", "handled_if": "States plainly that neither source shows majority support for the change, so the claim that residents support it is not supported."}, {"id": "larger_bin_base", "kind": "base", "description": "Q3 was asked only of those who oppose: 22% of panel opponents would support the change with a larger bin, which is only 10% of all panel respondents; most opponents would still oppose.", "handled_if": "Does not present the Q3 'would support' share as a share of all residents, and does not say that most opponents would come round with a larger bin; ideally converts it to a share of all panel respondents."}, {"id": "wendle_vale", "kind": "small_base", "description": "Wendle Vale (panel base 16) shows 62% support, far above any other ward.", "handled_if": "Not reported as a finding, or reported only with a clear warning that the base is too small to rely on; does not recommend starting in Wendle Vale because of it."}, {"id": "tenure_gap", "kind": "significance", "description": "On the panel, owner-occupiers support the change more than renters (43% against 37%, bases 282 and 140), but the gap is not statistically significant at 95%.", "handled_if": "Does not present the owner-occupier and renter difference as real, or says it is within the margin of error or not significant."}, {"id": "recycle_intent", "kind": "stated_intent", "description": "40% of the panel say they would be likely to recycle more: a stated intention about a hypothetical change.", "handled_if": "Does not present the likely-to-recycle-more share as a forecast of recycling or savings, or says stated intentions overstate behaviour."}, {"id": "panel_nonresponse", "kind": "nonresponse", "description": "Only 422 of 2,000 addresses invited to the panel completed (about 21%); the panel is matched on age and tenure only, and those who replied may care more about bins than those who did not.", "handled_if": "Mentions the panel's response rate or possible non-response bias as a limitation."}], "key_findings": ["Neither source shows majority support: the residents' panel is split (41% support, 45% oppose) and the open consultation is 78% opposed, so the claim that residents support the change does not hold", "The open consultation is self-selected and includes an organised campaign (209 template comments), so the panel is the better guide to district opinion, while the consultation shows the strength of feeling among those most engaged or affected", "Households with a child under 3 or someone who uses hygiene products oppose far more (74% against 41% on the panel) and 56% of them prefer the change with extra support for households that need it"], "recommendation": "There is no evidence of majority support, so do not go ahead district-wide on this evidence or tell full council that residents support it; if the savings are still needed, pilot three-weekly collection in some areas with extra support (larger bins or extra nappy and hygiene collections) for households that need it, and measure the results before deciding; report both sources honestly and separately.", "next_steps": [{"id": "pilot_with_support", "kind": "right", "text": "Pilot three-weekly collection in some areas, with extra support for households with young children or hygiene needs, and measure actual recycling rates, general waste tonnage, overflowing bins, fly-tipping and complaints before any district-wide decision"}, {"id": "design_support", "kind": "right", "text": "Design and cost the extra support (who qualifies, larger bins, extra nappy and hygiene collections) with the households who need it, and include its cost in the savings case"}, {"id": "report_both", "kind": "right", "text": "Report both sources to councillors separately and honestly: the panel as the estimate of district opinion, the open consultation (with the campaign comments identified) as strength of feeling, and no claim of majority support"}, {"id": "ward_evidence", "kind": "right", "text": "Gather more evidence before using ward-level results such as Wendle Vale's (a boosted panel sample, or data from a pilot), and report wards grouped into larger areas meanwhile"}, {"id": "go_ahead_district", "kind": "wrong", "text": "Go ahead with three-weekly collection across the whole district, citing resident support"}, {"id": "drop_on_consultation", "kind": "wrong", "text": "Drop the proposal because nearly four in five open-consultation respondents oppose it"}, {"id": "wendle_vale_first", "kind": "wrong", "text": "Start the change in Wendle Vale, or treat Wendle Vale as proof of support, on the strength of its survey result"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "How, if at all, would collecting general waste (the black bin) every three weeks instead of every two weeks affect your household?", "answers": [{"text": "It'll stink. We have a baby in nappies and three weeks of those in a black bin, especially in summer, is going to be disgusting.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Flies and maggots, basically. Our bin already gets them in July with a two-week gap, so three weeks would be grim.", "themes": ["hygiene"], "variant": "general"}, {"text": "My mum uses continence pads daily and lives with us. Leaving those in the bin for three weeks is a health worry and the smell will be awful.", "themes": ["hygiene"], "variant": "needs"}, {"text": "smell. that's my main concern, nappies sitting there for 21 days", "themes": ["hygiene"], "variant": "needs"}, {"text": "Honestly I dread the thought of opening the lid after three weeks of hot weather. Maggots crawling up the sides, a stench in the garden, and we've two toddlers who play out there.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Rats. We've had them in the alley behind our terrace before, and a full, ripe bin sitting out for three weeks will only invite them back.", "themes": ["hygiene"], "variant": "general"}, {"text": "Three weeks of dirty nappies, no thank you.", "themes": ["hygiene"], "variant": "needs"}, {"text": "We have a disabled son who needs incontinence products changed several times a day. The bin would be rank long before collection, and I worry about infection and flies.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Foxes already tear into our bags on bin night if there's anything smelly. Longer between collections means more smelly bags, more foxes, and litter all down the street.", "themes": ["hygiene"], "variant": "general"}, {"text": "It would smell terrible in summer. Even with food waste taken weekly, nappy waste in a closed black bin cooks in the heat.", "themes": ["hygiene"], "variant": "needs"}, {"text": "As a carer for my elderly dad, I handle pads and wipes daily. Keeping that hygiene waste around for three weeks is unpleasant and unsanitary. The bin would honk.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Flies everywhere, I'd imagine. We get loads around the bin lid in August as it is.", "themes": ["hygiene"], "variant": "general"}, {"text": "Our newborn goes through about eight nappies a day, so you can imagine the smell and the flies after three weeks. We'd have to keep the bin far from the house.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Maggots! Had them once in a hot spell when a collection was missed, never again please.", "themes": ["hygiene"], "variant": "general"}, {"text": "The black bin would become a health hazard for us. My husband has a stoma and the used bags and dressings can't go anywhere else, and they'd sit festering for three weeks.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Smelly bin, plain and simple. Especially with pet waste and nappies in there.", "themes": ["hygiene"], "variant": "needs"}, {"text": "I'm worried about rats and mice getting at the bin. We live next to a park and they're already around, and a bin full of nappies for three weeks is basically an invitation.", "themes": ["hygiene"], "variant": "needs"}, {"text": "It's the hygiene side that bothers me. Nappies and wipes left to rot for three weeks, in a bin right by our back door, will smell and attract bluebottles.", "themes": ["hygiene"], "variant": "needs"}, {"text": "stinky and full of flies by week three, i guarantee it", "themes": ["hygiene"], "variant": "general"}, {"text": "With two kids under three in nappies, I can't see how we'd avoid a horrible smell. Weekly food collection helps, but the nappies are the problem, not the food.", "themes": ["hygiene"], "variant": "needs"}, {"text": "My wife has incontinence issues and we use pads every day. Three weeks of those sitting in a bin in warm weather would be unbearable for us and the neighbours.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Honestly, the idea of used nappies fermenting in a plastic bin for 21 days makes me feel sick. Flies will be laying eggs in there by day five.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Foxes. They rip open anything that smells, and a bin loaded with three weeks of nappy sacks will smell for miles.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Would stink out our small courtyard. No side access, so the bin sits right by the kitchen window, and in summer the flies would be coming in.", "themes": ["hygiene"], "variant": "general"}, {"text": "Terrible for anyone with a baby. Nappies, wipes, and that sickly smell building up and attracting insects.", "themes": ["hygiene"], "variant": "needs"}, {"text": "We look after my gran who's bedbound, and there's a lot of hygiene waste. Three weeks is far too long for it to sit around; I'd be worried about germs and the smell in the house.", "themes": ["hygiene"], "variant": "needs"}, {"text": "The bin will reek, particularly in heatwaves. Last summer we had maggots after just two weeks, so I dread this.", "themes": ["hygiene"], "variant": "general"}, {"text": "It would smell and bring in vermin. Simple as that.", "themes": ["hygiene"], "variant": "general"}, {"text": "I have a toddler and a baby both in nappies. By week three the smell will be dreadful, plus flies galore.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Rats are our main fear. We've seen one near the bins at the end of our road already, and nappy waste sat for three weeks would draw more.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Hygiene waste can't be put in recycling or food, so it all goes in the black bin. Three weeks of pads and dressings for my elderly husband means a seriously unpleasant bin.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Flies and smell in summer, no question. Not nice with kids playing in the garden.", "themes": ["hygiene"], "variant": "general"}, {"text": "The smell would be horrendous. I'd have to double-bag every nappy and still it would pong.", "themes": ["hygiene"], "variant": "needs"}, {"text": "We'd get maggots, I'm certain of it. Our bin is in a sunny spot and even now it gets them in hot weather when there's nappy waste in it.", "themes": ["hygiene"], "variant": "needs"}, {"text": "As someone who changes adult pads for my disabled brother, I can tell you this would be a nightmare for smell and hygiene. Bags will be sitting for weeks, attracting flies.", "themes": ["hygiene"], "variant": "needs"}, {"text": "pongy bins and probably foxes spreading rubbish everywhere. we have a baby so loads of nappies", "themes": ["hygiene"], "variant": "needs"}, {"text": "Three weeks is simply too long for nappies. The whole garden would smell and I'd be worried about rats.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Our bin is next to our patio where we eat in summer. Imagine the stench and the flies from three weeks of nappies. We'd not be able to use it.", "themes": ["hygiene"], "variant": "needs"}, {"text": "I worry about hygiene. Dirty nappies and wet wipes sitting in a warm bin that long means bacteria, bad smells, and flies getting in the house.", "themes": ["hygiene"], "variant": "needs"}, {"text": "It'd be gross. Wasps, flies, maggots, the lot, all feeding on nappy sacks.", "themes": ["hygiene"], "variant": "needs"}, {"text": "With my mum's continence pads in our bin, I can't imagine keeping them three weeks. It would be smelly, unhygienic, and the neighbours would complain.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Rotting nappies for 21 days. Enough said, really.", "themes": ["hygiene"], "variant": "needs"}, {"text": "The foxes round here already knock bins over. A fuller, smellier bin for longer will make that much worse and spread dirty nappies down the road.", "themes": ["hygiene"], "variant": "needs"}, {"text": "We'd probably need to take nappies to a bin elsewhere just to avoid the smell. Our baby is four months and it's already pungent after one week.", "themes": ["hygiene"], "variant": "needs"}, {"text": "I have a medical condition requiring daily use of pads. A three-week gap means a bin that smells badly and attracts insects, and I'm embarrassed about neighbours noticing.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Flies. Lots of flies. Our bin is by the back door and they'd get in the kitchen.", "themes": ["hygiene"], "variant": "general"}, {"text": "I think it would be unpleasant and unhealthy. Full nappies in a hot bin, maggots in summer, and the risk of rats.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Smell mostly, plus flies and foxes getting at all the nappies.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Having a baby and a dad with dementia who needs pads, our black bin is full of hygiene waste. Three weeks would mean a horrible stink and probably maggots in the warmer months.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Absolutely rank by the third week. We'd be gagging every time we took the rubbish out.", "themes": ["hygiene"], "variant": "general"}, {"text": "I can't see how we'd cope with the smell. Nappies from twins, in a bin that bakes in the sun, for three weeks. Flies would be inevitable.", "themes": ["hygiene"], "variant": "needs"}, {"text": "It would attract vermin. We've got a rat problem on our estate already and loads of nappy waste would make it worse.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Not great for hygiene, is it? Used pads and nappies sitting in a bin for that long, with flies and a smell drifting into the house.", "themes": ["hygiene"], "variant": "needs"}, {"text": "Maggots in July, probably. And a stench that lingers.", "themes": ["hygiene"], "variant": "general"}, {"text": "Our bin is already full to the brim by the end of two weeks. Three weeks would mean bags piled up next to it. We simply wouldn't cope.", "themes": ["space"]}, {"text": "It'd overflow, plain and simple. There are five of us in a three-bed semi and the lid barely closes as it is.", "themes": ["space"]}, {"text": "Honestly we'd be stuffed. Bin's full by day 11 or 12 already.", "themes": ["space"]}, {"text": "With four adults sharing the house, the black bin is overflowing before collection day now. An extra week would be a nightmare.", "themes": ["space"]}, {"text": "no chance it would fit. we fill it every fortnight and then some", "themes": ["space"]}, {"text": "We have three kids at primary school and the bin is jam-packed by the time the lorry comes. Adding another week means rubbish on the driveway, I can't see any other outcome.", "themes": ["space"]}, {"text": "Too small. Our bin is nearly full after a fortnight, so three weeks would see it spilling over.", "themes": ["space"]}, {"text": "Bin already full. Three weeks = overflowing. Simple as that.", "themes": ["space"]}, {"text": "I live with my partner, her two grown-up sons and my mum, so the bin is chock-full every second Thursday. Stretching it to three weeks just won't work for a house this size.", "themes": ["space"]}, {"text": "We'd have rubbish bags stacked around the bin within a week. It's already full to the top when collection day arrives.", "themes": ["space"]}, {"text": "Our household is seven people across three generations. The black bin is overflowing most fortnights already, so another week would be impossible to manage.", "themes": ["space"]}, {"text": "it's already hard to get the lid shut by day 14, so a third week would just mean it overflowing everywhere", "themes": ["space"]}, {"text": "The bin is nearly full after two weeks as it is, even though we recycle carefully. Another week's worth simply wouldn't fit and we'd be left with bags on the path.", "themes": ["space"]}, {"text": "Not enough room. Full by collection day now.", "themes": ["space"]}, {"text": "We're a family of six and our standard-sized bin is always bursting by collection day. Three weeks would mean it overflowing and bags sitting in the garden.", "themes": ["space"]}, {"text": "Would be a real struggle. Our bin's pretty much full by the end of the second week, and there's nowhere to put extra bags except beside it.", "themes": ["space"]}, {"text": "We have a big household, three adults and three teenagers, and the black bin is at capacity every collection. An extra week and it'd be spilling over the top.", "themes": ["space"]}, {"text": "Our bin overflows as it is sometimes! Three weeks is just too long for a bin that size with this many of us in the house.", "themes": ["space"]}, {"text": "Bin gets full up well before the two weeks are over, so three weeks would definitely overflow. We'd have no choice but to leave sacks out.", "themes": ["space"]}, {"text": "Honestly I don't see how it could work for us. Two adults, three kids, and the bin is brimming by the time they come. Bags would end up all over the side passage.", "themes": ["space"]}, {"text": "it would overflow. we're a house of 5 adults and the bin is full every time", "themes": ["space"]}, {"text": "The bin's too small for us already. By collection day the lid's propped open, so another week would be hopeless.", "themes": ["space"]}, {"text": "Our wheelie bin is practically full after a fortnight. With a third week it would overflow.", "themes": ["space"]}, {"text": "Overflowing, definitely. We're a family of five and already struggle to fit everything in by day 14.", "themes": ["space"]}, {"text": "As a household of four grown adults we fill the black bin to the brim every two weeks. Three weeks would be far too much for it to hold.", "themes": ["space"]}, {"text": "Wouldn't fit. Our bin is full by the end of week two, no question.", "themes": ["space"]}, {"text": "We already have to squash everything down to get the lid closed on collection morning. Three weeks would be impossible without bags left on the ground next to it.", "themes": ["space"]}, {"text": "Pretty badly, to be honest. There's six of us here and the bin is brimming over by collection day. A longer gap means rubbish spilling out.", "themes": ["space"]}, {"text": "the bin is already near full at two weeks so a third week would overflow, simple. we have two teenagers and a ten-year-old so lots of waste", "themes": ["space"]}, {"text": "We'd run out of space. Our bin is full after two weeks with three adults and two children, so we'd definitely have overflow with a longer wait.", "themes": ["space"]}, {"text": "I have a large family, and our black bin is completely full every fortnight. Adding a week would leave us with sacks everywhere, since the bin just isn't big enough.", "themes": ["space"]}, {"text": "Bin's full to the lid every collection. Can't see how we'd manage another week without it overflowing.", "themes": ["space"]}, {"text": "Three weeks is far too long for the size of bin we've got. It's nearly full at the two-week point already, and there are four adults living here.", "themes": ["space"]}, {"text": "Our bin would overflow, no doubt about it. It's about 90% full by collection day as things stand.", "themes": ["space"]}, {"text": "We're a household of eight, two families sharing, and the bin is crammed full by the end of each fortnight. Another week is just not possible with the bin we have.", "themes": ["space"]}, {"text": "It would be too small. Already hitting the top by day thirteen or fourteen, so we'd have rubbish spilling out and no sensible place to store it.", "themes": ["space"]}, {"text": "Overflowing bin, bags on the drive. That's what we'd get. It's already full by collection day.", "themes": ["space"]}, {"text": "With my husband, our three children and my elderly dad all at home, the black bin is stuffed every two weeks. Three weeks would see it overflowing badly.", "themes": ["space"]}, {"text": "bin is full already when they come, so no, it wouldnt cope with an extra week", "themes": ["space"]}, {"text": "There's no spare capacity in our bin at all. It's full by the end of the fortnight, and with another week it'd be overflowing onto the pavement.", "themes": ["space"]}, {"text": "We'd struggle massively. Five adults in a terraced house, one standard bin, and it's brimming every time already.", "themes": ["space"]}, {"text": "Our bin only just copes with two weeks. I'd say it's about full to the top by then, so a third week would mean it overflowing for sure.", "themes": ["space"]}, {"text": "I can't see it fitting. Family of five, bin full each fortnight, and no room to store extra bags.", "themes": ["space"]}, {"text": "It would overflow every time. Even now we're cramming things down so the lid will shut on collection morning.", "themes": ["space"]}, {"text": "We have a lot of waste with a big family and the bin is always completely full when the crew arrive. Three weeks would be way too long.", "themes": ["space"]}, {"text": "The black bin is already full by collection day, so another seven days of rubbish just wouldn't fit. We'd have bags piled up around it.", "themes": ["space"]}, {"text": "Terrible for us. Three adults and three kids means the bin's full to bursting at two weeks, never mind three.", "themes": ["space"]}, {"text": "Our bin would be spilling over. It's close to full at the moment after a fortnight, and there are four of us adults here.", "themes": ["space"]}, {"text": "A third week would just overflow our bin. It's too small for a household of six as it is.", "themes": ["space"]}, {"text": "We barely get through two weeks as it is, the bin is crammed full by the end. Three would mean overflowing and rubbish bags sitting outside for days.", "themes": ["space"]}, {"text": "Bin is already packed by collection day, so it would definitely overflow with three weeks between. Big family here, seven of us.", "themes": ["space"]}, {"text": "Wouldn't work, our bin's nearly full by day 10 or so with all of us at home.", "themes": ["space"]}, {"text": "Bin's already full by day 14 with two adults and a toddler in nappies. Another week and it'd overflow, and the smell in summer would be vile. Flies everywhere, I'd imagine.", "themes": ["hygiene", "space"]}, {"text": "Honestly it would be a nightmare. Our black bin is crammed by the end of two weeks, and three weeks of nappies would stink the garden out and bring maggots. Lid wouldn't even shut.", "themes": ["hygiene", "space"]}, {"text": "we have 5 people in our house and the bin is overflowing already. add 3 weeks of mucky waste in warm weather and we'll have rats and flies, plus bags piled up next to it", "themes": ["hygiene", "space"]}, {"text": "Mother-in-law lives with us and uses continence pads daily. Bin is full each fortnight as it is. Three weeks means overflowing, smelly waste sitting there attracting flies and foxes.", "themes": ["hygiene", "space"]}, {"text": "Our bin is nearly full after a fortnight. With a newborn and dozens of nappies a week, a third week means it won't fit and it'll reek, especially in July.", "themes": ["hygiene", "space"]}, {"text": "Smell. Maggots. No room. Two kids in nappies, bin already full by collection day.", "themes": ["hygiene", "space"]}, {"text": "We're a family of six and the black bin is jammed full every collection. Three weeks would mean bags on the ground, and foxes round here tear them open and spread nappies across the road.", "themes": ["hygiene", "space"]}, {"text": "I care for my disabled husband and we produce a lot of incontinence waste. Bin is full by fortnight's end, so a third week means overflow, and the stench and flies in summer would be unbearable.", "themes": ["hygiene", "space"]}, {"text": "Already struggling to fit everything in the bin by the second week. Add baby nappies sitting for 21 days and you get a horrible smell, flies and probably rats. Bin just isn't big enough.", "themes": ["hygiene", "space"]}, {"text": "Where would it all go? Bin's full to the brim by day 13. And dirty nappies cooking in it for three weeks in hot weather, maggots guaranteed.", "themes": ["hygiene", "space"]}, {"text": "three weeks is too long for nappy waste to sit in a bin. ours is full after two weeks anyway so it will overflow and the foxes will get in. we have twins", "themes": ["hygiene", "space"]}, {"text": "With three adults and a teenager sharing our house, the black bin is overflowing by collection day. Leaving it another week would mean rubbish spilling out, plus a rotten smell and flies near our back door.", "themes": ["hygiene", "space"]}, {"text": "Our elderly dad lives with us and needs pads changed several times a day. The bin is nearly full at two weeks, so three would overflow and stink, bringing rats into our terrace's shared alley.", "themes": ["hygiene", "space"]}, {"text": "It'd be grim. Bin's full already, and a week more of baby nappies would make it smell awful and draw flies. Can't squeeze any more in.", "themes": ["hygiene", "space"]}, {"text": "We're always right at the top of the bin when collection day comes. Three weeks would see it overflowing, and with hygiene waste from my mum's care needs, the smell and maggots would be dreadful.", "themes": ["hygiene", "space"]}, {"text": "Hot summer, nappy waste, three weeks: maggots. Our bin is already full at a fortnight with a large family so it would overflow too.", "themes": ["hygiene", "space"]}, {"text": "Our bin is too small for four of us even now; it's packed solid every second Tuesday. Extra week means bags outside, and that means foxes, mess and a terrible smell from the nappies.", "themes": ["hygiene", "space"]}, {"text": "I have a baby and a toddler both in nappies. The bin is full by the end of the fortnight. Three weeks would make it overflow and smell disgusting, and I worry about rats.", "themes": ["hygiene", "space"]}, {"text": "Can't see how we'd cope. Bin fills up in under two weeks with five of us living here, and anything smelly like pads or nappies left for three weeks would draw flies and vermin.", "themes": ["hygiene", "space"]}, {"text": "Rats already visit our street. Bin full at two weeks, and three weeks of soiled nappies would make it worse, plus we'd have no space and rubbish piling by the gate.", "themes": ["hygiene", "space"]}, {"text": "My wife uses continence pads and we fill our bin every fortnight. A longer gap means overflowing and a foul smell, especially in warm weather when flies swarm.", "themes": ["hygiene", "space"]}, {"text": "The bin gets full before collection now, so we'd definitely run out of room. Plus the nappy smell after 3 weeks, ugh. Maggots in summer for sure.", "themes": ["hygiene", "space"]}, {"text": "There are four adults in our shared house and the bin's chock-a-block each collection. Three weeks means overflow. Anything smelly would stink and attract flies.", "themes": ["hygiene", "space"]}, {"text": "Our household has a baby and the bin's practically full by the fortnight. Nappies festering for 21 days would smell terrible and bring in flies, and there'd be nowhere to put the extra bags.", "themes": ["hygiene", "space"]}, {"text": "Foxes rip open anything left outside, and we'd have to leave bags out as the bin is full already. Throw in my son's nappies sitting for three weeks and it's a health hazard.", "themes": ["hygiene", "space"]}, {"text": "Honestly, bin is overflowing at the moment with 2 adults, 3 kids. Three weeks would be impossible and the smell of old nappies in the heat would be revolting.", "themes": ["hygiene", "space"]}, {"text": "It would overflow. We barely manage in two weeks. And dirty pads from my mother's care sitting in there for three would smell and draw flies and maggots.", "themes": ["hygiene", "space"]}, {"text": "Very negatively. A full bin at two weeks becomes an overflowing bin at three, and baby waste rotting in it would stink the whole house out and invite rats.", "themes": ["hygiene", "space"]}, {"text": "We can barely close the lid by collection day. A third week would be impossible, and with nappies in there the smell and maggots in summer would be awful.", "themes": ["hygiene", "space"]}, {"text": "Large family, small bin, already full. Three weeks of nappies and hygiene waste would mean smells, flies, and bags left on the drive for foxes to tear open.", "themes": ["hygiene", "space"]}, {"text": "my bin is nearly full after 2 weeks so would definitely overflow, and the baby's nappies would smell and get maggots in warm weather", "themes": ["hygiene", "space"]}, {"text": "Rubbish would spill out of the bin and the smell from soiled incontinence products would be terrible. Our bin is already full at two weeks with a household of four adults, one of whom is disabled.", "themes": ["hygiene", "space"]}, {"text": "Our black bin is full to the top every collection. If nappies sat in there another week we'd have a stink, flies and probably rats, and no space for anything else.", "themes": ["hygiene", "space"]}, {"text": "Dreadful idea for us. Newborn, so loads of nappies, and the bin is already full at a fortnight. Three weeks means overflowing bags and a smell that would attract flies and foxes.", "themes": ["hygiene", "space"]}, {"text": "Fly-tipping will go up, no doubt about it. Bags will end up in lay-bys and down the lane by the farm.", "themes": ["flytipping"]}, {"text": "People will just leave black bags next to their bins when they're full. They'll be left there for days and spill all over the pavement.", "themes": ["flytipping"]}, {"text": "Expect more rubbish dumped in the alleyway behind our terrace. It's already a magnet for old mattresses and it'll get worse.", "themes": ["flytipping"]}, {"text": "honestly think there'll be a rise in fly tipping. Some folk can't be bothered to wait three weeks and will chuck bags in the countryside", "themes": ["flytipping"]}, {"text": "I reckon plenty of people will dump their bags in lay-bys or leave them stacked by the bins rather than keep them indoors.", "themes": ["flytipping"]}, {"text": "More fly-tipping. Simple as that.", "themes": ["flytipping"]}, {"text": "I worry about the lanes round Hollinbrook. We already get bin bags thrown over hedges and gateways, and this will encourage even more of it.", "themes": ["flytipping"]}, {"text": "Bags piled beside the bins, I'd bet money on it. Once one house does it, the whole street follows.", "themes": ["flytipping"]}, {"text": "I don't think it'll affect us personally, but I expect neighbours with big families will leave extra sacks out on the street or sneak them into the woods off Mill Road.", "themes": ["flytipping"]}, {"text": "People will dump it. Streets, alleys, wherever. Always happens when the council cuts services.", "themes": ["flytipping"]}, {"text": "Where I live there's a little cut-through between the garages that's constantly littered. Three-weekly collections will mean even more black bags dumped there, mark my words.", "themes": ["flytipping"]}, {"text": "Some residents will inevitably put overflow bags out beside the wheelie bin, and others will drive off and tip them in a lay-by. Then the council pays to clear it anyway.", "themes": ["flytipping"]}, {"text": "I can see fly-tipping getting much worse around here, especially the country roads where nobody's watching. Bags left in gateways, that sort of thing.", "themes": ["flytipping"]}, {"text": "we will see rubbish bags left next to bins every third week, and probably more dumped in the alley at the back of the shops", "themes": ["flytipping"]}, {"text": "Honestly? Dumped bags everywhere. People get desperate when the bin is full by week two and they'll leave sacks on the verge or by the bottle bank.", "themes": ["flytipping"]}, {"text": "More fly-tipping in the countryside, I'd imagine. Our lane already gets fridge freezers and bags of household rubbish, and this would only add to it.", "themes": ["flytipping"]}, {"text": "I think a lot of people will simply put extra bags out beside their bin and hope they get taken. They won't be, so they'll sit there splitting open.", "themes": ["flytipping"]}, {"text": "Fly-tipping. I'd expect to see black bags in lay-bys on the bypass within a month.", "themes": ["flytipping"]}, {"text": "The alleys between our streets will fill up with abandoned rubbish bags. Already had that when they trialled fortnightly collections for the bulky waste. It'll be worse with three weeks.", "themes": ["flytipping"]}, {"text": "My household would cope fine, but I really fear for the area. There'll be bags slung in hedgerows and left on street corners by people who've run out of room.", "themes": ["flytipping"]}, {"text": "It'll encourage dumping. Not everyone has a big garden or shed to store spare bags, so they'll leave them by the bins or take them somewhere quiet and leave them there.", "themes": ["flytipping"]}, {"text": "Rubbish dumped in the street, simple as. Bags beside the bins, bags in the alley, bags in the woods.", "themes": ["flytipping"]}, {"text": "I expect a spike in fly tipping around the village, particularly down the track by the playing field. Folk will get fed up with an overflowing bin and just offload it somewhere.", "themes": ["flytipping"]}, {"text": "Neighbours will leave bags outside their bins. I also think more will be dumped out in the lay-bys on the A-road.", "themes": ["flytipping"]}, {"text": "Probably a few more bin bags left on the pavement next to full bins, and I wouldn't be surprised if the back lane turns into a dumping ground like it was years ago.", "themes": ["flytipping"]}, {"text": "Quite worried about fly-tipping. Three weeks is a long time, and people will dump excess bags wherever they can get away with it.", "themes": ["flytipping"]}, {"text": "We pay our council tax on time every year and now we're getting less for it. Three weeks between collections is a cut in service, so where's the reduction in the bill?", "themes": ["cost"]}, {"text": "Less service, same council tax. Simple as that.", "themes": ["cost"]}, {"text": "Honestly it feels like paying the same restaurant bill for a smaller meal. My council tax went up again in April and now the bin gets emptied less often?", "themes": ["cost"]}, {"text": "no change to what we pay but fewer collections, so not good value in my view", "themes": ["cost"]}, {"text": "Our Band D bill is already well over £2,000 a year. If you're going to collect less, then charge us less. I can't see how this is fair on those who pay.", "themes": ["cost"]}, {"text": "Council tax goes up every year and services go down. This is just another example. Where is the money going?", "themes": ["cost"]}, {"text": "We'd be paying for a fortnightly service and receiving a three-weekly one. Either cut the tax or leave the bins alone.", "themes": ["cost"]}, {"text": "I'm not against change in principle, but I don't see any saving passed on to us. Paying more for less is hard to swallow.", "themes": ["cost"]}, {"text": "Poor value. We pay a lot in council tax and this is a reduction in what we get for it.", "themes": ["cost"]}, {"text": "Will my council tax bill drop by a third? Thought not. Then it's a worse deal for us, plain and simple.", "themes": ["cost"]}, {"text": "As a pensioner on a fixed income I still manage to pay my council tax in full, and I resent getting a poorer service for it. It's the principle of the thing.", "themes": ["cost"]}, {"text": "so we pay the same and get fewer collections?? doesnt seem right to me", "themes": ["cost"]}, {"text": "Fewer collections for the same money is effectively a stealth tax rise. I expect a service in return for what I pay each month by direct debit.", "themes": ["cost"]}, {"text": "Frankly we're being short-changed. Council tax has risen by about 5% in the last year, and the reward is one less bin collection every six weeks or so.", "themes": ["cost"]}, {"text": "Not value for money at all. I pay for a service and it's being reduced while the bill keeps climbing.", "themes": ["cost"]}, {"text": "We've paid council tax for twenty-odd years in Hollinbrook and every few years we seem to get a bit less for it. This is the latest cut and I'd want some of the money back.", "themes": ["cost"]}, {"text": "If the council saves money by collecting less, that saving should come off our bills. Otherwise we're paying the same for a worse service.", "themes": ["cost"]}, {"text": "Same bill, worse service. Not acceptable.", "themes": ["cost"]}, {"text": "I feel ripped off tbh. Council tax is one of our biggest outgoings and now they want to do less for it.", "themes": ["cost"]}, {"text": "Cutting a service while keeping charges the same, or putting them up, isnt good value. I'd expect a rebate at the very least.", "themes": ["cost"]}, {"text": "Our household pays nearly £180 a month in council tax and the basic job of emptying the bin is being scaled back. That doesn't feel like fair value to me.", "themes": ["cost"]}, {"text": "It's a reduction in service and I haven't been told of any reduction in council tax. I expect more for my money, not less.", "themes": ["cost"]}, {"text": "Paying more every year for less every year. Three-weekly bins are just the next step in that.", "themes": ["cost"]}, {"text": "I would be more accepting if the council tax were frozen or lowered, but it's not. We'd pay in full for a service that's been cut by a third.", "themes": ["cost"]}, {"text": "It's simply a saving for the council at our expense. We're still paying the full amount and getting fewer collections, which is hardly good value.", "themes": ["cost"]}, {"text": "Council tax is meant to pay for essentials like bin collections. If they're being cut back, I want to see my bill cut back too.", "themes": ["cost"]}, {"text": "Value for money is my worry. We pay the same council tax as before, yet get one fewer collection every cycle. Where's the benefit for us?", "themes": ["cost"]}, {"text": "i think its a bad deal. pay more, get less. why would anyone be happy with that", "themes": ["cost"]}, {"text": "Every year the bill goes up by a few percent and every year something gets reduced. Collecting black bins less often for the same money is a poor return on what we pay.", "themes": ["cost"]}, {"text": "We already pay a hefty council tax bill for a modest terraced house, so being offered a thinner service for the same price is galling. Reduce the charge if you reduce the collections.", "themes": ["cost"]}, {"text": "Our bin is already rammed by day 13 with five of us in the house. Three weeks means rubbish everywhere, and we'd still be paying the same council tax for less service. Not acceptable.", "themes": ["space", "cost"]}, {"text": "Bin's full every fortnight as it is. Another week and it'll overflow. Council tax going up again, service going down. Hardly good value.", "themes": ["space", "cost"]}, {"text": "We are a family of six and the black bin is overflowing by collection day already. Stretching it to three weeks just won't work, and I don't see why we should pay the same council tax for a worse service.", "themes": ["space", "cost"]}, {"text": "honestly it would be a nightmare. we fill the bin to the brim every two weeks, so three weeks = bags on the driveway. and we pay nearly £2k a year in council tax for this?", "themes": ["space", "cost"]}, {"text": "Bin already full by the second week. A third week would mean bags piled up beside it. Paying more council tax each year for fewer collections is a joke.", "themes": ["space", "cost"]}, {"text": "Three adults share our house and the black bin is usually bursting before the lorry arrives. It simply isn't big enough for three weeks of rubbish. We pay our council tax in full, so cutting the service while charging the same feels like a rip-off.", "themes": ["space", "cost"]}, {"text": "It would overflow, simple as that. We barely close the lid now. Same council tax bill, fewer collections. Where's the value in that?", "themes": ["space", "cost"]}, {"text": "I live with my partner and our three teenagers, and the bin is jam-packed every fortnight even with careful recycling. An extra week would leave us with rubbish nowhere to go. Our council tax rises every April and the service shrinks. Poor value.", "themes": ["space", "cost"]}, {"text": "Our bin is full to the top by collection day already, so a third week is impossible without it spilling over. We pay council tax for a proper service and this is just a cut dressed up as something else.", "themes": ["space", "cost"]}, {"text": "Can't see how we'd cope, the bin is crammed by day 12 or so as it is. Paying the same tax for a third less service is unfair.", "themes": ["space", "cost"]}, {"text": "With a big family, our black bin is already overflowing at two weeks. Making us wait three would mean rubbish stacking up outside. We're paying council tax and getting less for it, which seems wrong.", "themes": ["space", "cost"]}, {"text": "bin is always full to the brim before collection, wouldnt hold another week of rubbish. we pay our council tax on time every month so id expect the current service to stay, not get worse for the same money.", "themes": ["space", "cost"]}, {"text": "Very badly. Four adults live here and the bin is nearly full after one week, never mind three. It'd overflow constantly. Council tax isn't getting any cheaper, so why are we getting less?", "themes": ["space", "cost"]}, {"text": "Our bin is stuffed by the end of each fortnight and the lid won't shut. Three weeks would be unmanageable for us. Honestly feels like paying more council tax for a reduced service.", "themes": ["space", "cost"]}, {"text": "It would make us recycle more, which can only be good for the environment. Fully support it.", "themes": ["environment"]}, {"text": "Good idea. We'd sort our rubbish properly and throw less away.", "themes": ["environment"]}, {"text": "I'm all for it. Less in the black bin, more in the recycling.", "themes": ["environment"]}, {"text": "it would push us to recycle more and that's a good thing for the planet. support it", "themes": ["environment"]}, {"text": "Would make us think harder about what we chuck out. Better for the environment, so I back the change.", "themes": ["environment"]}, {"text": "We already recycle a lot but this would make us do even more. Happy with the proposal.", "themes": ["environment"]}, {"text": "Positive effect. Fewer bags of general waste and more recycled. Bring it in.", "themes": ["environment"]}, {"text": "Honestly it'd be a nudge in the right direction. We'd waste less and recycle more, and the environment benefits.", "themes": ["environment"]}, {"text": "Support. People will have to recycle properly instead of lazily binning everything.", "themes": ["environment"]}, {"text": "It would encourage our family to cut down on rubbish and use the recycling bin properly. Good for the environment.", "themes": ["environment"]}, {"text": "Great move by the council. Less landfill if everyone is pushed to recycle more.", "themes": ["environment"]}, {"text": "We'd be more careful about packaging and sorting. I think it's a sensible change and I'm in favour.", "themes": ["environment"]}, {"text": "I welcome it. It'll make my household recycle more and bin less.", "themes": ["environment"]}, {"text": "Fine by me, and good for the planet. We'd just recycle more of what we currently throw in the black bin.", "themes": ["environment"]}, {"text": "It would make us rethink how much we throw away. I'm supportive.", "themes": ["environment"]}, {"text": "yes please, anything that gets people recycling more is good in my book", "themes": ["environment"]}, {"text": "Would be a good incentive for us to reduce our waste. Landfill is a problem and this helps.", "themes": ["environment"]}, {"text": "We'd end up recycling a lot more cardboard and plastic instead of lazily binning it. I fully support the change.", "themes": ["environment"]}, {"text": "I think it's a good thing. People will recycle more if the black bin isn't emptied so often, and that's better for the environment.", "themes": ["environment"]}, {"text": "Totally behind it. Throwing away less is something we should all be doing anyway.", "themes": ["environment"]}, {"text": "It'd make us pay more attention to what goes in which bin. Good for the environment, so I'm for it.", "themes": ["environment"]}, {"text": "Good. Our household would aim to produce much less general waste and recycle everything we can.", "themes": ["environment"]}, {"text": "A positive step. It would force a lot of people, us included, to recycle properly.", "themes": ["environment"]}, {"text": "I support this. We'd cut back on what we throw away and recycle more.", "themes": ["environment"]}, {"text": "Would encourage us to recycle more. Environmentally it makes sense so I'm happy with the plan.", "themes": ["environment"]}, {"text": "Brilliant idea in my opinion. Less rubbish going to landfill because folk will have to recycle more.", "themes": ["environment"]}, {"text": "We'd get stricter with ourselves about recycling. Can't see it as anything but good for the environment.", "themes": ["environment"]}, {"text": "it will make us sort things better and bin less. fully agree with the change", "themes": ["environment"]}, {"text": "I'm in favour. Three weeks would make my family cut down on waste and recycle more, which helps the environment.", "themes": ["environment"]}, {"text": "It would make everyone in our house more mindful of waste. Good for the environment and I fully support it.", "themes": ["environment"]}, {"text": "Makes sense to me. The less we send to landfill the better, and this will push people to recycle.", "themes": ["environment"]}, {"text": "We'd definitely recycle more. I back it because it's better for the environment.", "themes": ["environment"]}, {"text": "Pleased about this proposal. It gives households a reason to reduce waste and recycle everything possible.", "themes": ["environment"]}, {"text": "A good nudge for us to throw less away. I support the council on this one.", "themes": ["environment"]}, {"text": "Positive for us. We'd focus on recycling and cutting down our general rubbish, which is better for the planet.", "themes": ["environment"]}, {"text": "I think it'd make a lot of people, including me, finally take recycling seriously. Support it.", "themes": ["environment"]}, {"text": "Would help us reduce our waste even further. Landfill needs to shrink and this is a good way to do it.", "themes": ["environment"]}, {"text": "It's a good way to get people recycling more. I'm all in favour.", "themes": ["environment"]}, {"text": "We'd become more disciplined about recycling and throw less away. Good for the environment, so yes from me.", "themes": ["environment"]}, {"text": "Totally fine and actually welcome. It'll encourage more recycling across the district.", "themes": ["environment"]}, {"text": "Good idea, it'll make us think twice before putting things in the black bin. Better for the environment.", "themes": ["environment"]}, {"text": "Support it. If less general waste is collected, people will recycle more and the environment wins.", "themes": ["environment"]}, {"text": "I'd recycle more and buy less packaging. Good for the environment and I'm happy to see it introduced.", "themes": ["environment"]}, {"text": "It would push us to be greener. We'd reduce what we throw away and make more use of the recycling bin.", "themes": ["environment"]}, {"text": "I like it. Anything that cuts the amount of rubbish we produce is good news for the environment.", "themes": ["environment"]}, {"text": "For us it would mean even more recycling and a lot less in the black bin. I think it's a good change.", "themes": ["environment"]}, {"text": "Would make the kids and me sort our rubbish more carefully. Supportive, as it's good for the environment.", "themes": ["environment"]}, {"text": "Yes I agree with it. We need to reduce waste and this encourages recycling.", "themes": ["environment"]}, {"text": "A sensible step towards a greener district. We'd throw away less and recycle more.", "themes": ["environment"]}, {"text": "I'm pleased the council is doing this. It would make our household recycle more than we do now.", "themes": ["environment"]}, {"text": "It would encourage us to reduce our general waste to a minimum. I think that's a really positive thing for the environment.", "themes": ["environment"]}, {"text": "Good. People need a push to recycle more and this provides it.", "themes": ["environment"]}, {"text": "We'd get better at recycling, plain and simple. Fully support the proposal.", "themes": ["environment"]}, {"text": "Would be good for us and for the environment. We'd throw away much less.", "themes": ["environment"]}, {"text": "i think its a great idea, makes people recyle more and cuts landfill", "themes": ["environment"]}, {"text": "It would give our household extra motivation to recycle everything we can. Great for the environment, and I support the change.", "themes": ["environment"]}, {"text": "Happy with it. It will cut down how much rubbish we create and raise how much we recycle.", "themes": ["environment"]}, {"text": "It would make me more careful about what I buy and what I throw away. I support the move for the sake of the environment.", "themes": ["environment"]}, {"text": "Positive. Households like ours would recycle more and produce less general waste.", "themes": ["environment"]}, {"text": "I'm for it. The environment matters and this will get more people recycling.", "themes": ["environment"]}, {"text": "We'd have to step up our recycling, which is no bad thing. I back the proposal wholeheartedly.", "themes": ["environment"]}, {"text": "Think it's a really good move. Less going in the black bin and more being recycled, as it should be.", "themes": ["environment"]}, {"text": "This would push my household to recycle a lot more. It's better for the environment so I'm glad it's proposed.", "themes": ["environment"]}, {"text": "A good thing. We'd pay closer attention to recycling and waste much less.", "themes": ["environment"]}, {"text": "It would motivate us to cut back our rubbish. I am in favour because it helps the environment.", "themes": ["environment"]}, {"text": "Absolutely support it. People will recycle more if they have to, and the planet benefits.", "themes": ["environment"]}, {"text": "We'd end up sorting more into recycling and throwing away less overall. Good policy.", "themes": ["environment"]}, {"text": "I think it's overdue. It'll encourage everyone to recycle more and reduce waste.", "themes": ["environment"]}, {"text": "It'd make us more eco-conscious as a family. Less general waste and more recycling, so I support it.", "themes": ["environment"]}, {"text": "Welcome change. It would make us put more effort into recycling and reduce what goes to landfill.", "themes": ["environment"]}, {"text": "Would get us recycling better. I'm in favour as anything helping the environment is worth doing.", "themes": ["environment"]}, {"text": "Good for the environment, and it'd make us think about our waste more. Supportive.", "themes": ["environment"]}, {"text": "I'd say it's a positive step. We'd recycle more of our packaging and throw away far less.", "themes": ["environment"]}, {"text": "Fully in favour. Reducing general waste collections is a smart way to make people recycle more.", "themes": ["environment"]}, {"text": "It would definitely make us recycle more. Our black bin would see much less, and that's better for the environment.", "themes": ["environment"]}, {"text": "Yes, go ahead. It encourages households to cut waste and recycle, which is good for everyone.", "themes": ["environment"]}, {"text": "Wouldn't make much difference to us. Just me in the house and the black bin is rarely more than half full by collection day.", "themes": []}, {"text": "Little to no effect. We recycle most things and the food waste goes out weekly, so the black bin barely fills.", "themes": []}, {"text": "No real change for us, to be honest.", "themes": []}, {"text": "I live alone and produce hardly any general waste, so every three weeks would be fine. Wouldn't notice the difference.", "themes": []}, {"text": "Honestly it wouldn't affect us at all. Two of us, both retired, and we put out a half-empty black bin most times anyway.", "themes": []}, {"text": "none really. we dont fill the bin as it is", "themes": []}, {"text": "Shouldn't change anything in our house. Food waste is still weekly and that's most of our rubbish, so we're happy to carry on as we are. No worries here.", "themes": []}, {"text": "It would make very little difference. We're a couple who cook from scratch, compost garden waste and recycle plenty, so the black bin is mostly empty.", "themes": []}, {"text": "Not much effect on us. I often forget to put the black bin out because there's so little in it.", "themes": []}, {"text": "We'd barely notice. One person, small flat, minimal rubbish.", "themes": []}, {"text": "No impact on our household. Our general waste is tiny now that food has its own weekly collection.", "themes": []}, {"text": "Wouldn't bother us. I'm out at work most days and eat a lot of meals out, so there's hardly anything going in the black bin.", "themes": []}, {"text": "I don't think it'd change anything for me. I put out the black bin maybe once a month anyway and it's never overflowing.", "themes": []}, {"text": "Very little difference, as we're a household of two and recycle everything we can. Bin's usually only a third full when collected.", "themes": []}, {"text": "Zero effect, really. Single occupant, and I'm quite careful with what I buy and how it's packaged.", "themes": []}, {"text": "It wouldn't affect us. Since the weekly food waste started our black bin has hardly had anything in it, so three weeks is no problem.", "themes": []}, {"text": "Fine by us, wouldn't make a difference. We've never had a full black bin since the kids left home.", "themes": []}, {"text": "No difference that I can think of. Just my husband and me, and we produce about one small bag a fortnight.", "themes": []}, {"text": "Probably nothing changes for us. We use the food caddy and recycling properly so the general waste is minimal.", "themes": []}, {"text": "wouldnt really affect me, i live on my own and only put a bag of rubbish in about once every three weeks anyway", "themes": []}, {"text": "Not an issue for our household. The black bin is the least used of all our bins by a long way.", "themes": []}, {"text": "I really don't think we'd notice any change. We're a small household and the bin is never full when the crew comes round.", "themes": []}, {"text": "No real effect. We're two adults, both at work all day, and we generate very little general waste.", "themes": []}, {"text": "It would make next to no difference to us, as most of our rubbish goes in the recycling or the food bin. Happy either way.", "themes": []}, {"text": "Wouldn't change a thing in this house. Lived alone for years and the black bin hardly ever gets filled.", "themes": []}, {"text": "Very little effect for us. We're careful about waste and the black bin is often only a quarter full.", "themes": []}, {"text": "Make no odds to me. One person, one small bag of general rubbish every so often.", "themes": []}, {"text": "We wouldn't be affected. Our bin has plenty of spare room each time, so another week wouldn't matter.", "themes": []}, {"text": "Honestly, not much. We have a small family but recycle well, and with food waste weekly there's very little left for the black bin.", "themes": []}, {"text": "No effect on us at all.", "themes": []}, {"text": "I doubt we'd even notice. I'm a pensioner living alone and my black bin has about one carrier bag in it by collection day.", "themes": []}, {"text": "It'd be pretty much the same for us. We don't produce much general waste and the weekly food collection takes most of it.", "themes": []}, {"text": "Little difference to our household. Me and my partner are rarely home for meals and the black bin takes weeks to fill.", "themes": []}, {"text": "Shouldn't make any difference to us. We've got a decent sized bin and barely use half of it between collections.", "themes": []}]}}, {"id": "sv-006", "title": "What Ledgerline's accountancy practices want built next", "brief": {"product": "Ledgerline, practice-management software for small UK accountancy and bookkeeping practices: client records, deadlines, bank feeds and Making Tax Digital (MTD) submissions. A free plan for one user, and paid plans charged per user per month.", "context": "Ledgerline has 8,200 practice accounts: 85% on the free plan and 15% (1,230 practices) on paid plans, which bring in all of the revenue. Support tickets about broken bank-feed connections doubled over the past year. The product team has room for one major build in the next half-year.", "decision": "Which one improvement to build next half-year: AI categorisation of bank transactions, more reliable bank feeds (fewer broken connections), a client portal for requesting documents, or bulk Making Tax Digital submissions.", "objectives": [{"id": "O1", "text": "What slows practices down when they use Ledgerline today"}, {"id": "O2", "text": "How practices prioritise the four possible improvements"}, {"id": "O3", "text": "How priorities differ by plan (free or paid), practice size and how heavily the practice uses Ledgerline"}, {"id": "O4", "text": "Whether practices would pay for AI categorisation as an add-on"}], "target": "One person per UK accountancy or bookkeeping practice that uses Ledgerline (free or paid plan) who makes or influences decisions about the practice's software", "constraints": {"max_questions": 8, "max_minutes": 5.0, "sample_size": 550, "channel": "an in-app banner shown to Ledgerline users when they log in, plus an email invitation to the admin of every practice account; online questionnaire; one response kept per practice"}, "stakeholder": "The chief technology officer wants to build AI categorisation of bank transactions and expects the survey to confirm that it is what practices want most.", "precision": "Product wants results for each practice size (sole practitioners, 2-9 staff, 10 or more staff) to within plus or minus 5 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 5 points at 95% needs about 385 completes per size group, about 1,155 in all, against about 550 available; a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Which of these best describes your part in decisions about the software your practice uses?", "type": "single", "options": ["I make the decisions", "I help make or influence the decisions", "I am not involved in these decisions"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["I make the decisions", "I help make or influence the decisions"], "purpose": "screener"}, {"id": "S2", "text": "Where is your practice based?", "type": "single", "options": ["England", "Scotland", "Wales", "Northern Ireland", "Outside the UK"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["England", "Scotland", "Wales", "Northern Ireland"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "What, if anything, slows your practice down when using Ledgerline?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Ledgerline is considering the four improvements below. Please rank them in order of priority for your practice, from 1 (highest priority) to 4 (lowest priority).", "type": "ranking", "options": ["AI categorisation of bank transactions", "More reliable bank feeds (fewer broken connections)", "A client portal for requesting documents from clients", "Bulk Making Tax Digital submissions (several clients at once)"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "If AI categorisation of bank transactions were available as an add-on at £8 per user per month, would your practice pay for it?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "In a typical week, on how many working days does someone at your practice use Ledgerline?", "type": "single", "options": ["5 or more days", "3-4 days", "1-2 days", "Less often than once a week"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q5", "text": "Including you, how many people work at your practice?", "type": "single", "options": ["Just me", "2-9 people", "10-19 people", "20 or more people"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q6", "text": "Which Ledgerline plan is your practice on?", "type": "single", "options": ["The free plan", "A paid plan", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Invite every practice: the in-app banner to users who log in, and an email to the admin of each of the 8,200 accounts, keeping one response per practice; about 550 completes. Show the Q2 options in a random order for each respondent. The banner will over-represent heavy users, so compare the Q4 usage mix and the Q6 plan mix with account records and weight to them, and report paid practices (who bring in all the revenue) separately from free-plan users. The precision asked for cannot be met: plus or minus 5 points at 95% needs about 385 completes in each of the three size groups (about 1,155), against about 550 in all, and free-plan users will be mostly sole practitioners. Report the three size groups at about plus or minus 7 to 9 points, send a reminder email to paid practices with 10 or more staff to boost that group, and treat any group with fewer than about 100 completes as indicative only.", "analysis_plan": [{"objective": "O1", "approach": "Code the Q1 answers into themes before reading the closed questions; compare theme counts for free and paid practices."}, {"objective": "O2", "approach": "Q2: share ranking each improvement first and last, and mean rank; compare first choices with mean ranks."}, {"objective": "O3", "approach": "Q2 by plan (Q6), practice size (Q5) and usage (Q4); results weighted to the account mix and shown for paid practices alone, with bases and margins of error."}, {"objective": "O4", "approach": "Q3 by plan and size, read as stated intention only, alongside Q2 rankings of AI categorisation."}]}, "responses": {"stakeholder_questions": ["The chief technology officer: 'AI categorisation got more first-place votes than anything else. Can we tell the board the survey backs building it next?'", "The finance director: 'How much add-on revenue would AI categorisation bring in at £8 per user per month?'", "The head of sales: 'Our biggest practices all seem to want the client portal. Should that be the priority for winning larger firms?'"], "fielding": "From 7 to 20 September 2026 an in-app banner invited users who logged in to Ledgerline, and an email invited the admin of each of the 8,200 practice accounts. Only the first response from each practice was kept. 631 started and 548 completed (median 3 minutes 40 seconds). 376 completes (69%) came from the in-app banner and 172 from the email; 52% of banner respondents and 19% of email respondents said someone at the practice uses Ledgerline on 5 or more days a week. Q6 answers matched account records for every respondent. Tables show the 548 completes, unweighted. Percentages are of each column's base. Q2 options were shown in a random order.", "population": "All 8,200 Ledgerline practice accounts, from account records: free plan 85%, paid plans 15% (1,230 practices, which bring in all of the revenue). Accounts by days of use in a typical week in August 2026: 5 or more days 18%, 3-4 days 21%, 1-2 days 26%, less often than once a week 35%.", "crosstabs": [{"question": "Q2", "title": "Improvement ranked first (highest priority)", "columns": ["Total", "The free plan", "A paid plan", "Just me", "2-9 people", "10-19 people", "20 or more people"], "bases": [548, 252, 296, 258, 172, 106, 12], "rows": [["AI categorisation of bank transactions", [37.8, 70.2, 10.1, 60.9, 20.3, 14.2, 0.0]], ["More reliable bank feeds (fewer broken connections)", [34.9, 19.0, 48.3, 25.2, 43.0, 49.1, 0.0]], ["A client portal for requesting documents from clients", [11.7, 7.5, 15.2, 8.1, 14.0, 6.6, 100.0]], ["Bulk Making Tax Digital submissions (several clients at once)", [15.7, 3.2, 26.4, 5.8, 22.7, 30.2, 0.0]]], "note": ""}, {"question": "Q2", "title": "Rank given to each improvement, all respondents (1 = highest priority, 4 = lowest)", "columns": ["Ranked 1st", "Ranked 2nd", "Ranked 3rd", "Ranked 4th"], "bases": [548, 548, 548, 548], "rows": [["AI categorisation of bank transactions", [37.8, 9.5, 10.6, 42.2]], ["More reliable bank feeds (fewer broken connections)", [34.9, 38.9, 18.8, 7.5]], ["A client portal for requesting documents from clients", [11.7, 26.3, 35.4, 26.6]], ["Bulk Making Tax Digital submissions (several clients at once)", [15.7, 25.4, 35.2, 23.7]]], "note": "Each cell is the percentage of all respondents who gave that improvement that rank. Mean rank (lower is better), all respondents: AI categorisation of bank transactions 2.57; More reliable bank feeds (fewer broken connections) 1.99; A client portal for requesting documents from clients 2.77; Bulk Making Tax Digital submissions (several clients at once) 2.67. Free plan (base 252): AI categorisation of bank transactions 1.66; More reliable bank feeds (fewer broken connections) 2.25; A client portal for requesting documents from clients 2.90; Bulk Making Tax Digital submissions (several clients at once) 3.19. Paid plans (base 296): AI categorisation of bank transactions 3.35; More reliable bank feeds (fewer broken connections) 1.76; A client portal for requesting documents from clients 2.66; Bulk Making Tax Digital submissions (several clients at once) 2.23."}, {"question": "Q2", "title": "Improvement ranked last (lowest priority)", "columns": ["Total", "The free plan", "A paid plan", "Just me", "2-9 people", "10-19 people", "20 or more people"], "bases": [548, 252, 296, 258, 172, 106, 12], "rows": [["AI categorisation of bank transactions", [42.2, 14.7, 65.5, 22.5, 59.3, 58.5, 75.0]], ["More reliable bank feeds (fewer broken connections)", [7.5, 10.3, 5.1, 9.3, 5.2, 6.6, 8.3]], ["A client portal for requesting documents from clients", [26.6, 32.5, 21.6, 31.8, 20.3, 27.4, 0.0]], ["Bulk Making Tax Digital submissions (several clients at once)", [23.7, 42.5, 7.8, 36.4, 15.1, 7.5, 16.7]]], "note": ""}, {"question": "Q3", "title": "If AI categorisation of bank transactions were available as an add-on at £8 per user per month, would your practice pay for it?", "columns": ["Total", "The free plan", "A paid plan", "Just me", "2-9 people", "10-19 people", "20 or more people"], "bases": [548, 252, 296, 258, 172, 106, 12], "rows": [["Yes", [27.7, 40.5, 16.9, 36.8, 21.5, 17.0, 16.7]], ["No", [49.6, 40.5, 57.4, 45.0, 51.2, 56.6, 66.7]], ["Not sure", [22.6, 19.0, 25.7, 18.2, 27.3, 26.4, 16.7]]], "note": ""}, {"question": "Q4", "title": "Days in a typical week on which someone at the practice uses Ledgerline", "columns": ["Total", "The free plan", "A paid plan"], "bases": [548, 252, 296], "rows": [["5 or more days", [41.2, 45.2, 37.8]], ["3-4 days", [29.6, 26.2, 32.4]], ["1-2 days", [17.2, 20.2, 14.5]], ["Less often than once a week", [12.0, 8.3, 15.2]]], "note": ""}, {"question": "Q5", "title": "Practice size (including the respondent)", "columns": ["Total"], "bases": [548], "rows": [["Just me", [47.1]], ["2-9 people", [31.4]], ["10-19 people", [19.3]], ["20 or more people", [2.2]]], "note": ""}, {"question": "Q6", "title": "Ledgerline plan", "columns": ["Total"], "bases": [548], "rows": [["The free plan", [46.0]], ["A paid plan", [54.0]], ["Not sure", [0.0]]], "note": ""}], "open_question": "Q1. What, if anything, slows your practice down when using Ledgerline?", "verbatims": [{"respondent": "L003", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The hours I lose coding bank items manually. I'd happily pay for anything that cut that down."}, {"respondent": "L004", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Lost feed on a limited company account, missing transactions, then manually coding from statements. Hours wasted."}, {"respondent": "L008", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "If I'm being picky, it's the submission step. Every VAT return for Making Tax Digital is filed individually, so on a peak day I'm just clicking through the same screens again and again for each client."}, {"respondent": "L012", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Honestly it's the bank feeds. Clients' connections disconnect every few weeks and transactions show up days late. Also no bulk MTD filing, so each VAT return is done individually."}, {"respondent": "L014", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Waiting on clients for their records and having to chase by email and phone."}, {"respondent": "L015", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Categorising transactions. Every line has to be done and it all adds up."}, {"respondent": "L018", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Clients' bank links keep dropping and Ledgerline doesn't make it obvious which ones have gone dead until I open each file."}, {"respondent": "L021", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Honestly the bank connections. A client's feed breaks, they ignore my reminder emails, and I end up keying statement lines in by hand for weeks."}, {"respondent": "L022", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "no complaints here"}, {"respondent": "L024", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Chasing customers for year-end paperwork. P60s, dividend vouchers, bank statements, you name it. I'm forever drafting polite reminder emails."}, {"respondent": "L025", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Not a thing, to be fair. We've been on it about three years now and it's been steady the whole time."}, {"respondent": "L027", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The time it takes to go through transactions and code them manually. Nothing else comes close."}, {"respondent": "L028", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Authorisation expiring on client bank connections. I've started putting reminders in my diary every 80 days, which is ridiculous."}, {"respondent": "L032", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The transactions screen is really sluggish to load when there are lots of lines. I end up making tea while I wait for it to show anything."}, {"respondent": "L033", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "I'd say the per-client filing of VAT returns. We do everything else quickly, but MTD submissions can't be done together so we queue them up and plough through one at a time."}, {"respondent": "L041", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Pages crawl around month-end and especially in the run-up to 31 January. I assume everyone is logged in at once, but it grinds to a near halt."}, {"respondent": "L046", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Not really anything. Works well for us."}, {"respondent": "L049", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Feeds arriving late, so I'm often finishing bookkeeping on stale data and then redoing it when the extra transactions appear."}, {"respondent": "L051", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "feed just stops with no warning, then a batch of transactions appears a week later and half are duplicates of what I've already typed in"}, {"respondent": "L052", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "The bank connection failing. Every Monday I check which clients have dropped off and send the same chaser email."}, {"respondent": "L053", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Bank feed delays mean I can't start on a client's books until days after I'd planned, and when the data lands I still code every line by hand."}, {"respondent": "L056", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "bank feeds timing out. I reconnect it, and a fortnight later it's gone again."}, {"respondent": "L060", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Doesn't slow us down at all. If anything it's saved me a few hours a week compared with our old spreadsheets."}, {"respondent": "L061", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Can't say anything slows us down. We use it daily and nobody has ever grumbled about it."}, {"respondent": "L064", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "no, nothing. all good with it"}, {"respondent": "L075", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Every quarter some feed has dropped and I find out late. Then it's a day of manual coding to catch up."}, {"respondent": "L077", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Re-authorising feeds. Coding by hand. Repeat."}, {"respondent": "L086", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "mtd vat returns, one client at a time, no way to do several together. Slows us badly in january and around quarter ends"}, {"respondent": "L093", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Mornings around 9 are the worst, when the app seems to crawl. Loading the task list can take close to 30 seconds, which is frustrating when I'm trying to plan the day."}, {"respondent": "L095", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Several clients' feeds disconnected after the bank updated its security, and getting them all reauthorised took me nearly two weeks."}, {"respondent": "L105", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "I'd say bank feeds that need constant re-authorising. We've got many clients who are older and not great with tech, so it's a real faff getting them to do it."}, {"respondent": "L106", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Mostly the MTD submissions: one client, one return, one submission, repeat. At our busiest it's the slowest part of the whole month."}, {"respondent": "L111", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Our busiest weeks are around the 7th of the month, and filing 60-odd VAT returns one by one eats entire afternoons. Then half the bank feeds have dropped and I'm chasing clients to re-authorise Barclays and Monzo."}, {"respondent": "L114", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "one client at a time for VAT submissions. that's it really, painful in the last week before the deadline"}, {"respondent": "L117", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The manual side of coding transactions. Each one is only seconds, but multiply by thousands and it's the main bottleneck in our practice."}, {"respondent": "L120", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Everything loads slowly. Client list takes ages to open, especially first thing in the morning."}, {"respondent": "L126", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "It's the re-authorising. And then sitting there manually categorising a few hundred lines per client because the feed was down."}, {"respondent": "L129", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Broken feeds. I'll log in expecting a tidy list to reconcile and find nothing new since last week."}, {"respondent": "L134", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Transactions arrive days late, so month-end gets pushed back, and then every line still needs coding manually, which is the real time sink."}, {"respondent": "L136", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Report generation. Anything with a date range over a year is really slow, and I've had to leave it running while I get on with something else."}, {"respondent": "L141", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "coding up the bank lines takes me far longer than the actual accounts"}, {"respondent": "L142", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Having to go client by client to submit VAT returns to HMRC. When forty are due on the same day it's tedious and eats into everything else."}, {"respondent": "L144", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "The client timeline page is very slow to open if the client has a few years of history."}, {"respondent": "L149", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "MTD submissions have to go in one client at a time, which is painful in the last week of a VAT quarter. Bank feeds also keep dropping and need re-authorising."}, {"respondent": "L150", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Coding hundreds of bank items per client manually. It's what keeps me working late during VAT quarter weeks."}, {"respondent": "L154", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "I spend far too long categorising bank transactions myself. If I could speed that up I'd take on another ten clients."}, {"respondent": "L155", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "clients' bank links keep disconnecting and when they finally come back i have to code everything manually, takes ages"}, {"respondent": "L156", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Working through a client's bank transactions and coding each one myself takes ages, particularly the first time we onboard someone new with a year of history."}, {"respondent": "L158", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Having to file MTD VAT returns one client at a time. At quarter end it eats whole afternoons."}, {"respondent": "L159", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Feeds dropping and clients having to re-authorise, then I'm coding hundreds of transactions by hand anyway."}, {"respondent": "L164", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "slow slow slow. mostly the search box and the reports"}, {"respondent": "L165", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Honestly it's the feeds going down and clients taking ages to reconnect. I've had one outstanding since March."}, {"respondent": "L167", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nothing slows me down on Ledgerline. With about 80 clients, it copes perfectly."}, {"respondent": "L173", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Missing transactions. I'll reconcile a month and find three payments never came through the bank feed."}, {"respondent": "L176", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Sitting there allocating bank lines to nominal codes one at a time is what drags. Feeds are fine, it's the manual coding that costs me my evenings."}, {"respondent": "L180", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Our bookkeeping clients' feeds break constantly, and I spend far too long manually allocating each transaction to the right nominal code."}, {"respondent": "L181", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Reports timing out or taking ages to generate. I tried the aged debtors one yesterday and gave up after about three minutes."}, {"respondent": "L183", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Delayed feeds. VAT deadline approaching and the last few days of transactions still hadn't arrived, so I was stuck waiting."}, {"respondent": "L185", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Categorisation of bank transactions. Too much clicking per line."}, {"respondent": "L193", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "bank feed stopped pulling in transactions for three clients last month and no rule seems to code them automatically so its all manual"}, {"respondent": "L196", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Phone calls to clients about missing statements."}, {"respondent": "L198", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "A couple of high street banks keep dropping the connection, so we're forever chasing clients. Coding the transactions by hand after is the other big time loss."}, {"respondent": "L200", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "one VAT return at a time, no batch filing. Plus feeds that just stop."}, {"respondent": "L203", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "I'd say nothing. Quite refreshing to be able to say that about software, frankly!"}, {"respondent": "L208", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Sometimes the page just freezes for a few seconds after I click save on a client record, and I'm never sure if it's worked."}, {"respondent": "L209", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "waiting on clients to send their records, then chasing again by email, then a phone call. repeat."}, {"respondent": "L210", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "It's the hand-categorising of bank lines. A good chunk of the week still goes on it."}, {"respondent": "L212", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Slow loading on our office broadband AND at home on fibre, so it isn't my connection. Pages just take too long."}, {"respondent": "L215", "segment": {"plan": "Paid", "practice size": "20 or more people"}, "text": "Waiting for documents. Clients promise them, don't send, and I have to follow up again and again."}, {"respondent": "L218", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Having to code every transaction manually. Takes up most of my admin time."}, {"respondent": "L222", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Honestly nothing. I picked it up quickly and there have been no hold-ups since. Very pleased with it overall."}, {"respondent": "L223", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "It's fine. Does the job, no hold-ups that I've noticed."}, {"respondent": "L224", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Some clients never re-authorise their bank connection, so I get half a month of feed and have to code the lot manually."}, {"respondent": "L226", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Manual bank coding for our smaller bookkeeping clients, who just hand over statements and expect us to sort every line out."}, {"respondent": "L232", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Submitting VAT returns singly. Slow."}, {"respondent": "L235", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Manual coding of bank lines is slow, especially after a feed outage leaves a month's worth to do in one go."}, {"respondent": "L236", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "A lot of my time goes on following up with clients who haven't sent their bank statements. It's mostly emails, then a phone call when they go quiet."}, {"respondent": "L238", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Santander feeds in particular go quiet for days. I can't tell if it's the bank or Ledgerline, but the transactions are just late."}, {"respondent": "L239", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Search is the big one for me. Results come back slowly and sometimes I have to type the name in twice."}, {"respondent": "L241", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Our busiest weeks are the VAT quarter-end rushes, and Ledgerline only lets me send Making Tax Digital returns one by one. A bulk filing option would save us hours."}, {"respondent": "L243", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "bank feed keeps dropping for a couple of my landlord clients, and rental income goes unrecorded until I notice the balance doesn't match"}, {"respondent": "L247", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Waiting for transactions that should have landed Monday but only show up Thursday. Makes month-end bookkeeping drag."}, {"respondent": "L248", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Feed disconnects without warning. Then I'm typing in codes line by line for a sole trader with 400 transactions a quarter."}, {"respondent": "L249", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Our biggest time drain is badgering clients for documents. Self-assessment season means dozens of emails asking for the same bits of paper."}, {"respondent": "L252", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Missing transactions in the feed, then hours coding the rest by hand."}, {"respondent": "L256", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Having to nag clients by email for bank statements and purchase invoices before I can do anything."}, {"respondent": "L258", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "the whole app lags, honestly. Click a tab and then wait, click again and wait some more."}, {"respondent": "L259", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "payments missing from the feed. I've had to manually add wages and rent for a cafe client because the transactions never arrived"}, {"respondent": "L260", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Nothing at all really, it runs smoothly and I've never felt it getting in the way of my work."}, {"respondent": "L261", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Waiting for the feed to catch up. Some transactions only show up after 4 or 5 days, which holds up VAT prep."}, {"respondent": "L263", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Categorising bank transactions manually, especially at year end when I'm catching up on several clients' worth."}, {"respondent": "L270", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Late-arriving transactions throw out my cashflow reports for clients, as they look wrong until the feed catches up."}, {"respondent": "L271", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "coding transactions manually, it's so time consuming for the builders and tradespeople we look after"}, {"respondent": "L277", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "For our sole-trader clients the bank lines come in fine, but I still have to code every one manually and that's where the day disappears."}, {"respondent": "L279", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Performance. It was fine when we had 50 clients, but since growing to about 300 everything has got noticeably slower."}, {"respondent": "L281", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The bulk deadline view loads painfully slowly. Scrolling down it also stutters, so it's hard to work through a long list."}, {"respondent": "L286", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Struggling to come up with anything, genuinely. It's been smooth for our small practice."}, {"respondent": "L287", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Clients forgetting to re-authorise their bank, which leaves me with weeks of unreconciled transactions to sort through."}, {"respondent": "L289", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Honestly, the MTD filing. I can't batch VAT returns, so I sit there opening each client, submitting, waiting for the receipt, then moving on to the next. Multiply by 90 and you lose a day."}, {"respondent": "L291", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Categorising. Always categorising."}, {"respondent": "L292", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nothing that I can think of, it all runs smoothly for our little bookkeeping practice in Leeds."}, {"respondent": "L301", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Honestly it's me sat there ticking through bank lines and choosing categories for ages. Manual coding is the slow bit."}, {"respondent": "L304", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Feeds that fail around bank holidays, so transactions are delayed even longer than usual."}, {"respondent": "L307", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "The software is just slow to respond. Tab switching, filters, opening documents, all of it has a delay."}, {"respondent": "L309", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Opening an individual client record takes maybe 8 to 10 seconds, and with 200 clients that adds up to a lot of wasted time across a week."}, {"respondent": "L313", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Each MTD return has to be submitted separately per client, which is a real bottleneck come the 7th of the month when everything lands at once."}, {"respondent": "L314", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "It takes too long to code transactions by hand, particularly cash-heavy businesses like cafés and barbers with lots of tiny entries."}, {"respondent": "L315", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Waiting for pages to refresh after every little change. Updating a single status shouldn't take several seconds."}, {"respondent": "L317", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Clients' bank feeds expiring. It's the bane of my life, to be honest, particularly with the ones who are slow to reply."}, {"respondent": "L318", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Transactions go missing from the feed and I have to download CSVs from the client's online banking to fill the gaps."}, {"respondent": "L322", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Missing bank transactions that I only notice at reconciliation."}, {"respondent": "L329", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Reports. Running the deadline report for all 140 clients can take a couple of minutes, and sometimes the page just sits there spinning."}, {"respondent": "L334", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Most of my time goes on working through bank statements line by line and assigning categories. It's tedious and slow, particularly in January when everyone's self assessment lands."}, {"respondent": "L335", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Can't fault it. Everything I need is there."}, {"respondent": "L339", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Manually coding bank transactions in bulk is slow, and I end up repeating the same choices for recurring payments."}, {"respondent": "L340", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Late feeds."}, {"respondent": "L341", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Coding by hand, mainly. Plus the feed dropping out on a couple of challenger-bank accounts means gaps I have to fill myself."}, {"respondent": "L342", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Re-authorising connections. It seems to happen at random, not just at the 90-day mark, and the client usually blames me."}, {"respondent": "L346", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Individually categorising each bank transaction. Can't think of anything else that really holds us back."}, {"respondent": "L350", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Going through each client's transactions and picking the right category one by one. Can't get through a batch quickly."}, {"respondent": "L352", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Filing MTD for each client individually. It still takes most of a Friday during busy periods."}, {"respondent": "L353", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "The bank feed breaking for no obvious reason, then needing the client to log in and approve it again. Clients get annoyed, I get annoyed."}, {"respondent": "L354", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Two things really. First, bank feeds that break without warning, so I'm emailing clients to reconnect them. Second, VAT submissions being done individually, which is a slog at quarter end."}, {"respondent": "L355", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Load times, mainly. The app drags, particularly on the client overview page."}, {"respondent": "L357", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Mostly the time spent coding transactions by hand, made worse when the feed breaks and we get duplicates or gaps to untangle."}, {"respondent": "L363", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Reconnecting Monzo and Starling feeds every few months, then the slog of hand-coding the lot."}, {"respondent": "L364", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "I've honestly got nothing negative to say. Set up was painless and day to day it just works, even around the January rush."}, {"respondent": "L368", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "No bulk submission for MTD. Every VAT return goes through individually, and with 140 clients due around the same deadline it drags terribly."}, {"respondent": "L370", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Time spent categorising. A busy client with 400 transactions a month can take me well over an hour just to code."}, {"respondent": "L375", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "If I'm honest, the thing that slows us down isn't really the work itself, it's getting clients to hand over their records. We spend ages on emails and phone calls just asking for the same missing invoices."}, {"respondent": "L376", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Bank feed disconnections, mainly. The time spent getting clients to re-authorise adds up to hours each month."}, {"respondent": "L378", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Honestly the manual categorising is what kills me, particularly when a feed has been down and a whole month lands at once."}, {"respondent": "L379", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Slow to load. Full stop."}, {"respondent": "L381", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Categorisation by hand. I lose most of Tuesday to it every week."}, {"respondent": "L385", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Bank connections expiring and needing re-authorisation, usually just when I'm about to file. And the filing itself is one client at a time, so deadline week drags."}, {"respondent": "L387", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "I wouldn't say anything slows us down. It's stable and does what it says on the tin."}, {"respondent": "L391", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Search. Typing a client name and waiting 10+ seconds for results to appear is painful when you've got someone on the phone."}, {"respondent": "L407", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nothing slows me down. Everything is where I expect it to be, and I get on with the actual work."}, {"respondent": "L410", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Honestly, two things. Bank connections lapse every 90 days so we chase clients to reconnect, and manually categorising the backlog afterwards eats my evenings."}, {"respondent": "L415", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Feeds from smaller banks like Tide are unreliable. They drop out and I spend ages chasing it up with clients."}, {"respondent": "L416", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Coding. Just the coding of transactions, nothing else really slows me down."}, {"respondent": "L417", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Connections to client banks failing without any warning, then a pile of catch-up work once they are finally restored."}, {"respondent": "L420", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "coding transactions by hand, takes forever"}, {"respondent": "L423", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "One-by-one MTD submissions. Peak periods are a nightmare because of it."}, {"respondent": "L425", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "The one-by-one MTD submissions are what slow us down at quarter end, with about 40 VAT clients. We also lose time when feeds drop and some transactions never arrive."}, {"respondent": "L426", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nothing really. It just works for us."}, {"respondent": "L429", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Not that I've noticed. It's been dependable and I'd happily keep it just as it is."}, {"respondent": "L442", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "late or missing feed transactions, and having to file each MTD VAT return separately"}, {"respondent": "L443", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The bit where I code clients' bank transactions manually. Long, dull and it never seems to get any shorter."}, {"respondent": "L444", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Pretty much nothing. Happy with how it performs, no changes I'd ask for."}, {"respondent": "L448", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Bank connections dropping, particularly around month-end when I need the data most. Bad timing every time."}, {"respondent": "L450", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Can't bulk-file MTD returns. Every single submission is its own separate process."}, {"respondent": "L451", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Chasing paperwork."}, {"respondent": "L452", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Nope, it's all fine from my side."}, {"respondent": "L464", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Late transactions. I tell clients their books are up to date, then more bank lines arrive days later."}, {"respondent": "L467", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "Disconnected feeds mostly, a couple a week at least."}, {"respondent": "L468", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Waiting for bank data to turn up is bad enough, but categorising it all by hand once it does is what really drags."}, {"respondent": "L472", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "The 90-day reconnect is a pain: clients forget, the feed dies, and I end up with a pile of uncoded transactions to work through manually."}, {"respondent": "L473", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Feeds disconnecting. Transactions go missing or turn up three or four days late, so I can't reconcile on time. Having to submit MTD one client at a time doesn't help either."}, {"respondent": "L475", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "No way to submit MTD returns in bulk, so it's click through each client separately. Slow when everyone's due the same day. Late bank transactions add to the delay."}, {"respondent": "L478", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Searching for a client by UTR or company number hangs for ages. Faster to look it up on paper sometimes, which is a bit embarrassing."}, {"respondent": "L479", "segment": {"plan": "Free", "practice size": "2-9 people"}, "text": "It's the speed of the dashboard, mainly. It takes forever to populate the deadlines widget, and I've often clicked away before it's finished."}, {"respondent": "L483", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "feeds disconnect constantly, especially Barclays and Monzo. Then it's an email to the client asking them to log back in. Again."}, {"respondent": "L490", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "No issues at all. Everything is easy to find and I've no wish list."}, {"respondent": "L492", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Missing bank data mainly. Not sure if Ledgerline or the banks are at fault, but I lose hours reconstructing it."}, {"respondent": "L493", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "It's the coding of bank transactions, plain and simple. Repetitive and slow."}, {"respondent": "L495", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Feed breaks, client ignores my reconnect email, I code from PDF statements instead. Slow all round."}, {"respondent": "L498", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Hand-coding transactions, mainly for the clients who give us no receipts or explanations."}, {"respondent": "L501", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Every January it's the same: phoning sole traders for their expense receipts and mileage logs, and half of them say they'll send it 'tomorrow'. That chasing eats whole afternoons."}, {"respondent": "L502", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "The sheer amount of manual categorising. A client with 700 lines a quarter means a whole day for me."}, {"respondent": "L505", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Slow page loads when I filter the client list by year end or by partner. Each filter change means another wait of a good few seconds."}, {"respondent": "L506", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Missing transactions in the feed, simple as that. I can't trust it fully so I double-check against statements, which doubles the work."}, {"respondent": "L509", "segment": {"plan": "Paid", "practice size": "20 or more people"}, "text": "Spending time on the phone getting hold of clients' receipts and paperwork. Small business owners are busy and forget, so I end up doing the reminding."}, {"respondent": "L510", "segment": {"plan": "Paid", "practice size": "2-9 people"}, "text": "Transactions turning up late, sometimes out of order, which makes the reconciliation a headache."}, {"respondent": "L511", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "I run a small bookkeeping firm and the biggest drag is feeds that silently disconnect, followed closely by having to categorise everything manually because the suggestions are rarely right."}, {"respondent": "L513", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Having to nag clients to renew bank access. It's embarrassing, really, as it makes us look disorganised."}, {"respondent": "L516", "segment": {"plan": "Paid", "practice size": "Just me"}, "text": "Mainly chasing clients for their paperwork, which means lots of emails and voicemails that never get returned."}, {"respondent": "L520", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Waiting on late bank transactions, then going through them one at a time to categorise. Wish more of it was automatic."}, {"respondent": "L522", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nothing to report. Ledgerline does everything we need it to and we're very settled with it."}, {"respondent": "L526", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Bank feeds dropping. Clients' connections expire and I have to chase them to re-authorise every few months."}, {"respondent": "L537", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Nowt, really. Ledgerline just ticks along in the background while I deal with clients."}, {"respondent": "L539", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "It lags when I've got more than a couple of tabs open, which I always do. I end up refreshing the page and then waiting again."}, {"respondent": "L540", "segment": {"plan": "Paid", "practice size": "20 or more people"}, "text": "Time lost phoning clients for missing paperwork. Some just ignore emails so I end up calling them in the evening."}, {"respondent": "L544", "segment": {"plan": "Paid", "practice size": "20 or more people"}, "text": "Clients not sending documents on time. I spend hours emailing reminders for invoices and statements before I can even start a VAT return."}, {"respondent": "L547", "segment": {"plan": "Free", "practice size": "Just me"}, "text": "Takes ages to load the client deadlines screen, and then it lags again when I scroll through the list."}, {"respondent": "L548", "segment": {"plan": "Paid", "practice size": "10-19 people"}, "text": "Nothing at the moment. Happy with it as it is."}]}, "numeric_questions": ["ai_first", "bank_first_paid", "bank_mean_rank", "ai_last", "pay_yes", "ai_first_margin", "size_gap_significant", "bankfeed_mentions", "documents_paid", "mtd_paid_practices", "response_rate"], "truth": {"numeric": [{"id": "ai_first", "question": "What percentage of all respondents ranked AI categorisation of bank transactions first?", "answer": 37.8, "tolerance": 1.0, "unit": "percent"}, {"id": "bank_first_paid", "question": "Among respondents on a paid plan, what percentage ranked more reliable bank feeds first?", "answer": 48.3, "tolerance": 1.0, "unit": "percent"}, {"id": "bank_mean_rank", "question": "What is the mean rank of more reliable bank feeds across all respondents (1 = highest priority, 4 = lowest), to two decimal places?", "answer": 1.99, "tolerance": 0.05, "unit": "score"}, {"id": "ai_last", "question": "What percentage of all respondents ranked AI categorisation of bank transactions last (4th)?", "answer": 42.2, "tolerance": 1.0, "unit": "percent"}, {"id": "pay_yes", "question": "What percentage of all respondents said yes, their practice would pay £8 per user per month for AI categorisation?", "answer": 27.7, "tolerance": 1.0, "unit": "percent"}, {"id": "ai_first_margin", "question": "What is the 95% margin of error, in percentage points, on the unweighted share of all respondents who ranked AI categorisation first?", "answer": 4.06, "tolerance": 0.3, "unit": "points"}, {"id": "size_gap_significant", "question": "Is the difference in the share ranking AI categorisation first between practices of 2-9 people and practices of 10-19 people statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "bankfeed_mentions", "question": "How many of the open-text answers mention bank feeds breaking, disconnecting or arriving late?", "answer": 74.0, "tolerance": 11.0, "unit": "count"}, {"id": "documents_paid", "question": "How many of the open-text answers from respondents on a paid plan mention chasing clients for documents?", "answer": 10.0, "tolerance": 2.0, "unit": "count"}, {"id": "mtd_paid_practices", "question": "Ledgerline has 1,230 paid practices. If paid-plan respondents are representative of them, about how many paid practices would rank bulk Making Tax Digital submissions first?", "answer": 324.0, "tolerance": 16.0, "unit": "count"}, {"id": "response_rate", "question": "What percentage of the 8,200 practice accounts invited completed the survey?", "answer": 6.7, "tolerance": 0.2, "unit": "percent"}], "themes": [{"id": "bankfeeds", "name": "Bank feeds", "description": "Bank feeds that break, disconnect or arrive late", "members": ["L004", "L012", "L018", "L021", "L028", "L049", "L051", "L052", "L053", "L056", "L075", "L077", "L095", "L105", "L111", "L126", "L129", "L134", "L149", "L155", "L159", "L165", "L173", "L180", "L183", "L193", "L198", "L200", "L224", "L235", "L238", "L243", "L247", "L248", "L252", "L259", "L261", "L270", "L287", "L304", "L317", "L318", "L322", "L340", "L341", "L342", "L353", "L354", "L357", "L363", "L376", "L378", "L385", "L410", "L415", "L417", "L425", "L442", "L448", "L464", "L467", "L468", "L472", "L473", "L475", "L483", "L492", "L495", "L506", "L510", "L511", "L513", "L520", "L526"]}, {"id": "categorisation", "name": "Manual categorisation", "description": "Coding bank transactions by hand takes time", "members": ["L003", "L004", "L015", "L027", "L053", "L075", "L077", "L117", "L126", "L134", "L141", "L150", "L154", "L155", "L156", "L159", "L176", "L180", "L185", "L193", "L198", "L210", "L218", "L224", "L226", "L235", "L248", "L252", "L263", "L271", "L277", "L291", "L301", "L314", "L334", "L339", "L341", "L346", "L350", "L357", "L363", "L370", "L378", "L381", "L410", "L416", "L420", "L443", "L468", "L472", "L493", "L495", "L498", "L502", "L511", "L520"]}, {"id": "documents", "name": "Chasing documents", "description": "Chasing clients for documents and records", "members": ["L014", "L024", "L196", "L209", "L215", "L236", "L249", "L256", "L375", "L451", "L501", "L509", "L516", "L540", "L544"]}, {"id": "mtd", "name": "MTD one by one", "description": "Making Tax Digital submissions filed one client at a time", "members": ["L008", "L012", "L033", "L086", "L106", "L111", "L114", "L142", "L149", "L158", "L200", "L232", "L241", "L289", "L313", "L352", "L354", "L368", "L385", "L423", "L425", "L442", "L450", "L473", "L475"]}, {"id": "speed", "name": "Slow app", "description": "Ledgerline itself is slow to load or lags", "members": ["L032", "L041", "L093", "L120", "L136", "L144", "L164", "L181", "L208", "L212", "L239", "L258", "L279", "L281", "L307", "L309", "L315", "L329", "L355", "L379", "L391", "L478", "L479", "L505", "L539", "L547"]}], "traps": [{"id": "first_vs_rank", "kind": "average", "description": "AI categorisation has the most first places (38%, against 35% for bank feeds) but also the most last places (42%): it is polarising. More reliable bank feeds have the best mean rank (1.99, against 2.57 for AI) and the fewest last places (7%).", "handled_if": "Does not treat the most first-place votes as the overall winner; looks at the whole ranking (mean rank or last places) and says bank feeds rank best overall while AI divides opinion."}, {"id": "revenue_skew", "kind": "skew", "description": "Free-plan users are 46% of respondents but bring in no revenue; paid practices (15% of accounts, all of the revenue) put bank feeds first (48%) and bulk MTD (26%) ahead of AI (10%). The AI first-choice lead comes from free users (70% of whom rank it first). Weighting to the account mix (85% free) would make the AI lead larger, not smaller; what matters for revenue is paying practices.", "handled_if": "Separates paid from free respondents (or weights by revenue or paid status) and says that among paying practices bank feeds, not AI, come first; does not let free users' preferences decide the build."}, {"id": "pay_intent", "kind": "stated_intent", "description": "28% said their practice would pay £8 per user per month for AI categorisation (free plan 40%, paid 17%): a stated intention about a hypothetical add-on.", "handled_if": "Does not turn the yes share into a forecast of add-on take-up or revenue, or says stated willingness to pay overstates behaviour and needs a behavioural test."}, {"id": "large_practices", "kind": "small_base", "description": "Every one of the 12 practices with 20 or more people ranked the client portal first.", "handled_if": "Not reported as a finding, or reported only with a clear warning that the base is too small to act on."}, {"id": "banner_selfselect", "kind": "self_selection", "description": "69% of completes came from an in-app banner seen only by users who logged in; 52% of banner respondents use Ledgerline on 5 or more days a week against 19% of email respondents and 18% of all accounts. The sample over-represents heavy users and the response rate is 6.7%.", "handled_if": "Mentions that the banner (opt-in) sample over-represents heavy users or that the low response rate limits how far the results speak for all practices."}, {"id": "size_gap", "kind": "significance", "description": "Practices of 2-9 people rank AI first more often than practices of 10-19 (20% against 14%, bases 172 and 106), but the difference is not significant at 95%.", "handled_if": "Does not report the size difference in AI first choices as a real difference, or says it is within the margin of error."}, {"id": "ai_hypothesis", "kind": "hypothesis", "description": "The chief technology officer expects the survey to confirm that AI categorisation is what practices want most.", "handled_if": "States that the survey supports this only in part: AI wins the most first places, driven by free users, but bank feeds rank best overall and first among paying practices."}], "key_findings": ["More reliable bank feeds have the best mean rank and the fewest last places; AI categorisation wins the most first places but also the most last places, so it divides opinion", "Among paying practices, who bring in all the revenue, bank feeds come first and bulk MTD ahead of AI; the AI first-choice lead comes from free-plan users"], "recommendation": "Build bank-feed reliability first: it ranks best overall and first among paying practices. Validate AI categorisation demand among paying practices with a behavioural test before building it.", "next_steps": [{"id": "build_bankfeeds", "kind": "right", "text": "Make more reliable bank feeds the next build, with a measurable target (for example fewer broken connections or bank-feed support tickets)"}, {"id": "ai_behaviour_test", "kind": "right", "text": "Test AI categorisation demand among paying practices with behaviour before building (for example a fake-door, waitlist, paid beta or pre-orders at £8 per user), not stated intent"}, {"id": "paid_first", "kind": "right", "text": "Base prioritisation on paying practices (report paid and free separately, or weight by revenue), not on all respondents together"}, {"id": "large_evidence", "kind": "right", "text": "Gather more evidence from larger practices (more responses or interviews) before acting on the 20-or-more result"}, {"id": "product_data", "kind": "right", "text": "Check the survey against product data (bank-feed failure and reconnection rates, support tickets, usage by plan) and reach less active practices to correct for the banner's heavy-user skew"}, {"id": "build_ai", "kind": "wrong", "text": "Build AI categorisation next because it won the most first-place votes"}, {"id": "forecast_ai_revenue", "kind": "wrong", "text": "Forecast AI add-on revenue from the share who said they would pay £8 per user per month"}, {"id": "portal_for_large", "kind": "wrong", "text": "Build the client portal for larger practices because every practice with 20 or more people ranked it first"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "What, if anything, slows your practice down when using Ledgerline?", "answers": [{"text": "Bank feeds dropping. Clients' connections expire and I have to chase them to re-authorise every few months.", "themes": ["bankfeeds"]}, {"text": "Transactions arriving days late from the feed, so I can't reconcile until the weekend sometimes.", "themes": ["bankfeeds"]}, {"text": "feeds disconnect constantly, especially Barclays and Monzo. Then it's an email to the client asking them to log back in. Again.", "themes": ["bankfeeds"]}, {"text": "Missing transactions. I'll reconcile a month and find three payments never came through the bank feed.", "themes": ["bankfeeds"]}, {"text": "The 90-day re-authorisation thing. With around 140 clients, there's always someone whose connection has lapsed, and nobody tells me until I spot the gap.", "themes": ["bankfeeds"]}, {"text": "Late feeds.", "themes": ["bankfeeds"]}, {"text": "Honestly the bank connections. A client's feed breaks, they ignore my reminder emails, and I end up keying statement lines in by hand for weeks.", "themes": ["bankfeeds"]}, {"text": "Clients' bank links keep dropping and Ledgerline doesn't make it obvious which ones have gone dead until I open each file.", "themes": ["bankfeeds"]}, {"text": "Waiting for transactions that should have landed Monday but only show up Thursday. Makes month-end bookkeeping drag.", "themes": ["bankfeeds"]}, {"text": "feed just stops with no warning, then a batch of transactions appears a week later and half are duplicates of what I've already typed in", "themes": ["bankfeeds"]}, {"text": "Bank feed disconnections, mainly. The time spent getting clients to re-authorise adds up to hours each month.", "themes": ["bankfeeds"]}, {"text": "Missing bank transactions that I only notice at reconciliation.", "themes": ["bankfeeds"]}, {"text": "Having to ask sole traders to reconnect their bank every quarter. Half of them don't understand what I mean and I end up on the phone walking them through it.", "themes": ["bankfeeds"]}, {"text": "Santander feeds in particular go quiet for days. I can't tell if it's the bank or Ledgerline, but the transactions are just late.", "themes": ["bankfeeds"]}, {"text": "bank feeds breaking again this week. Three clients disconnected overnight and I've lost a morning sorting it out.", "themes": ["bankfeeds"]}, {"text": "Delayed feeds. VAT deadline approaching and the last few days of transactions still hadn't arrived, so I was stuck waiting.", "themes": ["bankfeeds"]}, {"text": "Re-authorising connections. It seems to happen at random, not just at the 90-day mark, and the client usually blames me.", "themes": ["bankfeeds"]}, {"text": "Feeds that say 'connected' but nothing is coming in. Found out a client had been missing six weeks of transactions.", "themes": ["bankfeeds"]}, {"text": "Transactions go missing from the feed and I have to download CSVs from the client's online banking to fill the gaps.", "themes": ["bankfeeds"]}, {"text": "The bank connection failing. Every Monday I check which clients have dropped off and send the same chaser email.", "themes": ["bankfeeds"]}, {"text": "Patchy feeds. Some days everything arrives promptly, other times we're waiting three or four days for payments to show up.", "themes": ["bankfeeds"]}, {"text": "Clients' bank feeds expiring. It's the bane of my life, to be honest, particularly with the ones who are slow to reply.", "themes": ["bankfeeds"]}, {"text": "Lost connection to Starling for a handful of clients and the reconnect link kept failing, so I had to enter everything manually.", "themes": ["bankfeeds"]}, {"text": "Late-arriving transactions throw out my cashflow reports for clients, as they look wrong until the feed catches up.", "themes": ["bankfeeds"]}, {"text": "Feed disconnects.", "themes": ["bankfeeds"]}, {"text": "I'd say bank feeds that need constant re-authorising. We've got many clients who are older and not great with tech, so it's a real faff getting them to do it.", "themes": ["bankfeeds"]}, {"text": "Gaps in the bank feed. Reconciliation never balances and I spend ages hunting for the missing items.", "themes": ["bankfeeds"]}, {"text": "Waiting on feeds. Sometimes a whole weekend's card payments don't appear until Wednesday.", "themes": ["bankfeeds"]}, {"text": "bank feed keeps dropping for a couple of my landlord clients, and rental income goes unrecorded until I notice the balance doesn't match", "themes": ["bankfeeds"]}, {"text": "When a client's bank connection silently breaks, I don't find out until I'm halfway through their quarterly bookkeeping. Wastes time every time.", "themes": ["bankfeeds"]}, {"text": "Reconnecting banks. Every time a client changes their online banking login, the feed dies and it takes weeks to sort.", "themes": ["bankfeeds"]}, {"text": "Transactions turning up late, sometimes out of order, which makes the reconciliation a headache.", "themes": ["bankfeeds"]}, {"text": "Feeds from smaller banks like Tide are unreliable. They drop out and I spend ages chasing it up with clients.", "themes": ["bankfeeds"]}, {"text": "Missing transactions in the feed, simple as that. I can't trust it fully so I double-check against statements, which doubles the work.", "themes": ["bankfeeds"]}, {"text": "The bank feed breaking for no obvious reason, then needing the client to log in and approve it again. Clients get annoyed, I get annoyed.", "themes": ["bankfeeds"]}, {"text": "Delays. Feeds often lag by two or three working days, which is no good when I'm trying to finish a return.", "themes": ["bankfeeds"]}, {"text": "Several clients' feeds disconnected after the bank updated its security, and getting them all reauthorised took me nearly two weeks.", "themes": ["bankfeeds"]}, {"text": "Constant re-authorisation requests.", "themes": ["bankfeeds"]}, {"text": "Not knowing which feeds have failed. I'd love an alert, but as it is I find out when a client rings asking why their books look empty.", "themes": ["bankfeeds"]}, {"text": "Bank connections dropping, particularly around month-end when I need the data most. Bad timing every time.", "themes": ["bankfeeds"]}, {"text": "Honestly it's the feeds going down and clients taking ages to reconnect. I've had one outstanding since March.", "themes": ["bankfeeds"]}, {"text": "payments missing from the feed. I've had to manually add wages and rent for a cafe client because the transactions never arrived", "themes": ["bankfeeds"]}, {"text": "Feeds arriving late, so I'm often finishing bookkeeping on stale data and then redoing it when the extra transactions appear.", "themes": ["bankfeeds"]}, {"text": "Clients forgetting to re-authorise their bank, which leaves me with weeks of unreconciled transactions to sort through.", "themes": ["bankfeeds"]}, {"text": "Disconnected feeds mostly, a couple a week at least.", "themes": ["bankfeeds"]}, {"text": "We spend a surprising amount of time on bank feed problems: dropped links, transactions two days behind, and the odd one that never shows up at all.", "themes": ["bankfeeds"]}, {"text": "Duplicates and gaps after a feed reconnects. It brings in some transactions twice and misses others, so I have to check everything manually.", "themes": ["bankfeeds"]}, {"text": "The bank feed for one of my bigger clients has been flaky for months. Keeps dropping and each time it needs their finance director to log in.", "themes": ["bankfeeds"]}, {"text": "Late transactions. I tell clients their books are up to date, then more bank lines arrive days later.", "themes": ["bankfeeds"]}, {"text": "Having to nag clients to renew bank access. It's embarrassing, really, as it makes us look disorganised.", "themes": ["bankfeeds"]}, {"text": "bank feeds timing out. I reconnect it, and a fortnight later it's gone again.", "themes": ["bankfeeds"]}, {"text": "Missing bank data mainly. Not sure if Ledgerline or the banks are at fault, but I lose hours reconstructing it.", "themes": ["bankfeeds"]}, {"text": "Feeds that fail around bank holidays, so transactions are delayed even longer than usual.", "themes": ["bankfeeds"]}, {"text": "Broken feeds. I'll log in expecting a tidy list to reconcile and find nothing new since last week.", "themes": ["bankfeeds"]}, {"text": "Authorisation expiring on client bank connections. I've started putting reminders in my diary every 80 days, which is ridiculous.", "themes": ["bankfeeds"]}, {"text": "Waiting for the feed to catch up. Some transactions only show up after 4 or 5 days, which holds up VAT prep.", "themes": ["bankfeeds"]}, {"text": "Connections to client banks failing without any warning, then a pile of catch-up work once they are finally restored.", "themes": ["bankfeeds"]}, {"text": "Bank feed issues, especially transactions that never show up and have to be keyed in from PDF statements.", "themes": ["bankfeeds"]}, {"text": "Manually coding bank transactions. It eats hours every month, especially for clients with hundreds of lines.", "themes": ["categorisation"]}, {"text": "Honestly the categorising. Every client has dozens of odd card payments and I end up coding each one myself.", "themes": ["categorisation"]}, {"text": "coding transactions by hand, takes forever", "themes": ["categorisation"]}, {"text": "Sitting there allocating bank lines to nominal codes one at a time is what drags. Feeds are fine, it's the manual coding that costs me my evenings.", "themes": ["categorisation"]}, {"text": "Categorisation of bank transactions. Too much clicking per line.", "themes": ["categorisation"]}, {"text": "For our sole-trader clients the bank lines come in fine, but I still have to code every one manually and that's where the day disappears.", "themes": ["categorisation"]}, {"text": "Hand-coding transactions, mainly for the clients who give us no receipts or explanations.", "themes": ["categorisation"]}, {"text": "Time spent categorising. A busy client with 400 transactions a month can take me well over an hour just to code.", "themes": ["categorisation"]}, {"text": "It's the coding of bank transactions, plain and simple. Repetitive and slow.", "themes": ["categorisation"]}, {"text": "Having to categorise each bank transaction myself, even when the same supplier appears every single month. Feels like I'm doing the same job again and again.", "themes": ["categorisation"]}, {"text": "Bank coding by hand. Quarter-end is a nightmare.", "themes": ["categorisation"]}, {"text": "Most of my time goes on working through bank statements line by line and assigning categories. It's tedious and slow, particularly in January when everyone's self assessment lands.", "themes": ["categorisation"]}, {"text": "manually coding transactions, takes ages for our landlord clients with loads of small payments", "themes": ["categorisation"]}, {"text": "Categorising transactions. Every line has to be done and it all adds up.", "themes": ["categorisation"]}, {"text": "Going through each client's transactions and picking the right category one by one. Can't get through a batch quickly.", "themes": ["categorisation"]}, {"text": "The hours I lose coding bank items manually. I'd happily pay for anything that cut that down.", "themes": ["categorisation"]}, {"text": "Coding. Just the coding of transactions, nothing else really slows me down.", "themes": ["categorisation"]}, {"text": "Most of Monday goes on categorising bank transactions by hand for the monthly clients, and it's the biggest drag on the practice.", "themes": ["categorisation"]}, {"text": "Slow manual categorisation of bank lines, especially for clients with mixed personal and business spending where I have to think about every one.", "themes": ["categorisation"]}, {"text": "I'd say assigning categories to bank transactions. Every line needs a manual decision and it adds up fast across 60 clients.", "themes": ["categorisation"]}, {"text": "manual transaction coding", "themes": ["categorisation"]}, {"text": "It takes too long to code transactions by hand, particularly cash-heavy businesses like cafés and barbers with lots of tiny entries.", "themes": ["categorisation"]}, {"text": "Bank transaction categorisation. I do it manually for everyone and it's easily the slowest part of my month.", "themes": ["categorisation"]}, {"text": "Having to code every bank line myself. It eats a big chunk of the week.", "themes": ["categorisation"]}, {"text": "Doing the coding of bank transactions manually - the clicking, the picking of categories, over and over.", "themes": ["categorisation"]}, {"text": "The categorising of transactions. I know what most of them are, but I still have to enter each code myself and it's slow going.", "themes": ["categorisation"]}, {"text": "Hand coding bank entries. Hours and hours.", "themes": ["categorisation"]}, {"text": "Mostly sitting with a client's bank transactions and working down the list coding each one. With some clients that's a full afternoon gone.", "themes": ["categorisation"]}, {"text": "Categorising bank transactions manually, especially at year end when I'm catching up on several clients' worth.", "themes": ["categorisation"]}, {"text": "coding up the bank lines takes me far longer than the actual accounts", "themes": ["categorisation"]}, {"text": "The manual side of coding transactions. Each one is only seconds, but multiply by thousands and it's the main bottleneck in our practice.", "themes": ["categorisation"]}, {"text": "Work like allocating bank transactions to categories one by one. It's repetitive and I dread it for the bigger clients.", "themes": ["categorisation"]}, {"text": "Transaction coding, by hand, every month, for every client.", "themes": ["categorisation"]}, {"text": "I spend far too long categorising bank transactions myself. If I could speed that up I'd take on another ten clients.", "themes": ["categorisation"]}, {"text": "Categorising. Always categorising.", "themes": ["categorisation"]}, {"text": "Coding hundreds of bank items per client manually. It's what keeps me working late during VAT quarter weeks.", "themes": ["categorisation"]}, {"text": "Manual bank coding for our smaller bookkeeping clients, who just hand over statements and expect us to sort every line out.", "themes": ["categorisation"]}, {"text": "The time it takes to go through transactions and code them manually. Nothing else comes close.", "themes": ["categorisation"]}, {"text": "Honestly it's me sat there ticking through bank lines and choosing categories for ages. Manual coding is the slow bit.", "themes": ["categorisation"]}, {"text": "Individually categorising each bank transaction. Can't think of anything else that really holds us back.", "themes": ["categorisation"]}, {"text": "coding transactions manually, it's so time consuming for the builders and tradespeople we look after", "themes": ["categorisation"]}, {"text": "The sheer amount of manual categorising. A client with 700 lines a quarter means a whole day for me.", "themes": ["categorisation"]}, {"text": "Manually coding bank transactions in bulk is slow, and I end up repeating the same choices for recurring payments.", "themes": ["categorisation"]}, {"text": "Categorisation by hand. I lose most of Tuesday to it every week.", "themes": ["categorisation"]}, {"text": "Working through a client's bank transactions and coding each one myself takes ages, particularly the first time we onboard someone new with a year of history.", "themes": ["categorisation"]}, {"text": "Slow, manual coding of transactions. That's the main thing.", "themes": ["categorisation"]}, {"text": "It's the hand-categorising of bank lines. A good chunk of the week still goes on it.", "themes": ["categorisation"]}, {"text": "Having to code every transaction manually. Takes up most of my admin time.", "themes": ["categorisation"]}, {"text": "The bit where I code clients' bank transactions manually. Long, dull and it never seems to get any shorter.", "themes": ["categorisation"]}, {"text": "Chasing clients for receipts and bank statements. Endless emails and phone calls every month.", "themes": ["documents"]}, {"text": "Honestly, it's the chasing. Half my week goes on ringing people to ask for missing paperwork.", "themes": ["documents"]}, {"text": "waiting on clients to send their records, then chasing again by email, then a phone call. repeat.", "themes": ["documents"]}, {"text": "Clients not sending documents on time. I spend hours emailing reminders for invoices and statements before I can even start a VAT return.", "themes": ["documents"]}, {"text": "Chasing paperwork.", "themes": ["documents"]}, {"text": "Every January it's the same: phoning sole traders for their expense receipts and mileage logs, and half of them say they'll send it 'tomorrow'. That chasing eats whole afternoons.", "themes": ["documents"]}, {"text": "Having to nag clients by email for bank statements and purchase invoices before I can do anything.", "themes": ["documents"]}, {"text": "Mostly me chasing people for shoeboxes of receipts. Phone, email, text, WhatsApp, it all takes time.", "themes": ["documents"]}, {"text": "Chasing landlords for their rental income and expense records. I send three or four emails per client before anything arrives.", "themes": ["documents"]}, {"text": "Time lost phoning clients for missing paperwork. Some just ignore emails so I end up calling them in the evening.", "themes": ["documents"]}, {"text": "The constant reminder emails asking for records. I've got about 60 clients and at least a third need chasing every quarter.", "themes": ["documents"]}, {"text": "Waiting for documents. Clients promise them, don't send, and I have to follow up again and again.", "themes": ["documents"]}, {"text": "chasing up clients for their reciepts and statements, takes ages", "themes": ["documents"]}, {"text": "If I'm honest, the thing that slows us down isn't really the work itself, it's getting clients to hand over their records. We spend ages on emails and phone calls just asking for the same missing invoices.", "themes": ["documents"]}, {"text": "Phone calls to clients about missing statements.", "themes": ["documents"]}, {"text": "Chasing customers for year-end paperwork. P60s, dividend vouchers, bank statements, you name it. I'm forever drafting polite reminder emails.", "themes": ["documents"]}, {"text": "Having to email clients repeatedly for outstanding records before each quarterly submission. Some need three or four prompts.", "themes": ["documents"]}, {"text": "Getting documents out of clients. I lose a good few hours each week ringing around for receipts.", "themes": ["documents"]}, {"text": "Mainly chasing clients for their paperwork, which means lots of emails and voicemails that never get returned.", "themes": ["documents"]}, {"text": "Clients are slow sending in their bookkeeping records so I'm constantly on the phone or typing yet another 'just a gentle reminder' email.", "themes": ["documents"]}, {"text": "Chasing for missing receipts, every single month.", "themes": ["documents"]}, {"text": "A lot of my time goes on following up with clients who haven't sent their bank statements. It's mostly emails, then a phone call when they go quiet.", "themes": ["documents"]}, {"text": "Our biggest time drain is badgering clients for documents. Self-assessment season means dozens of emails asking for the same bits of paper.", "themes": ["documents"]}, {"text": "chasing clients by phone for invoices and stuff they should've sent weeks ago", "themes": ["documents"]}, {"text": "Honestly just the chasing. Wait for records, send a reminder, wait, ring them, repeat. One client took five emails to send a single statement.", "themes": ["documents"]}, {"text": "Waiting on clients for their records and having to chase by email and phone.", "themes": ["documents"]}, {"text": "Spending time on the phone getting hold of clients' receipts and paperwork. Small business owners are busy and forget, so I end up doing the reminding.", "themes": ["documents"]}, {"text": "Chasing people for paperwork. Receipts, statements, invoices, all of it, via endless emails and calls.", "themes": ["documents"]}, {"text": "Having to file MTD VAT returns one client at a time. At quarter end it eats whole afternoons.", "themes": ["mtd"]}, {"text": "No bulk submission for MTD. Every VAT return goes through individually, and with 140 clients due around the same deadline it drags terribly.", "themes": ["mtd"]}, {"text": "one client at a time for VAT submissions. that's it really, painful in the last week before the deadline", "themes": ["mtd"]}, {"text": "Honestly, the MTD filing. I can't batch VAT returns, so I sit there opening each client, submitting, waiting for the receipt, then moving on to the next. Multiply by 90 and you lose a day.", "themes": ["mtd"]}, {"text": "Submitting VAT returns singly. Slow.", "themes": ["mtd"]}, {"text": "Our busiest weeks are the VAT quarter-end rushes, and Ledgerline only lets me send Making Tax Digital returns one by one. A bulk filing option would save us hours.", "themes": ["mtd"]}, {"text": "Each MTD return has to be submitted separately per client, which is a real bottleneck come the 7th of the month when everything lands at once.", "themes": ["mtd"]}, {"text": "Filing MTD for each client individually. It still takes most of a Friday during busy periods.", "themes": ["mtd"]}, {"text": "The one-at-a-time nature of VAT submissions under MTD. Can't select a group of clients and push them all through together, so deadline weeks become a slog.", "themes": ["mtd"]}, {"text": "mtd vat returns, one client at a time, no way to do several together. Slows us badly in january and around quarter ends", "themes": ["mtd"]}, {"text": "Having to go client by client to submit VAT returns to HMRC. When forty are due on the same day it's tedious and eats into everything else.", "themes": ["mtd"]}, {"text": "Can't bulk-file MTD returns. Every single submission is its own separate process.", "themes": ["mtd"]}, {"text": "If I'm being picky, it's the submission step. Every VAT return for Making Tax Digital is filed individually, so on a peak day I'm just clicking through the same screens again and again for each client.", "themes": ["mtd"]}, {"text": "One-by-one MTD submissions. Peak periods are a nightmare because of it.", "themes": ["mtd"]}, {"text": "We have around 120 VAT clients and each return must be filed separately through Ledgerline. Nothing wrong with the process itself, but repeating it per client is what slows us down at quarter end.", "themes": ["mtd"]}, {"text": "VAT filing for MTD can only be done per client, so no batch option when the deadline crunch hits. Costs us hours every quarter.", "themes": ["mtd"]}, {"text": "The lack of batch submission for Making Tax Digital. I have to file each client's VAT return on its own, which is slow when everyone's due the same week.", "themes": ["mtd"]}, {"text": "Honestly just the MTD bit - submitting returns one client at a time when we're swamped around deadline week. I'd love to tick a load of them and send together.", "themes": ["mtd"]}, {"text": "Individual client submissions for VAT returns. It's fine on a quiet week but at busy times it becomes a long, repetitive queue.", "themes": ["mtd"]}, {"text": "Making Tax Digital returns go through singly, per client. During the month-end rush that adds up to a lot of lost time.", "themes": ["mtd"]}, {"text": "filing each VAT return seperately for MTD. no bulk option so busy periods drag on", "themes": ["mtd"]}, {"text": "Only being able to submit VAT returns to HMRC for one client at a time. With a full diary of deadlines at quarter end, it really slows the whole practice down.", "themes": ["mtd"]}, {"text": "Mostly the MTD submissions: one client, one return, one submission, repeat. At our busiest it's the slowest part of the whole month.", "themes": ["mtd"]}, {"text": "I'd say the per-client filing of VAT returns. We do everything else quickly, but MTD submissions can't be done together so we queue them up and plough through one at a time.", "themes": ["mtd"]}, {"text": "One return at a time for MTD VAT. Frustrating when deadlines cluster.", "themes": ["mtd"]}, {"text": "We get hit when many VAT deadlines coincide, and having to submit each client's MTD return individually in Ledgerline turns those days into a long grind.", "themes": ["mtd"]}, {"text": "Everything loads slowly. Client list takes ages to open, especially first thing in the morning.", "themes": ["speed"]}, {"text": "Search. Typing a client name and waiting 10+ seconds for results to appear is painful when you've got someone on the phone.", "themes": ["speed"]}, {"text": "the whole app lags, honestly. Click a tab and then wait, click again and wait some more.", "themes": ["speed"]}, {"text": "Reports. Running the deadline report for all 140 clients can take a couple of minutes, and sometimes the page just sits there spinning.", "themes": ["speed"]}, {"text": "Pages crawl around month-end and especially in the run-up to 31 January. I assume everyone is logged in at once, but it grinds to a near halt.", "themes": ["speed"]}, {"text": "Slow to load. Full stop.", "themes": ["speed"]}, {"text": "Opening an individual client record takes maybe 8 to 10 seconds, and with 200 clients that adds up to a lot of wasted time across a week.", "themes": ["speed"]}, {"text": "The transactions screen is really sluggish to load when there are lots of lines. I end up making tea while I wait for it to show anything.", "themes": ["speed"]}, {"text": "Lag. I type in a notes field and the letters appear a second or two after I've typed them, which is maddening.", "themes": ["speed"]}, {"text": "It's the speed of the dashboard, mainly. It takes forever to populate the deadlines widget, and I've often clicked away before it's finished.", "themes": ["speed"]}, {"text": "Honestly the slowness of moving between screens. Each click is a little wait, and over a day it really eats into my time.", "themes": ["speed"]}, {"text": "Searching for a client by UTR or company number hangs for ages. Faster to look it up on paper sometimes, which is a bit embarrassing.", "themes": ["speed"]}, {"text": "Reports timing out or taking ages to generate. I tried the aged debtors one yesterday and gave up after about three minutes.", "themes": ["speed"]}, {"text": "Slow loading on our office broadband AND at home on fibre, so it isn't my connection. Pages just take too long.", "themes": ["speed"]}, {"text": "Performance. It was fine when we had 50 clients, but since growing to about 300 everything has got noticeably slower.", "themes": ["speed"]}, {"text": "The client timeline page is very slow to open if the client has a few years of history.", "themes": ["speed"]}, {"text": "Everything feels laggy compared with other cloud tools we use. Xero opens instantly, Ledgerline makes me wait.", "themes": ["speed"]}, {"text": "Sometimes the page just freezes for a few seconds after I click save on a client record, and I'm never sure if it's worked.", "themes": ["speed"]}, {"text": "slow slow slow. mostly the search box and the reports", "themes": ["speed"]}, {"text": "Mornings around 9 are the worst, when the app seems to crawl. Loading the task list can take close to 30 seconds, which is frustrating when I'm trying to plan the day.", "themes": ["speed"]}, {"text": "The bulk deadline view loads painfully slowly. Scrolling down it also stutters, so it's hard to work through a long list.", "themes": ["speed"]}, {"text": "Waiting for pages to refresh after every little change. Updating a single status shouldn't take several seconds.", "themes": ["speed"]}, {"text": "Report generation. Anything with a date range over a year is really slow, and I've had to leave it running while I get on with something else.", "themes": ["speed"]}, {"text": "The software is just slow to respond. Tab switching, filters, opening documents, all of it has a delay.", "themes": ["speed"]}, {"text": "Takes ages to load the client deadlines screen, and then it lags again when I scroll through the list.", "themes": ["speed"]}, {"text": "It lags when I've got more than a couple of tabs open, which I always do. I end up refreshing the page and then waiting again.", "themes": ["speed"]}, {"text": "Search is the big one for me. Results come back slowly and sometimes I have to type the name in twice.", "themes": ["speed"]}, {"text": "Load times, mainly. The app drags, particularly on the client overview page.", "themes": ["speed"]}, {"text": "Slow page loads when I filter the client list by year end or by partner. Each filter change means another wait of a good few seconds.", "themes": ["speed"]}, {"text": "The speed. Just generally sluggish, and it seems to be getting worse since the last update.", "themes": ["speed"]}, {"text": "Nothing really. It just works for us.", "themes": []}, {"text": "Honestly can't think of anything that slows us down. Ledgerline does what we need without any fuss.", "themes": []}, {"text": "no complaints here", "themes": []}, {"text": "Not a thing, to be fair. We've been on it about three years now and it's been steady the whole time.", "themes": []}, {"text": "Nothing slows me down. Everything is where I expect it to be, and I get on with the actual work.", "themes": []}, {"text": "Struggling to come up with anything, genuinely. It's been smooth for our small practice.", "themes": []}, {"text": "I'd say nothing. Quite refreshing to be able to say that about software, frankly!", "themes": []}, {"text": "It's fine. Does the job, no hold-ups that I've noticed.", "themes": []}, {"text": "Can't say anything slows us down. We use it daily and nobody has ever grumbled about it.", "themes": []}, {"text": "Nowt, really. Ledgerline just ticks along in the background while I deal with clients.", "themes": []}, {"text": "No issues at all. Everything is easy to find and I've no wish list.", "themes": []}, {"text": "Nothing at the moment. Happy with it as it is.", "themes": []}, {"text": "Honestly, I expected to have something to moan about but I don't. It's been reliable through two self assessment seasons now.", "themes": []}, {"text": "Not really anything. Works well for us.", "themes": []}, {"text": "Nothing that I can think of, it all runs smoothly for our little bookkeeping practice in Leeds.", "themes": []}, {"text": "Doesn't slow us down at all. If anything it's saved me a few hours a week compared with our old spreadsheets.", "themes": []}, {"text": "no, nothing. all good with it", "themes": []}, {"text": "I've honestly got nothing negative to say. Set up was painless and day to day it just works, even around the January rush.", "themes": []}, {"text": "Nothing slows me down on Ledgerline. With about 80 clients, it copes perfectly.", "themes": []}, {"text": "Can't fault it. Everything I need is there.", "themes": []}, {"text": "Pretty much nothing. Happy with how it performs, no changes I'd ask for.", "themes": []}, {"text": "Nothing springs to mind. We've had no problems with it, so I'm content.", "themes": []}, {"text": "Not that I've noticed. It's been dependable and I'd happily keep it just as it is.", "themes": []}, {"text": "Nothing, and I'm quite fussy about software! Ledgerline has been trouble free for us since we switched.", "themes": []}, {"text": "Nope, it's all fine from my side.", "themes": []}, {"text": "Honestly nothing. I picked it up quickly and there have been no hold-ups since. Very pleased with it overall.", "themes": []}, {"text": "I wouldn't say anything slows us down. It's stable and does what it says on the tin.", "themes": []}, {"text": "Nothing at all really, it runs smoothly and I've never felt it getting in the way of my work.", "themes": []}, {"text": "Struggled to think of anything so probably nothing! Works great for our practice.", "themes": []}, {"text": "Nothing to report. Ledgerline does everything we need it to and we're very settled with it.", "themes": []}, {"text": "Feeds dropping and clients having to re-authorise, then I'm coding hundreds of transactions by hand anyway.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Honestly, two things. Bank connections lapse every 90 days so we chase clients to reconnect, and manually categorising the backlog afterwards eats my evenings.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Missing transactions in the feed, then hours coding the rest by hand.", "themes": ["bankfeeds", "categorisation"]}, {"text": "clients' bank links keep disconnecting and when they finally come back i have to code everything manually, takes ages", "themes": ["bankfeeds", "categorisation"]}, {"text": "Barclays feed went quiet for a week on one client, and sorting and coding the catch-up batch took me most of a Saturday.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Re-authorising feeds. Coding by hand. Repeat.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Transactions arrive days late, so month-end gets pushed back, and then every line still needs coding manually, which is the real time sink.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Our bookkeeping clients' feeds break constantly, and I spend far too long manually allocating each transaction to the right nominal code.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Feed disconnects without warning. Then I'm typing in codes line by line for a sole trader with 400 transactions a quarter.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Waiting for bank data to turn up is bad enough, but categorising it all by hand once it does is what really drags.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Some clients never re-authorise their bank connection, so I get half a month of feed and have to code the lot manually.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Coding by hand, mainly. Plus the feed dropping out on a couple of challenger-bank accounts means gaps I have to fill myself.", "themes": ["bankfeeds", "categorisation"]}, {"text": "bank feed stopped pulling in transactions for three clients last month and no rule seems to code them automatically so its all manual", "themes": ["bankfeeds", "categorisation"]}, {"text": "The 90-day reconnect is a pain: clients forget, the feed dies, and I end up with a pile of uncoded transactions to work through manually.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Late feeds. Missing lines. Then hours of manual categorisation. Not a great combination when VAT deadlines are close.", "themes": ["bankfeeds", "categorisation"]}, {"text": "I run a small bookkeeping firm and the biggest drag is feeds that silently disconnect, followed closely by having to categorise everything manually because the suggestions are rarely right.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Transactions going missing from the feed, and the time it takes to code receipts and payments by hand for our landlord clients.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Reconnecting Monzo and Starling feeds every few months, then the slog of hand-coding the lot.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Every quarter some feed has dropped and I find out late. Then it's a day of manual coding to catch up.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Manual coding of bank lines is slow, especially after a feed outage leaves a month's worth to do in one go.", "themes": ["bankfeeds", "categorisation"]}, {"text": "feeds arriving 3 or 4 days late and then having to categorise each one myself", "themes": ["bankfeeds", "categorisation"]}, {"text": "Clients' bank connections expire and nobody tells me. I discover gaps at year end and then have to code the backlog manually, which is painful.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Mostly the time spent coding transactions by hand, made worse when the feed breaks and we get duplicates or gaps to untangle.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Feed breaks, client ignores my reconnect email, I code from PDF statements instead. Slow all round.", "themes": ["bankfeeds", "categorisation"]}, {"text": "It's the re-authorising. And then sitting there manually categorising a few hundred lines per client because the feed was down.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Bank feed delays mean I can't start on a client's books until days after I'd planned, and when the data lands I still code every line by hand.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Honestly the manual categorising is what kills me, particularly when a feed has been down and a whole month lands at once.", "themes": ["bankfeeds", "categorisation"]}, {"text": "A couple of high street banks keep dropping the connection, so we're forever chasing clients. Coding the transactions by hand after is the other big time loss.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Lost feed on a limited company account, missing transactions, then manually coding from statements. Hours wasted.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Disconnected feeds, mainly, and the endless hand-coding of bank transactions for about 60 small clients.", "themes": ["bankfeeds", "categorisation"]}, {"text": "Waiting on late bank transactions, then going through them one at a time to categorise. Wish more of it was automatic.", "themes": ["bankfeeds", "categorisation"]}, {"text": "For us it's feeds that need re-authorising far too often, and the fact that I'm still coding most transactions manually, which on a busy week means working late.", "themes": ["bankfeeds", "categorisation"]}, {"text": "MTD submissions have to go in one client at a time, which is painful in the last week of a VAT quarter. Bank feeds also keep dropping and need re-authorising.", "themes": ["mtd", "bankfeeds"]}, {"text": "Honestly it's the bank feeds. Clients' connections disconnect every few weeks and transactions show up days late. Also no bulk MTD filing, so each VAT return is done individually.", "themes": ["mtd", "bankfeeds"]}, {"text": "one VAT return at a time, no batch filing. Plus feeds that just stop.", "themes": ["mtd", "bankfeeds"]}, {"text": "Our busiest weeks are around the 7th of the month, and filing 60-odd VAT returns one by one eats entire afternoons. Then half the bank feeds have dropped and I'm chasing clients to re-authorise Barclays and Monzo.", "themes": ["mtd", "bankfeeds"]}, {"text": "Feeds disconnecting. Transactions go missing or turn up three or four days late, so I can't reconcile on time. Having to submit MTD one client at a time doesn't help either.", "themes": ["mtd", "bankfeeds"]}, {"text": "Bank connections expiring and needing re-authorisation, usually just when I'm about to file. And the filing itself is one client at a time, so deadline week drags.", "themes": ["mtd", "bankfeeds"]}, {"text": "No way to submit MTD returns in bulk, so it's click through each client separately. Slow when everyone's due the same day. Late bank transactions add to the delay.", "themes": ["mtd", "bankfeeds"]}, {"text": "Two things really. First, bank feeds that break without warning, so I'm emailing clients to reconnect them. Second, VAT submissions being done individually, which is a slog at quarter end.", "themes": ["mtd", "bankfeeds"]}, {"text": "late or missing feed transactions, and having to file each MTD VAT return separately", "themes": ["mtd", "bankfeeds"]}, {"text": "The one-by-one MTD submissions are what slow us down at quarter end, with about 40 VAT clients. We also lose time when feeds drop and some transactions never arrive.", "themes": ["mtd", "bankfeeds"]}]}}, {"id": "sv-007", "title": "How Ashgrove patients find online-first booking", "brief": {"product": "Ashgrove Medical Group, an NHS GP practice in England with about 21,000 registered patients (17,100 adults).", "context": "In April 2026 the practice moved to online-first booking: patients ask for an appointment by filling in an online request form, and the practice replies by text or phone; reception phones are kept for patients who cannot go online. Complaints about access have risen since, mostly from older patients, while the partners report that requests are now easier to triage. Last year's practice survey, before the change, found 71% satisfied with booking.", "decision": "Whether to keep online-first booking as it is, restore a morning phone booking line for every patient, or add a dedicated phone line and in-person help at reception only for patients who need them (over-75s, patients with a disability, and patients with limited English).", "objectives": [{"id": "O1", "text": "How satisfied patients are with booking since the change, and how this differs by age and need"}, {"id": "O2", "text": "Whether some patients are put off booking when they need an appointment, and why"}, {"id": "O3", "text": "How patients would prefer to book, overall and among older patients, patients with a disability and patients who need an interpreter"}, {"id": "O4", "text": "What would make booking easier for patients"}], "target": "Adult patients (aged 18 or over) registered at Ashgrove Medical Group", "constraints": {"max_questions": 12, "max_minutes": 6.0, "sample_size": 900, "channel": "text message with a link to an online questionnaire, sent to every registered adult patient with a mobile number on record"}, "stakeholder": "The practice manager believes patients prefer the new online system and wants the survey to show the partners that online-first is working.", "precision": "The partners want results for each of four age bands (18 to 44, 45 to 64, 65 to 74, 75 or over) to within plus or minus 5 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 5 points at 95% needs about 385 completes per age band, about 1,540 in all, against about 900 expected; and a text-message link will reach far fewer patients aged 65 or over than their share of the list. A careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Are you registered as a patient at Ashgrove Medical Group?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}, {"id": "S2", "text": "Are you aged 18 or over?", "type": "single", "options": ["Yes", "No"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "In the last three months, have you tried to book an appointment for yourself at Ashgrove Medical Group, with a GP, nurse or other member of the practice team?", "type": "single", "options": ["Yes", "No", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Thinking about the last time you tried to book an appointment at the practice, how satisfied or dissatisfied were you with the booking process?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very dissatisfied", "scale_high": "Very satisfied", "objectives": ["O1"], "show_if": {"question": "Q1", "options": ["Yes"]}, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "What, if anything, would make booking an appointment easier for you?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "In the last three months, was there a time when you needed an appointment at the practice but did not try to book one?", "type": "single", "options": ["Yes", "No", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "Why did you not try to book? If this happened more than once, think about the most recent time. Select all that apply.", "type": "multi", "options": ["The online form is difficult to use", "I am not confident going online", "I expected not to get through by phone", "I expected to wait too long for a reply", "I did not think I would get an appointment", "The problem went away", "I got help somewhere else, such as a pharmacy or NHS 111", "Another reason", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": {"question": "Q4", "options": ["Yes"]}, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "If you needed to book an appointment at the practice in the next few months, how would you prefer to book it?", "type": "single", "options": ["Using the online request form", "By phone", "In person at reception", "No preference", "Don't know"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q7", "text": "Which age group are you in?", "type": "single", "options": ["18 to 44", "45 to 64", "65 to 74", "75 or over", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O3"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q8", "text": "Which of the following best describes you?", "type": "single", "options": ["Female", "Male", "Non-binary", "I describe myself in another way", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q9", "text": "Do you consider yourself to have a disability?", "type": "single", "options": ["Yes", "No", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O3"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q10", "text": "Do you need an interpreter when you contact the practice?", "type": "single", "options": ["Yes", "No", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O3"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Text the survey link to all of the about 9,840 registered adults with a mobile number on record, with one reminder; at a response rate near 9% this gives about 900 completes. That cannot meet plus or minus 5 points for each of four age bands, which needs about 385 completes per band (1,540 in all), and a text link will under-reach patients aged 65 or over, who are the patients most affected by the change: expect fewer than 100 completes from them, a margin of plus or minus 10 points or more. So: report the two younger bands with their actual margins (about plus or minus 5 to 6 points), combine 65 to 74 and 75 or over as 65 or over and label it as indicative, weight all overall figures to the practice's age mix of registered adults, and run the same questionnaire on paper at reception and by phone with a random sample of patients aged 65 or over (and those without a mobile number) as a follow-up stage if the decision turns on their answers.", "analysis_plan": [{"objective": "O1", "approach": "Q2 among those who tried to book (Q1 = Yes), by age (Q7), sex (Q8) and disability (Q9), with significance tests; overall figures weighted to the age mix of registered adults; not compared with last year's paper survey, which used a different method and sample."}, {"objective": "O2", "approach": "Q4 among all respondents, by Q1 and age, so patients put off booking are counted even though Q2 does not reach them; Q5 reasons among those put off; projected to registered adults with age weights."}, {"objective": "O3", "approach": "Q6 overall (weighted and unweighted) and by age, disability (Q9) and interpreter need (Q10), flagging small bases; Q3 answers coded for phone and access needs."}, {"objective": "O4", "approach": "Q3 coded into themes (phone, reply speed, the form, continuity, access needs, positive), counted overall and by age."}]}, "responses": {"stakeholder_questions": ["The practice manager: 'Patients prefer the new system, don't they? Can I tell the partners online-first is working?'", "A GP partner: 'Last year 71% were satisfied with booking. Has satisfaction fallen since we went online?'", "The chair of the patient participation group: 'Are women, or patients who need an interpreter, finding it harder to book than others?'"], "fielding": "Sent by text message on 7 September 2026 to the 9,840 registered adult patients with a mobile number on record, with one reminder on 14 September; closed on 21 September 2026. 1,046 started and 886 completed (median 3 minutes 50 seconds). Tables show the 886 completes, unweighted. Percentages are of each column's base. Last year's practice survey (October 2025, before the change to online-first) was a paper questionnaire handed to patients in the waiting room; 412 were returned and 71% of them were satisfied (fairly or very) with booking.", "population": "All 17,100 registered adult patients, from the practice list in September 2026: aged 18 to 44 44%, 45 to 64 32%, 65 to 74 13%, 75 or over 11%; female 51%, male 49%. 9,840 of them (58%) have a mobile number on record.", "crosstabs": [{"question": "Q1", "title": "Tried to book an appointment for yourself in the last three months", "columns": ["Total", "18 to 44", "45 to 64", "65 to 74", "75 or over"], "bases": [886, 462, 337, 54, 33], "rows": [["Yes", [62.0, 58.9, 62.0, 83.3, 69.7]], ["No", [35.3, 38.7, 34.7, 14.8, 27.3]], ["Not sure", [2.7, 2.4, 3.3, 1.9, 3.0]]], "note": ""}, {"question": "Q2", "title": "Satisfaction with the booking process, the last time you tried to book", "columns": ["Total", "18 to 44", "45 to 64", "65 to 74", "75 or over", "Female", "Male", "Disability: yes", "Disability: no"], "bases": [549, 272, 209, 45, 23, 303, 237, 65, 484], "rows": [["Very dissatisfied", [14.6, 11.4, 17.7, 15.6, 21.7, 15.8, 12.7, 13.8, 14.7]], ["Fairly dissatisfied", [19.3, 12.9, 18.7, 44.4, 52.2, 20.8, 17.3, 26.2, 18.4]], ["Neither satisfied nor dissatisfied", [15.3, 11.0, 19.6, 22.2, 13.0, 15.8, 14.8, 20.0, 14.7]], ["Fairly satisfied", [29.3, 40.4, 22.0, 11.1, 0.0, 25.7, 33.8, 29.2, 29.3]], ["Very satisfied", [21.5, 24.3, 22.0, 6.7, 13.0, 21.8, 21.5, 10.8, 22.9]], ["Net: satisfied (fairly or very)", [50.8, 64.7, 44.0, 17.8, 13.0, 47.5, 55.3, 40.0, 52.3]]], "note": "Asked only of respondents who tried to book in the last three months (Q1 = Yes)."}, {"question": "Q4", "title": "In the last three months, needed an appointment but did not try to book one", "columns": ["Total", "Tried to book", "Did not try to book", "Not sure if tried", "18 to 44", "45 to 64", "65 to 74", "75 or over"], "bases": [886, 549, 313, 24, 462, 337, 54, 33], "rows": [["Yes", [24.3, 17.1, 35.1, 45.8, 22.1, 24.9, 33.3, 33.3]], ["No", [72.9, 79.8, 62.3, 54.2, 74.9, 72.1, 64.8, 66.7]], ["Don't know", [2.8, 3.1, 2.6, 0.0, 3.0, 3.0, 1.9, 0.0]]], "note": ""}, {"question": "Q5", "title": "Why you did not try to book (all that apply)", "columns": ["Total", "18 to 44", "45 to 64", "65 to 74", "75 or over"], "bases": [215, 102, 84, 18, 11], "rows": [["The online form is difficult to use", [16.7, 16.7, 13.1, 27.8, 27.3]], ["I am not confident going online", [9.3, 5.9, 2.4, 44.4, 36.4]], ["I expected not to get through by phone", [10.2, 9.8, 10.7, 16.7, 0.0]], ["I expected to wait too long for a reply", [43.7, 41.2, 51.2, 33.3, 27.3]], ["I did not think I would get an appointment", [28.8, 28.4, 34.5, 11.1, 18.2]], ["The problem went away", [17.7, 18.6, 17.9, 16.7, 9.1]], ["I got help somewhere else, such as a pharmacy or NHS 111", [22.8, 24.5, 26.2, 11.1, 0.0]], ["Another reason", [4.7, 3.9, 4.8, 5.6, 9.1]], ["Don't know", [3.3, 5.9, 1.2, 0.0, 0.0]]], "note": "Asked only of respondents who answered Yes at Q4. Respondents could choose more than one reason, so columns add to more than 100%."}, {"question": "Q6", "title": "How you would prefer to book an appointment in future", "columns": ["Total", "18 to 44", "45 to 64", "65 to 74", "75 or over", "Disability: yes", "Disability: no", "Needs an interpreter: yes", "Needs an interpreter: no"], "bases": [886, 462, 337, 54, 33, 102, 784, 13, 873], "rows": [["Using the online request form", [46.2, 58.4, 38.0, 16.7, 6.1, 23.5, 49.1, 7.7, 46.7]], ["By phone", [40.7, 29.9, 49.0, 63.0, 72.7, 50.0, 39.5, 23.1, 41.0]], ["In person at reception", [4.6, 2.6, 4.2, 14.8, 21.2, 15.7, 3.2, 61.5, 3.8]], ["No preference", [6.5, 7.4, 6.5, 3.7, 0.0, 7.8, 6.4, 0.0, 6.6]], ["Don't know", [1.9, 1.7, 2.4, 1.9, 0.0, 2.9, 1.8, 7.7, 1.8]]], "note": ""}, {"question": "Q7-Q10", "title": "Sample profile: age", "columns": ["Total"], "bases": [886], "rows": [["18 to 44", [52.1]], ["45 to 64", [38.0]], ["65 to 74", [6.1]], ["75 or over", [3.7]], ["Prefer not to say", [0.0]]], "note": ""}, {"question": "Q7-Q10", "title": "Sample profile: sex", "columns": ["Total"], "bases": [886], "rows": [["Female", [54.2]], ["Male", [44.2]], ["Non-binary", [0.2]], ["I describe myself in another way", [0.3]], ["Prefer not to say", [1.0]]], "note": ""}, {"question": "Q7-Q10", "title": "Sample profile: disability", "columns": ["Total"], "bases": [886], "rows": [["Yes", [11.5]], ["No", [88.5]], ["Prefer not to say", [0.0]]], "note": ""}, {"question": "Q7-Q10", "title": "Sample profile: needs an interpreter", "columns": ["Total"], "bases": [886], "rows": [["Yes", [1.5]], ["No", [98.5]], ["Prefer not to say", [0.0]]], "note": ""}], "open_question": "Q3. What, if anything, would make booking an appointment easier for you?", "verbatims": [{"respondent": "A001", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Less questions on the form"}, {"respondent": "A006", "segment": {"age": "75 or over", "sex": "Female"}, "text": "My preference is always to phone and speak to a person, so please make phone booking available to everyone again."}, {"respondent": "A017", "segment": {"age": "45 to 64", "sex": "Male", "disability": "Has a disability"}, "text": "With early dementia I lose track of what I've started. Someone at reception to help me fill in the request when I come in would be easier."}, {"respondent": "A018", "segment": {"age": "75 or over", "sex": "Female"}, "text": "phone booking back, and a less complicated request form pls"}, {"respondent": "A019", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "if the surgery answered my form on the same day, I'd have no complaints at all"}, {"respondent": "A021", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "A form that doesn't ask for my symptoms three different ways. Once is enough!"}, {"respondent": "A023", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I'd feel much more confident if the doctor already knew me and my past problems. Seeing different people each time means nothing ever feels followed up."}, {"respondent": "A026", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "No suggestions from me."}, {"respondent": "A029", "segment": {"age": "45 to 64", "sex": "Prefer not to say", "disability": "Has a disability"}, "text": "Being able to book by calling the surgery. I find talking much quicker and less stressful."}, {"respondent": "A032", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I'd like one doctor who knows my family history and my long-term conditions, so I don't have to go over everything again every single time I go in."}, {"respondent": "A034", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing that I can think of right now."}, {"respondent": "A036", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Honestly I gave up halfway through the form last week because it kept asking things I'd already said. Make it simpler and not so repetitive."}, {"respondent": "A037", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Phone booking, plain and simple. And please reply to online requests quicker, because days of silence is far too long."}, {"respondent": "A039", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "phone booking for all patients not just some"}, {"respondent": "A043", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I'd love to be able to ring in and speak to someone, especially as I'm not great with technology. A phone call is what I know."}, {"respondent": "A044", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Being able to talk to someone at reception, in person on the phone, about what I need."}, {"respondent": "A059", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "continuity of care, same doctor each time"}, {"respondent": "A063", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Not sure anything could make it easier than the form already does."}, {"respondent": "A069", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing, it's already quick and easy to use."}, {"respondent": "A073", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Honestly nothing needs changing, I filled in the request form in about two minutes and that was that."}, {"respondent": "A074", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Can't think of anything to add. Everything's fine as far as I'm concerned, I just rarely need the doctor."}, {"respondent": "A076", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "The chance to phone the practice and speak to a human. My mum is 86 and would feel the same."}, {"respondent": "A077", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Booking through the online form has been effortless for me, so I'd leave it alone."}, {"respondent": "A081", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "No comment, nothing to add."}, {"respondent": "A082", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Having the practice get back to me within a couple of hours of sending the online request."}, {"respondent": "A093", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Phone access. I'd be much happier if I could call and book with a person."}, {"respondent": "A099", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Quick turnaround on the online forms. I'd settle for hearing back by the end of the day I send it."}, {"respondent": "A103", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Let people call up and book. Some of us like talking to a human."}, {"respondent": "A104", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "The online form is excellent. Quick, clear and simple, so I've no suggestions."}, {"respondent": "A107", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Responding in hours rather than days."}, {"respondent": "A110", "segment": {"age": "75 or over", "sex": "Male"}, "text": "A phone booking line that I can rely on, where I get to talk to an actual person at Ashgrove."}, {"respondent": "A112", "segment": {"age": "18 to 44", "sex": "Male", "interpreter": "Needs an interpreter"}, "text": "Form in Polish please. My English is not good and I am scared I write something wrong about my health."}, {"respondent": "A114", "segment": {"age": "75 or over", "sex": "Female"}, "text": "Speak to a person when I book. And the online form needs cutting right down, it repeats the same questions in different ways."}, {"respondent": "A118", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "The form is confusing, I never know which option to tick. Just let me talk to someone on the phone and book it that way."}, {"respondent": "A120", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Let us book over the phone again. Make the form shorter."}, {"respondent": "A121", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "phone line back please. and answer the online forms faster, mine sat there for two days"}, {"respondent": "A122", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Don't have any suggestions as I've barely used the practice since joining last year."}, {"respondent": "A124", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Cutting the number of pages on the form. By page four I'd forgotten what I'd put on page one."}, {"respondent": "A132", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "No improvements needed, thank you. The form made booking really straightforward."}, {"respondent": "A135", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Having a proper phone line again so I can explain things to a person, and not waiting ages for the practice to answer my online form."}, {"respondent": "A136", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "A normal phone booking service, and a form with maybe five questions rather than the huge long thing we have now."}, {"respondent": "A138", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "fewer questions on the request form"}, {"respondent": "A141", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Phone line for booking again please, and fewer questions on that form. Why does it need my whole history just to ask for an appointment?"}, {"respondent": "A143", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Bring back phoning to book. Simplify the form."}, {"respondent": "A147", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Speedier responses. I keep refreshing my phone for hours after sending the request and nothing arrives."}, {"respondent": "A152", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "My request sat there for 48 hours before anyone got back to me. Faster turnaround would help."}, {"respondent": "A156", "segment": {"age": "65 to 74", "sex": "Female"}, "text": "Having someone to talk to on the phone when I'm booking, so I can ask questions as we go."}, {"respondent": "A157", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "phone. person. booking."}, {"respondent": "A158", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Quicker responses to the online form would help massively, as I waited most of a week. I'd also like the option to ring and book with a person."}, {"respondent": "A166", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "I find the online form confusing. I'd much rather ring the surgery and book with a real person, like I used to."}, {"respondent": "A170", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I've no suggestions. Only been once in the last few years, for a tetanus jab after cutting my hand in the garden."}, {"respondent": "A171", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I'd say it's already as easy as it could be. Form was simple and quick."}, {"respondent": "A174", "segment": {"age": "18 to 44", "sex": "Male", "disability": "Has a disability"}, "text": "Reducing how long it takes the practice to respond to the online form. I waited so long I nearly gave up and forgot about it."}, {"respondent": "A176", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "bring back phoning in to book, please. i like speaking to someone"}, {"respondent": "A177", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "I would like to telephone the surgery and talk to a member of staff to arrange my appointment."}, {"respondent": "A182", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Booking is already easy thanks to the online form, so I'd say carry on as you are."}, {"respondent": "A183", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I've not got any thoughts on this, I seldom book appointments so wouldn't know what to suggest."}, {"respondent": "A184", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Honestly just being able to phone up like I used to. Ten minutes on the phone and it was done."}, {"respondent": "A189", "segment": {"age": "45 to 64", "sex": "Male", "disability": "Has a disability"}, "text": "A dedicated phone booking line where a person answers and can adapt to my needs. I'm autistic with selective mutism on bad days, so I'd also want them to let me take my time or have my carer speak with them."}, {"respondent": "A191", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I want to ring up, say what I need, and have a person book it."}, {"respondent": "A192", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "my own doctor. one who knows me."}, {"respondent": "A193", "segment": {"age": "18 to 44", "sex": "Male", "disability": "Has a disability"}, "text": "Parkinson's tremor makes tapping small boxes hard. Bigger buttons or voice input would help."}, {"respondent": "A195", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Proper phone line where I can talk to someone and sort it out in one go, not send a form and wait days for the practice to reply."}, {"respondent": "A199", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "not sure, nothing i can think of"}, {"respondent": "A200", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "phone booking, no question"}, {"respondent": "A201", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Just ring-and-book. A phone service that everybody can use and where somebody actually picks up."}, {"respondent": "A204", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Not having to wait so long after submitting the request. Two days minimum each time for me so far."}, {"respondent": "A208", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "I'd like replies to come through much quicker. Last time I sent the request and heard nothing for 3 days, which was worrying."}, {"respondent": "A209", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Quicker confirmation that my request was received and acted on. I waited over 48 hours with no word."}, {"respondent": "A213", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Being able to ring at 8am and talk to a real person, like we did before April."}, {"respondent": "A214", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "if they replied faster. I sent a request about my blood pressure review and heard nothing for four days"}, {"respondent": "A221", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "I can only use one hand since my stroke, so a form I can complete without fiddly dragging or double-tapping would be easier."}, {"respondent": "A226", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "no changes needed, form is easy and fast"}, {"respondent": "A228", "segment": {"age": "75 or over", "sex": "Male", "disability": "Has a disability"}, "text": "Phone booking, arthritis, real person"}, {"respondent": "A235", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Everything's fine as far as I'm concerned. Online booking is so much simpler than it used to be."}, {"respondent": "A236", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Talking to a real person on the phone, so I know it's been booked properly and I can confirm the day right there."}, {"respondent": "A237", "segment": {"age": "18 to 44", "sex": "Male", "disability": "Has a disability"}, "text": "I'm blind and use JAWS, so a form that works properly with a screen reader would make a huge difference. Some of the buttons just read out as 'button'."}, {"respondent": "A238", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Honestly just answer the requests sooner. I submitted mine at 8am and was still waiting at 6pm."}, {"respondent": "A239", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Hard to say as I so rarely book anything. Nothing to suggest."}, {"respondent": "A246", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "The online form is far too long. I just want to ask for an appointment, not fill in a questionnaire about my whole life. Cut it down to the basics and I'd use it happily."}, {"respondent": "A249", "segment": {"age": "75 or over", "sex": "Male"}, "text": "Nothing at all, I like the online form. So much more convenient than it was."}, {"respondent": "A258", "segment": {"age": "18 to 44", "sex": "Male", "disability": "Has a disability"}, "text": "If I could just call and speak to someone at Ashgrove like I used to. With my MS I get numb fingers and blurred vision, so online booking is a nightmare. I need to talk it through with a person."}, {"respondent": "A262", "segment": {"age": "18 to 44", "sex": "Male", "disability": "Has a disability"}, "text": "my support worker has to sit with me for anything online because of my learning disability, so an easy read version or someone at the practice to help me would be good"}, {"respondent": "A265", "segment": {"age": "45 to 64", "sex": "Male", "disability": "Has a disability"}, "text": "I wear hearing aids and can't follow phone conversations well, so being able to book in person with reception staff who face me when speaking would be better."}, {"respondent": "A266", "segment": {"age": "45 to 64", "sex": "I describe myself in another way"}, "text": "Telephone booking. I want to talk to a person, not leave a message for someone to reply to later."}, {"respondent": "A267", "segment": {"age": "18 to 44", "sex": "Female", "disability": "Has a disability"}, "text": "just let me ring and speak to someone. waited nearly 3 days after the online form, ridiculous"}, {"respondent": "A270", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing in particular."}, {"respondent": "A272", "segment": {"age": "18 to 44", "sex": "Female", "disability": "Has a disability"}, "text": "Hearing back the same day. That's all I'd ask."}, {"respondent": "A288", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Ringing up and having someone answer, then sorting a date and time while I'm on the line."}, {"respondent": "A290", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Being able to ring and talk it through with someone, as I struggle with the online form. It's too long and too complicated for me."}, {"respondent": "A293", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Going back to phoning the practice in the morning to book, as I've done for twenty years."}, {"respondent": "A299", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "I've been with this practice for thirty years and I just want to ring up and speak to a receptionist like I always have."}, {"respondent": "A300", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Streamline the form. I understand the practice needs some details but there are so many questions that I lose patience and end up not finishing it. A quick version for simple requests would be great."}, {"respondent": "A310", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Phoning in and speaking to a person. The online form is fine in theory but they took far too long to get back to me, about 36 hours."}, {"respondent": "A311", "segment": {"age": "65 to 74", "sex": "Female"}, "text": "being able to book with dr okafor each time, she already knows my history"}, {"respondent": "A315", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Currently it's easy enough. The online form is quick and I've had no trouble with it at all."}, {"respondent": "A317", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Phoning in. I always preferred it."}, {"respondent": "A320", "segment": {"age": "75 or over", "sex": "Female", "disability": "Has a disability"}, "text": "Honestly just let me phone and speak to someone. I have a learning disability and my support worker isn't always there to help me online. A kind person on the phone who explains things simply would make all the difference."}, {"respondent": "A321", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Quicker replies, simple as that. Sent it Wednesday lunchtime, got a response Friday teatime."}, {"respondent": "A324", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I really don't have anything to put here."}, {"respondent": "A325", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Nope, all good here. Request form is easy peasy."}, {"respondent": "A332", "segment": {"age": "65 to 74", "sex": "Male"}, "text": "Real phone booking line. Simple short form for those who want it, but not compulsory."}, {"respondent": "A334", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "Being able to ring the surgery and speak to a human being. My sight has deteriorated with macular degeneration and I can't read my phone screen anymore, so online anything is out for me. Phone is my only option."}, {"respondent": "A339", "segment": {"age": "45 to 64", "sex": "Male", "disability": "Has a disability"}, "text": "Memory problems since my stroke mean I can't manage online requests on my own. I'd like to phone, speak to a patient person, and have them go through it with me."}, {"respondent": "A342", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "No ideas, sorry. Haven't needed the doctor in ages."}, {"respondent": "A343", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Being able to see Dr Williams every time. He's known me since I moved here in 2015 and understands my history better than anyone."}, {"respondent": "A349", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "If I could talk to someone at reception on the phone, that would be ideal for me."}, {"respondent": "A354", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "its already easy enough with the online form, no changes from me"}, {"respondent": "A357", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Can't think of anything. Booking online now takes me less time than making a cup of tea."}, {"respondent": "A358", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "Because of ME/CFS and brain fog, I can't always finish things in one go. Being able to save my request and come back to it later would suit me."}, {"respondent": "A364", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Keep doing what you're doing, the online form makes it all so easy."}, {"respondent": "A375", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "I'm profoundly deaf and BSL is my first language, so a video relay or BSL interpreter option for contacting the surgery would be great."}, {"respondent": "A378", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "The online form is great, I found it easy to fill in and didn't need any help. Keep it just as it is."}, {"respondent": "A379", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Getting an answer within a few hours instead of days."}, {"respondent": "A382", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Phone line, faster replies"}, {"respondent": "A383", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Call reception, speak to a person, get booked. Bring that back."}, {"respondent": "A388", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "My form got a reply after about 30 hours. If that were cut to a few hours I'd be much happier."}, {"respondent": "A395", "segment": {"age": "65 to 74", "sex": "Female"}, "text": "Just open the phone lines for appointments again, as simple as that."}, {"respondent": "A398", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "A same-day reply to online requests, even if it's just to say when they will be able to see me."}, {"respondent": "A410", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "a phone number i can ring and get a person"}, {"respondent": "A416", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing! Online request form is easy to use and I got it done in no time."}, {"respondent": "A423", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I wouldn't change anything. The request form was quick and I found it easy to complete."}, {"respondent": "A429", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Everything's good. Online booking is quick, clear and hassle free."}, {"respondent": "A431", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "A friendly receptionist on the end of the phone, as there used to be."}, {"respondent": "A433", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Being able to talk to an actual person when I book, plus replies to online requests within hours rather than days."}, {"respondent": "A437", "segment": {"age": "65 to 74", "sex": "Male", "disability": "Has a disability"}, "text": "MS fatigue means I can only manage short bursts at the computer. A way to ask a family member to book for me, with my consent, would help."}, {"respondent": "A438", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing needed, it was a doddle to fill in the form."}, {"respondent": "A439", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Speed of reply is the problem. I sent my form on a Friday morning and heard nothing all weekend or Monday."}, {"respondent": "A440", "segment": {"age": "65 to 74", "sex": "Male"}, "text": "I'd like to ring the surgery and hear a friendly voice. That would make it easier for me."}, {"respondent": "A443", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "Id like the old phone booking back. Parkinson's makes my hands shake so much that tapping on a tablet is nearly impossible. Talking to a receptionist is the only way I can book without a struggle."}, {"respondent": "A450", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Sorry, no suggestions. I only really go for my annual blood pressure check and that's about it."}, {"respondent": "A454", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Less of a wait for the reply after sending the form. Mine was over 24 hours and I had no idea if it had even gone through."}, {"respondent": "A455", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Leave it as it is. Filled in the form after the kids were in bed and it was painless."}, {"respondent": "A459", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Can't think of a thing, it's super quick now."}, {"respondent": "A462", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "To book with the same doctor I saw last time, he understood my heart condition"}, {"respondent": "A463", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Not applicable to me really, I'm in good health and only come in for the occasional repeat check."}, {"respondent": "A469", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Honestly just being able to ring up and speak to someone, and a much shorter online form because it asks far too many questions."}, {"respondent": "A471", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I think it's spot on already. The form takes next to no time."}, {"respondent": "A475", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Reinstating the phone booking line."}, {"respondent": "A477", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Nothing to suggest as I almost never need to book. Thanks for asking though."}, {"respondent": "A478", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing to suggest, I find the online request form really easy."}, {"respondent": "A492", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "nothing, ta"}, {"respondent": "A493", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Let me phone the practice and speak to someone."}, {"respondent": "A499", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "I don't go very often so I couldn't really say what would help. Sorry!"}, {"respondent": "A500", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Give me a number to ring and a person to talk to."}, {"respondent": "A509", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "If I could simply ring the practice and speak with someone about booking, I'd be a happy patient."}, {"respondent": "A510", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Can't really think of anything, I only see a GP maybe once every couple of years."}, {"respondent": "A512", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "phone appointments with a real person pls, i have chronic fatigue and brain fog so doing it online wipes me out, ringing up and explaining to someone is much easier"}, {"respondent": "A514", "segment": {"age": "18 to 44", "sex": "Prefer not to say"}, "text": "I prefer to speak to someone, so a phone booking line is what I'd like."}, {"respondent": "A518", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing really. The online form is quick and easy."}, {"respondent": "A520", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Currently very happy. Request form took me no time at all."}, {"respondent": "A524", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A real phone service for booking, with actual staff answering."}, {"respondent": "A529", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Being able to phone in the morning and book with a person. The online form is far too long and the wording is confusing, so I give up halfway."}, {"respondent": "A530", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Reception answering the phone for booking appointments, like any normal surgery."}, {"respondent": "A531", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Happy with it as it is. The new online form is dead simple."}, {"respondent": "A540", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Faster replies after submitting the form."}, {"respondent": "A544", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Honestly just let me phone up like before. The online form took ages to get a reply, nearly 48 hours."}, {"respondent": "A552", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Absolutely nothing. I'm really pleased with how easy the online request is."}, {"respondent": "A553", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I'd like to be able to call the surgery and book like before. If I must use the form, make it shorter and clearer."}, {"respondent": "A564", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "I work shifts and would rather have a quick chat with someone on the phone to book than answer 20 questions on a long, fiddly online form."}, {"respondent": "A565", "segment": {"age": "75 or over", "sex": "Female", "disability": "Has a disability"}, "text": "A text message link opening in large text would help, as I'm partially sighted and my phone's accessibility settings don't always carry over."}, {"respondent": "A567", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Talking to an actual person on the phone would be easier. The online request form has too many boxes and I never know what to put in them."}, {"respondent": "A574", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Allowing everyone to ring up and speak to someone when they want an appointment."}, {"respondent": "A579", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing I can think of, I'm afraid."}, {"respondent": "A582", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "If the phones were open for booking I'd be happy."}, {"respondent": "A583", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Please reinstate phone booking for everyone, not just those who can't go online."}, {"respondent": "A588", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "phoning reception"}, {"respondent": "A591", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "its really easy now with the online form so nothing to improve"}, {"respondent": "A593", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "no idea sorry"}, {"respondent": "A608", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Reduce the amount of mandatory questions on the online form, it's a nightmare on my phone with all the scrolling."}, {"respondent": "A614", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing. The online booking form is a real improvement and very easy to use."}, {"respondent": "A616", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Haven't a clue, to be honest. I don't use the surgery much at all."}, {"respondent": "A620", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "A person answering the phone at the practice. That's it."}, {"respondent": "A621", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "As it stands it works perfectly for me. Online form, a few clicks, sorted."}, {"respondent": "A622", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Fine as is! The form was easy to find and quick to complete."}, {"respondent": "A626", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "i sent the request on Monday morning and didn't hear anything until Wednesday afternoon. A reply within a few hours would be much better."}, {"respondent": "A635", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Seeing my usual GP, Dr Hughes, rather than a different one each time."}, {"respondent": "A637", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Wouldn't change a thing, it's all very simple now."}, {"respondent": "A640", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Already easy with the form, so I wouldn't change anything."}, {"respondent": "A642", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing to add really, the new form is a big improvement and very easy to use."}, {"respondent": "A643", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Pass on this one, nothing comes to mind."}, {"respondent": "A644", "segment": {"age": "75 or over", "sex": "Female"}, "text": "Speak to a real person. Every time."}, {"respondent": "A645", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Sooner replies, please. Filled in the form before work and heard nothing until the next afternoon."}, {"respondent": "A659", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "The option to simply phone up. I shouldn't have to justify why I want to speak to someone."}, {"respondent": "A664", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "A receptionist on the phone, someone I can have a chat with while booking. It makes me feel looked after."}, {"respondent": "A673", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Ringing and talking to a receptionist who knows the practice and can book me in straight away."}, {"respondent": "A677", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Like my mum, I can't cope with the lengthy online form. A proper phone line where I could speak to a person would help."}, {"respondent": "A678", "segment": {"age": "65 to 74", "sex": "Male"}, "text": "My husband and I would much rather ring and chat to the receptionist than do it any other way."}, {"respondent": "A681", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Let me phone. Shorten the form."}, {"respondent": "A689", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A GP that knows me, not just whoever happens to be free."}, {"respondent": "A694", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I'm rarely ill so I don't have anything to suggest."}, {"respondent": "A696", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Pretty much perfect now, thanks. I just type in what I need on the form and it's done."}, {"respondent": "A697", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Respond faster. By the time I heard back, the problem I'd written about had nearly cleared up on its own."}, {"respondent": "A699", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Quicker feedback after I hit submit. I was left hanging for ages, probably 36 hours or so."}, {"respondent": "A701", "segment": {"age": "65 to 74", "sex": "Female"}, "text": "Between work and the kids I'm just lucky that we're all healthy, so I don't really have any ideas on this one."}, {"respondent": "A709", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I can't think of anything that would change things for me. Just don't need appointments often."}, {"respondent": "A711", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A doctor who actually knows me. I'm tired of explaining my whole back problem from scratch to someone new at every appointment."}, {"respondent": "A713", "segment": {"age": "18 to 44", "sex": "Female", "disability": "Has a disability"}, "text": "Large print please. I'm partially sighted and the small grey text on screens is a struggle even with my glasses."}, {"respondent": "A714", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I'm perfectly happy with the online form. It's simple and I can do it whenever suits me, so there's nothing I'd change."}, {"respondent": "A717", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Being able to phone. I'm just not a fan of sorting health things without speaking to somebody."}, {"respondent": "A721", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Honestly it's so easy now I've no suggestions. The form is great."}, {"respondent": "A723", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Having a personal GP who knows me. When my husband was ill we saw a different doctor every visit and nobody had the full picture."}, {"respondent": "A726", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Getting a response the same morning I send the request. Yesterday I waited from 9am until nearly 5pm the next day."}, {"respondent": "A728", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "If the practice replied to my form within the same working day I'd be happy. Mine took until the following Friday."}, {"respondent": "A729", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "All fine here. I'm quite happy with the form, it couldn't be much simpler."}, {"respondent": "A742", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "Let me book by telephone with a friendly receptionist. I have tremors and poor eyesight, and no one at home to help with the internet. Speaking to a real person is what I need."}, {"respondent": "A745", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing to suggest, thank you."}, {"respondent": "A746", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Being able to ring the practice and not be pushed away from speaking to someone."}, {"respondent": "A756", "segment": {"age": "45 to 64", "sex": "Male", "interpreter": "Needs an interpreter"}, "text": "Someone who speaks Urdu to help me. I do not understand the online form well and my daughter is not always home to help me."}, {"respondent": "A758", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Faster answers to what I put in the form. Two days feels like a long time to wait just to be told what happens next."}, {"respondent": "A769", "segment": {"age": "18 to 44", "sex": "Female", "disability": "Has a disability"}, "text": "Honestly can't say. I've only been to the surgery twice in about six years so I don't really have an opinion on it."}, {"respondent": "A770", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A normal phone line for appointments. Talking it through just suits me better."}, {"respondent": "A775", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Sooner replies after I send in the request, please. Waiting until the next afternoon each time is a bit much."}, {"respondent": "A776", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing really. Might be different if I was a regular, but I'm not."}, {"respondent": "A778", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Being assigned a regular GP so they can build up a proper understanding of my health over time, rather than treating each appointment as a one-off."}, {"respondent": "A779", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "The practice taking less time to respond to the form. Mine took nearly three working days."}, {"respondent": "A781", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "A real phone booking service with a person on the end of it. The online system leaves you hanging for hours and hours before anyone replies."}, {"respondent": "A783", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "It's already easy. I did the form over breakfast and it took five minutes at most."}, {"respondent": "A785", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "A speedy reply. I'm fed up of sending the form and then waiting days to find out anything."}, {"respondent": "A788", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Nothing springs to mind. I've been fortunate with my health and rarely contact the surgery."}, {"respondent": "A789", "segment": {"age": "45 to 64", "sex": "Female", "disability": "Has a disability"}, "text": "A phone number that actually lets me book. I'm profoundly deaf in one ear and have tinnitus, but I can manage a call if the receptionist speaks slowly and is willing to repeat things. I want a human, not a screen."}, {"respondent": "A792", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Phone the surgery and talk to someone. That is what would make it easier for me."}, {"respondent": "A793", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Make the request form shorter. It took me nearly 40 minutes with my daughter helping. Too many questions for a simple appointment."}, {"respondent": "A796", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Simplify the form. It's confusing."}, {"respondent": "A798", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Fine as it is. I put in my request from the sofa in a couple of minutes."}, {"respondent": "A805", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Prompt replies. It took five days for anyone to get back to me about a simple request."}, {"respondent": "A814", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "I want to talk to a human being on the phone when I book. That's all really."}, {"respondent": "A818", "segment": {"age": "45 to 64", "sex": "Female"}, "text": "Answer the online requests more quickly, ideally before the end of the same day."}, {"respondent": "A819", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Just a phone number I can ring to book with a real person, and a shorter form for when I do want to go online. Too many questions at present."}, {"respondent": "A834", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A promise of reply within 2 hours during opening times would make a real difference to me."}, {"respondent": "A842", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "A doctor who knows my history. That's all I want really."}, {"respondent": "A844", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Not a lot, it's already simple. The online form is quick and painless."}, {"respondent": "A846", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Same doctor please"}, {"respondent": "A850", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Getting a reply within the morning if I submit early. Mine usually come back the next day or later."}, {"respondent": "A857", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Quick and easy already, so nothing from me."}, {"respondent": "A859", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "A simpler form. Also the option to just call and book."}, {"respondent": "A860", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Being able to ring and speak to the receptionist, who I've known for years, rather than being sent elsewhere."}, {"respondent": "A863", "segment": {"age": "18 to 44", "sex": "Male"}, "text": "Nothing, thanks. The form is so quick that I did it during my lunch break without any bother."}, {"respondent": "A869", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "No idea, haven't needed an appointment since I registered back in 2021."}, {"respondent": "A870", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Reopening the phone line for booking so those of us who prefer talking to a person can do just that."}, {"respondent": "A876", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "Speaking to someone over the phone, who can book me in while we talk."}, {"respondent": "A877", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Let me call the surgery. I'd rather say what I need out loud and have it booked while I'm on the phone."}, {"respondent": "A878", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "Nothing really, I hardly ever need to see anyone."}, {"respondent": "A880", "segment": {"age": "45 to 64", "sex": "Male"}, "text": "dont know, nothing comes to mind"}, {"respondent": "A881", "segment": {"age": "18 to 44", "sex": "Female"}, "text": "If there was a way to always be booked in with the same doctor who knows my medical history, that would be ideal."}, {"respondent": "A886", "segment": {"age": "75 or over", "sex": "Female"}, "text": "A proper phone booking line again, like we used to have."}]}, "numeric_questions": ["satisfied_triers", "satisfied_weighted", "put_off_share", "phone_weighted", "satisfied_margin", "sex_gap_significant", "phone_mentions", "phone_mentions_65plus", "put_off_adults", "online_under45", "response_rate"], "truth": {"numeric": [{"id": "satisfied_triers", "question": "Among respondents who tried to book in the last three months, what percentage were satisfied (fairly or very) with the booking process?", "answer": 50.8, "tolerance": 1.0, "unit": "percent"}, {"id": "satisfied_weighted", "question": "Weighting each age band's percentage satisfied (fairly or very, among those who tried to book) by that band's share of registered adults, what is the overall percentage satisfied?", "answer": 46.3, "tolerance": 1.5, "unit": "percent"}, {"id": "put_off_share", "question": "What percentage of all respondents said there was a time in the last three months when they needed an appointment but did not try to book one?", "answer": 24.3, "tolerance": 1.0, "unit": "percent"}, {"id": "phone_weighted", "question": "Weighted to the age mix of registered adults, what percentage would prefer to book by phone?", "answer": 45.0, "tolerance": 1.5, "unit": "percent"}, {"id": "satisfied_margin", "question": "What is the 95% margin of error, in percentage points, on the unweighted percentage satisfied among respondents who tried to book?", "answer": 4.18, "tolerance": 0.3, "unit": "points"}, {"id": "sex_gap_significant", "question": "Among respondents who tried to book, is the difference in the percentage satisfied (fairly or very) between female and male respondents statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "phone_mentions", "question": "How many of the open-text answers ask to be able to book by phone, or for a phone booking line?", "answer": 97.0, "tolerance": 15.0, "unit": "count"}, {"id": "phone_mentions_65plus", "question": "How many of the open-text answers from respondents aged 65 or over ask to be able to book by phone, or for a phone booking line?", "answer": 13.0, "tolerance": 2.0, "unit": "count"}, {"id": "put_off_adults", "question": "Weighted to the age mix of registered adults, about how many of the practice's 17,100 registered adults would say there was a time in the last three months when they needed an appointment but did not try to book one?", "answer": 4393.0, "tolerance": 220.0, "unit": "count"}, {"id": "online_under45", "question": "Among respondents aged 18 to 44, what percentage would prefer to book using the online request form?", "answer": 58.4, "tolerance": 1.0, "unit": "percent"}, {"id": "response_rate", "question": "What percentage of the patients sent the text message completed the survey?", "answer": 9.0, "tolerance": 0.2, "unit": "percent"}], "themes": [{"id": "phone", "name": "Phone booking", "description": "Wants to book by phone, or a phone booking line again", "members": ["A006", "A018", "A029", "A037", "A039", "A043", "A044", "A076", "A093", "A103", "A110", "A114", "A118", "A120", "A121", "A135", "A136", "A141", "A143", "A156", "A157", "A158", "A166", "A176", "A177", "A184", "A189", "A191", "A195", "A200", "A201", "A213", "A228", "A236", "A258", "A266", "A267", "A288", "A290", "A293", "A299", "A310", "A317", "A320", "A332", "A334", "A339", "A349", "A382", "A383", "A395", "A410", "A431", "A433", "A440", "A443", "A469", "A475", "A493", "A500", "A509", "A512", "A514", "A524", "A529", "A530", "A544", "A553", "A564", "A567", "A574", "A582", "A583", "A588", "A620", "A644", "A659", "A664", "A673", "A677", "A678", "A681", "A717", "A742", "A746", "A770", "A781", "A789", "A792", "A814", "A819", "A859", "A860", "A870", "A876", "A877", "A886"]}, {"id": "speed", "name": "Slow replies", "description": "Waited too long for a reply to an online request", "members": ["A019", "A037", "A082", "A099", "A107", "A121", "A135", "A147", "A152", "A158", "A174", "A195", "A204", "A208", "A209", "A214", "A238", "A267", "A272", "A310", "A321", "A379", "A382", "A388", "A398", "A433", "A439", "A454", "A540", "A544", "A626", "A645", "A697", "A699", "A726", "A728", "A758", "A775", "A779", "A781", "A785", "A805", "A818", "A834", "A850"]}, {"id": "form", "name": "Online form", "description": "The online request form is too long or confusing", "members": ["A001", "A018", "A021", "A036", "A114", "A118", "A120", "A124", "A136", "A138", "A141", "A143", "A166", "A246", "A290", "A300", "A332", "A469", "A529", "A553", "A564", "A567", "A608", "A677", "A681", "A793", "A796", "A819", "A859"]}, {"id": "continuity", "name": "Same GP", "description": "Wants to see or book with the same GP each time", "members": ["A023", "A032", "A059", "A192", "A311", "A343", "A462", "A635", "A689", "A711", "A723", "A778", "A842", "A846", "A881"]}, {"id": "convenient", "name": "Online is easy", "description": "Positive: the online form is quick and easy", "members": ["A063", "A069", "A073", "A077", "A104", "A132", "A171", "A182", "A226", "A235", "A249", "A315", "A325", "A354", "A357", "A364", "A378", "A416", "A423", "A429", "A438", "A455", "A459", "A471", "A478", "A518", "A520", "A531", "A552", "A591", "A614", "A621", "A622", "A637", "A640", "A642", "A696", "A714", "A721", "A729", "A783", "A798", "A844", "A857", "A863"]}, {"id": "access", "name": "Access needs", "description": "Help for a disability, condition or language need (sight, screen reader, interpreter)", "members": ["A017", "A112", "A189", "A193", "A221", "A228", "A237", "A258", "A262", "A265", "A320", "A334", "A339", "A358", "A375", "A437", "A443", "A512", "A565", "A713", "A742", "A756", "A789"]}], "traps": [{"id": "age_skew", "kind": "skew", "description": "Patients aged 65 or over are 24% of registered adults but 9.8% of respondents (text link, online only). They are less satisfied and prefer the phone, so weighting to the age mix lowers satisfaction among those who tried to book from 50.8% to 46.3% and raises the phone preference from 40.7% to 45.0%.", "handled_if": "Points out that older patients are under-represented and weights for age (or says unweighted figures overstate satisfaction and understate the phone preference)."}, {"id": "satisfaction_base", "kind": "base", "description": "Q2 satisfaction (50.8%) is asked only of the 549 who tried to book. 24.3% of all respondents needed an appointment but did not try to book (35.1% of those who did not try to book); those who did not try are left out of the satisfaction base, which flatters it.", "handled_if": "Says the satisfaction figure covers only those who tried to book and that patients put off booking are excluded from it, so it overstates how well booking works for all patients."}, {"id": "trend_71", "kind": "trend", "description": "Last year's 71% came from a paper survey handed out in the waiting room before the change, to patients who had got an appointment; this year's 50.8% is from an online survey by text of those who tried to book. Different method and different people.", "handled_if": "Does not report a fall (or rise) from 71% to this year's figure as a change in satisfaction; says the two are not comparable because the method and the people surveyed differ."}, {"id": "prefer_online", "kind": "hypothesis", "description": "The practice manager believes patients prefer the new system. Unweighted, the online form leads (46.2% against 40.7% for phone), but only 18-44s prefer it (58.4%); weighted to the age mix, preference is split (40.7% online, 45.0% phone, 6.7% in person).", "handled_if": "States that the preference for the online form holds among under-45s only, and that overall, once weighted, patients are split or lean to phone and in person; does not tell the partners that patients prefer the new system."}, {"id": "interpreter_small", "kind": "small_base", "description": "Only 13 respondents need an interpreter; 61.5% of them would prefer to book in person.", "handled_if": "Does not report the interpreter group's results as a finding, or reports them only with a clear warning that the base is too small to rely on."}, {"id": "sex_gap", "kind": "significance", "description": "Among those who tried to book, women look less satisfied than men (47.5% against 55.3%, bases 303 and 237), but the difference is not statistically significant at 95%.", "handled_if": "Does not conclude that women find booking harder; says the gap is within the margin of error or not significant."}, {"id": "nonresponse", "kind": "nonresponse", "description": "Only 886 of 9,840 patients texted completed (about 9%), and the 7,260 registered adults without a mobile number on record were never invited; patients who cannot or do not go online are the least likely to have answered.", "handled_if": "Mentions the low response rate, or that patients without a mobile number or who do not go online were not reached, as a limitation."}], "key_findings": ["Once weighted to the practice's age mix, patients are split between booking online and by phone; only under-45s clearly prefer the online form, and patients aged 65 or over mostly prefer the phone", "Satisfaction with booking among those who tried is lower once weighted for age, and a substantial share of patients needed an appointment but did not try to book, so the satisfaction figure flatters online-first", "Patients aged 65 or over, the group least served by online-first, are badly under-represented by a text-message survey"], "recommendation": "Keep online-first for patients who can use it, but add a dedicated phone line and in-person help at reception for patients who need them (older patients, patients with a disability or limited English); do not compare this year's satisfaction with last year's 71%; gather evidence from patients the text survey did not reach before deciding on a phone line for everyone.", "next_steps": [{"id": "reach_older", "kind": "right", "text": "Survey patients the text link did not reach (a phone or paper survey of patients aged 65 or over and of those without a mobile number) before deciding whether to restore phone booking for everyone"}, {"id": "targeted_line", "kind": "right", "text": "Set up a dedicated phone line and in-person help at reception for patients who need them, and monitor who uses it"}, {"id": "weighting", "kind": "right", "text": "Report and plan on figures weighted to the practice's age mix, and set a consistent method so future surveys give a comparable trend"}, {"id": "put_off_tracking", "kind": "right", "text": "Track patients put off booking (for example in future surveys asked of everyone, and with practice data on unmet requests, reply times and walk-ins) rather than relying on satisfaction among those who booked"}, {"id": "reply_speed", "kind": "right", "text": "Measure and shorten reply times to online requests, and simplify the request form, which patients raise in their answers"}, {"id": "report_fall", "kind": "wrong", "text": "Tell the partners that satisfaction with booking has fallen from 71% to this year's figure because of online-first"}, {"id": "announce_preference", "kind": "wrong", "text": "Tell the partners and patients that patients prefer the new online system, and keep online-first unchanged"}, {"id": "phone_for_all_now", "kind": "wrong", "text": "Restore a morning phone booking line for every patient on the strength of this survey alone"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "What, if anything, would make booking an appointment easier for you?", "answers": [{"text": "Let me phone the practice and speak to someone.", "themes": ["phone"]}, {"text": "A proper phone booking line again, like we used to have.", "themes": ["phone"]}, {"text": "phoning reception", "themes": ["phone"]}, {"text": "Being able to ring at 8am and talk to a real person, like we did before April.", "themes": ["phone"]}, {"text": "Honestly, I'd just like to pick up the phone and book with a receptionist.", "themes": ["phone"]}, {"text": "Bring back the phone line for booking.", "themes": ["phone"]}, {"text": "I want to talk to a human being on the phone when I book. That's all really.", "themes": ["phone"]}, {"text": "Speaking to a person on the phone. Simple as that.", "themes": ["phone"]}, {"text": "Ringing up and having someone answer, then sorting a date and time while I'm on the line.", "themes": ["phone"]}, {"text": "Please reinstate phone booking for everyone, not just those who can't go online.", "themes": ["phone"]}, {"text": "Phone line. A real one, with a real person on the end of it.", "themes": ["phone"]}, {"text": "My husband and I would much rather ring and chat to the receptionist than do it any other way.", "themes": ["phone"]}, {"text": "just let us ring the surgery and book it over the phone", "themes": ["phone"]}, {"text": "A receptionist I can talk to on the phone, who can sort it there and then.", "themes": ["phone"]}, {"text": "Talking to someone on the phone. I find it so much easier to explain things out loud.", "themes": ["phone"]}, {"text": "Going back to phoning the practice in the morning to book, as I've done for twenty years.", "themes": ["phone"]}, {"text": "Can we have the phone booking back please", "themes": ["phone"]}, {"text": "I'd like to ring the surgery and hear a friendly voice. That would make it easier for me.", "themes": ["phone"]}, {"text": "Having a dedicated number to call for booking appointments, answered by a person.", "themes": ["phone"]}, {"text": "Being able to phone. I'm just not a fan of sorting health things without speaking to somebody.", "themes": ["phone"]}, {"text": "If I could speak to a receptionist on the phone I'd book straight away.", "themes": ["phone"]}, {"text": "phone booking, no question", "themes": ["phone"]}, {"text": "A booking phone line that is actually open to all patients, not only people who are judged unable to go online.", "themes": ["phone"]}, {"text": "Ringing the practice and talking it through with a person who can ask me questions back.", "themes": ["phone"]}, {"text": "Speak to a real person. Every time.", "themes": ["phone"]}, {"text": "I would like to be able to call and book an appointment over the phone, the way it worked before the change in April.", "themes": ["phone"]}, {"text": "The option to simply phone up. I shouldn't have to justify why I want to speak to someone.", "themes": ["phone"]}, {"text": "Reception phones for everyone please. I like talking to people.", "themes": ["phone"]}, {"text": "Being able to ring Ashgrove and book with a human, like normal.", "themes": ["phone"]}, {"text": "Hearing a person say 'how can I help?' on the other end of the phone.", "themes": ["phone"]}, {"text": "Let me call the surgery. I'd rather say what I need out loud and have it booked while I'm on the phone.", "themes": ["phone"]}, {"text": "a phone number i can ring and get a person", "themes": ["phone"]}, {"text": "Honestly just being able to phone up like I used to. Ten minutes on the phone and it was done.", "themes": ["phone"]}, {"text": "Ringing and talking to a receptionist who knows the practice and can book me in straight away.", "themes": ["phone"]}, {"text": "The old phone system. Ring, speak to someone, book, finished.", "themes": ["phone"]}, {"text": "Proper phone access for booking, for all patients.", "themes": ["phone"]}, {"text": "I prefer to speak to someone, so a phone booking line is what I'd like.", "themes": ["phone"]}, {"text": "If the phones were open for booking I'd be happy.", "themes": ["phone"]}, {"text": "Just a normal phone call to a normal person at the surgery.", "themes": ["phone"]}, {"text": "Talking things through with a receptionist on the phone, because I'm better at explaining myself that way.", "themes": ["phone"]}, {"text": "Phone line back, please.", "themes": ["phone"]}, {"text": "I'd love to be able to ring in and speak to someone, especially as I'm not great with technology. A phone call is what I know.", "themes": ["phone"]}, {"text": "Being allowed to book by telephone without being told to go online first.", "themes": ["phone"]}, {"text": "A person answering the phone at the practice. That's it.", "themes": ["phone"]}, {"text": "Give me a number to ring and a person to talk to.", "themes": ["phone"]}, {"text": "booking by phone like before, its just easier to talk", "themes": ["phone"]}, {"text": "My preference is always to phone and speak to a person, so please make phone booking available to everyone again.", "themes": ["phone"]}, {"text": "Ability to call reception and have a conversation with a real person about when I can come in.", "themes": ["phone"]}, {"text": "phone. person. booking.", "themes": ["phone"]}, {"text": "Having someone to talk to on the phone when I'm booking, so I can ask questions as we go.", "themes": ["phone"]}, {"text": "Reinstating the phone booking line.", "themes": ["phone"]}, {"text": "I've been with this practice for thirty years and I just want to ring up and speak to a receptionist like I always have.", "themes": ["phone"]}, {"text": "Being able to ring the practice and not be pushed away from speaking to someone.", "themes": ["phone"]}, {"text": "If I could talk to someone at reception on the phone, that would be ideal for me.", "themes": ["phone"]}, {"text": "Phoning in. I always preferred it.", "themes": ["phone"]}, {"text": "A real phone service for booking, with actual staff answering.", "themes": ["phone"]}, {"text": "Let people call up and book. Some of us like talking to a human.", "themes": ["phone"]}, {"text": "Speaking to someone over the phone, who can book me in while we talk.", "themes": ["phone"]}, {"text": "Just open the phone lines for appointments again, as simple as that.", "themes": ["phone"]}, {"text": "I want to ring up, say what I need, and have a person book it.", "themes": ["phone"]}, {"text": "A friendly receptionist on the end of the phone, as there used to be.", "themes": ["phone"]}, {"text": "Being able to book by calling the surgery. I find talking much quicker and less stressful.", "themes": ["phone"]}, {"text": "phone booking for all patients not just some", "themes": ["phone"]}, {"text": "Going back to ringing the surgery. I like to hear a person say 'yes, we can fit you in Thursday'.", "themes": ["phone"]}, {"text": "The chance to phone the practice and speak to a human. My mum is 86 and would feel the same.", "themes": ["phone"]}, {"text": "Just a phone line I can use to book.", "themes": ["phone"]}, {"text": "Being able to talk to someone at reception, in person on the phone, about what I need.", "themes": ["phone"]}, {"text": "Reception answering the phone for booking appointments, like any normal surgery.", "themes": ["phone"]}, {"text": "I'd rather ring. A conversation with a person is always better for me than anything else.", "themes": ["phone"]}, {"text": "Phone call to a receptionist, that's what I'd find easiest.", "themes": ["phone"]}, {"text": "bring back phoning in to book, please. i like speaking to someone", "themes": ["phone"]}, {"text": "Direct phone line for booking with a real person, so I don't feel I'm talking to no one.", "themes": ["phone"]}, {"text": "If I could simply ring the practice and speak with someone about booking, I'd be a happy patient.", "themes": ["phone"]}, {"text": "Telephone booking. I want to talk to a person, not leave a message for someone to reply to later.", "themes": ["phone"]}, {"text": "To be able to ring the surgery at any point in the morning and get through to a receptionist.", "themes": ["phone"]}, {"text": "Proper phone booking, with a person who can answer my questions as I go along.", "themes": ["phone"]}, {"text": "Allowing everyone to ring up and speak to someone when they want an appointment.", "themes": ["phone"]}, {"text": "A normal phone line for appointments. Talking it through just suits me better.", "themes": ["phone"]}, {"text": "Hearing a human voice when I book. Please let us phone.", "themes": ["phone"]}, {"text": "Let me speak to reception on the phone.", "themes": ["phone"]}, {"text": "Booking over the phone with a person. Always been my way and I'd like it back.", "themes": ["phone"]}, {"text": "I would like to telephone the surgery and talk to a member of staff to arrange my appointment.", "themes": ["phone"]}, {"text": "phone line!!", "themes": ["phone"]}, {"text": "Talking to a real person on the phone, so I know it's been booked properly and I can confirm the day right there.", "themes": ["phone"]}, {"text": "Being able to ring and speak to the receptionist, who I've known for years, rather than being sent elsewhere.", "themes": ["phone"]}, {"text": "Phone access. I'd be much happier if I could call and book with a person.", "themes": ["phone"]}, {"text": "A receptionist on the phone, someone I can have a chat with while booking. It makes me feel looked after.", "themes": ["phone"]}, {"text": "Just ring-and-book. A phone service that everybody can use and where somebody actually picks up.", "themes": ["phone"]}, {"text": "Having a person to speak to by phone each time I need to book. I'm not confident with anything else.", "themes": ["phone"]}, {"text": "Being able to call the practice rather than anything else. A quick chat with reception would do it.", "themes": ["phone"]}, {"text": "Reopening the phone line for booking so those of us who prefer talking to a person can do just that.", "themes": ["phone"]}, {"text": "Call reception, speak to a person, get booked. Bring that back.", "themes": ["phone"]}, {"text": "I'd like the option to ring up and book by speaking to a person. Not everyone wants to type things out.", "themes": ["phone"]}, {"text": "Phone the surgery and talk to someone. That is what would make it easier for me.", "themes": ["phone"]}, {"text": "A phone booking line that I can rely on, where I get to talk to an actual person at Ashgrove.", "themes": ["phone"]}, {"text": "Faster replies after submitting the form.", "themes": ["speed"]}, {"text": "i sent the request on Monday morning and didn't hear anything until Wednesday afternoon. A reply within a few hours would be much better.", "themes": ["speed"]}, {"text": "Hearing back the same day. That's all I'd ask.", "themes": ["speed"]}, {"text": "Quicker response to the online form please, I waited three days last time.", "themes": ["speed"]}, {"text": "Nothing back for two whole days after I filled it in. Even a quick yes or no within 24 hours would help.", "themes": ["speed"]}, {"text": "A promise of reply within 2 hours during opening times would make a real difference to me.", "themes": ["speed"]}, {"text": "Honestly just answer the requests sooner. I submitted mine at 8am and was still waiting at 6pm.", "themes": ["speed"]}, {"text": "waited ages to hear back, almost four days. needs to be much quicker", "themes": ["speed"]}, {"text": "If the practice replied to my form within the same working day I'd be happy. Mine took until the following Friday.", "themes": ["speed"]}, {"text": "Speedier responses. I keep refreshing my phone for hours after sending the request and nothing arrives.", "themes": ["speed"]}, {"text": "Reply times! I sent the form on a Tuesday and got a message the next Monday, by which point I felt a lot worse.", "themes": ["speed"]}, {"text": "Getting an answer within a few hours instead of days.", "themes": ["speed"]}, {"text": "My request sat there for 48 hours before anyone got back to me. Faster turnaround would help.", "themes": ["speed"]}, {"text": "Being told quickly whether my request has been accepted. I had radio silence for most of a week.", "themes": ["speed"]}, {"text": "Sooner replies, please. Filled in the form before work and heard nothing until the next afternoon.", "themes": ["speed"]}, {"text": "A same-day reply to online requests, even if it's just to say when they will be able to see me.", "themes": ["speed"]}, {"text": "Cut down the waiting time for a response. Two days of not knowing anything is too long when you're in pain.", "themes": ["speed"]}, {"text": "Quicker feedback after I hit submit. I was left hanging for ages, probably 36 hours or so.", "themes": ["speed"]}, {"text": "The practice taking less time to respond to the form. Mine took nearly three working days.", "themes": ["speed"]}, {"text": "If they texted back within an hour or two of the form being sent, that would be brilliant.", "themes": ["speed"]}, {"text": "i submitted the form last Thursday and only got a reply this Tuesday. Way too slow.", "themes": ["speed"]}, {"text": "Prompt replies. It took five days for anyone to get back to me about a simple request.", "themes": ["speed"]}, {"text": "Respond faster. By the time I heard back, the problem I'd written about had nearly cleared up on its own.", "themes": ["speed"]}, {"text": "Quick turnaround on the online forms. I'd settle for hearing back by the end of the day I send it.", "themes": ["speed"]}, {"text": "Less of a wait for the reply after sending the form. Mine was over 24 hours and I had no idea if it had even gone through.", "themes": ["speed"]}, {"text": "A guaranteed response time, like within 4 hours, so I'm not left wondering for days.", "themes": ["speed"]}, {"text": "Getting a response the same morning I send the request. Yesterday I waited from 9am until nearly 5pm the next day.", "themes": ["speed"]}, {"text": "Faster answers to what I put in the form. Two days feels like a long time to wait just to be told what happens next.", "themes": ["speed"]}, {"text": "I'd like replies to come through much quicker. Last time I sent the request and heard nothing for 3 days, which was worrying.", "themes": ["speed"]}, {"text": "Responding in hours rather than days.", "themes": ["speed"]}, {"text": "They need to reply to the forms quicker. I've been waiting since Monday and it's now Thursday.", "themes": ["speed"]}, {"text": "Reply sooner. I work shifts and by the time the practice got back to me, two days later, I'd already missed the slot they offered.", "themes": ["speed"]}, {"text": "if the surgery answered my form on the same day, I'd have no complaints at all", "themes": ["speed"]}, {"text": "Shorter wait to hear back after submitting. A full day is too long when you're feeling poorly.", "themes": ["speed"]}, {"text": "Speed of reply is the problem. I sent my form on a Friday morning and heard nothing all weekend or Monday.", "themes": ["speed"]}, {"text": "Quicker confirmation that my request was received and acted on. I waited over 48 hours with no word.", "themes": ["speed"]}, {"text": "Having the practice get back to me within a couple of hours of sending the online request.", "themes": ["speed"]}, {"text": "Faster response times on the forms. I waited the best part of a week last time, which seems daft.", "themes": ["speed"]}, {"text": "My form got a reply after about 30 hours. If that were cut to a few hours I'd be much happier.", "themes": ["speed"]}, {"text": "A speedy reply. I'm fed up of sending the form and then waiting days to find out anything.", "themes": ["speed"]}, {"text": "Answer the online requests more quickly, ideally before the end of the same day.", "themes": ["speed"]}, {"text": "Not having to wait so long after submitting the request. Two days minimum each time for me so far.", "themes": ["speed"]}, {"text": "Getting a reply within the morning if I submit early. Mine usually come back the next day or later.", "themes": ["speed"]}, {"text": "Quicker replies, simple as that. Sent it Wednesday lunchtime, got a response Friday teatime.", "themes": ["speed"]}, {"text": "if they replied faster. I sent a request about my blood pressure review and heard nothing for four days", "themes": ["speed"]}, {"text": "Cutting the delay between sending the form and getting a reply. Hours would be fine, days is not.", "themes": ["speed"]}, {"text": "Reducing how long it takes the practice to respond to the online form. I waited so long I nearly gave up and forgot about it.", "themes": ["speed"]}, {"text": "Sooner replies after I send in the request, please. Waiting until the next afternoon each time is a bit much.", "themes": ["speed"]}, {"text": "Shorter form please.", "themes": ["form"]}, {"text": "The online form is far too long. I just want to ask for an appointment, not fill in a questionnaire about my whole life. Cut it down to the basics and I'd use it happily.", "themes": ["form"]}, {"text": "fewer questions on the request form", "themes": ["form"]}, {"text": "Honestly I gave up halfway through the form last week because it kept asking things I'd already said. Make it simpler and not so repetitive.", "themes": ["form"]}, {"text": "Simplify the form. It's confusing.", "themes": ["form"]}, {"text": "Cutting the number of pages on the form. By page four I'd forgotten what I'd put on page one.", "themes": ["form"]}, {"text": "A form that doesn't ask for my symptoms three different ways. Once is enough!", "themes": ["form"]}, {"text": "the form is way too long and some of the wording is confusing, i wasnt sure what half the questions meant. plain english and fewer boxes would help", "themes": ["form"]}, {"text": "Make the request form shorter. It took me nearly 40 minutes with my daughter helping. Too many questions for a simple appointment.", "themes": ["form"]}, {"text": "Less questions on the form", "themes": ["form"]}, {"text": "I'd like a basic version of the form with just name, date of birth and a box to say what's wrong. At the moment there are dozens of compulsory fields and it's exhausting.", "themes": ["form"]}, {"text": "Shorter, simpler form. Dropdown menus were baffling and I couldn't tell which option applied to my problem.", "themes": ["form"]}, {"text": "The form asks too much. Why do I need to answer questions about my lifestyle just to book a blood pressure check?", "themes": ["form"]}, {"text": "Reduce the amount of mandatory questions on the online form, it's a nightmare on my phone with all the scrolling.", "themes": ["form"]}, {"text": "if the form was half the length id be happy", "themes": ["form"]}, {"text": "Streamline the form. I understand the practice needs some details but there are so many questions that I lose patience and end up not finishing it. A quick version for simple requests would be great.", "themes": ["form"]}, {"text": "Clearer questions on the request form. Some of them overlap so I never know what to put where.", "themes": ["form"]}, {"text": "Fewer steps and fewer questions in the online form, please. It feels like an exam.", "themes": ["form"]}, {"text": "My main gripe is the length of the form. Ten minutes minimum, and it timed out on me once so I had to start over. Make it shorter!", "themes": ["form"]}, {"text": "A much simpler form, written so normal people can follow it.", "themes": ["form"]}, {"text": "Shorten the form, it asks for stuff the surgery already has on my records like my address and allergies. Seems pointless.", "themes": ["form"]}, {"text": "Less confusing online form. I never know whether I've picked the right category and there are too many options.", "themes": ["form"]}, {"text": "Just a short form. Three or four questions would do.", "themes": ["form"]}, {"text": "the online request thing is just too long and fiddly, id say cut the questions down to the essentials and make it less confusing to get through", "themes": ["form"]}, {"text": "I work shifts and only get snatched moments on my break, so a form that takes five minutes rather than twenty would make all the difference. Too many questions at present.", "themes": ["form"]}, {"text": "Simplify the form so it doesn't ask so many follow-up questions every time I tick something.", "themes": ["form"]}, {"text": "Seeing the same GP every time.", "themes": ["continuity"]}, {"text": "being able to book with dr okafor each time, she already knows my history", "themes": ["continuity"]}, {"text": "A doctor who actually knows me. I'm tired of explaining my whole back problem from scratch to someone new at every appointment.", "themes": ["continuity"]}, {"text": "Same doctor please", "themes": ["continuity"]}, {"text": "If I could always see Dr Patel. She's followed my asthma for years and I don't want to start again with a stranger.", "themes": ["continuity"]}, {"text": "continuity. one gp who knows me and my history, not a different locum each time", "themes": ["continuity"]}, {"text": "Honestly, just having my own GP. Someone who remembers that I've had anxiety for a long time and doesn't need to reread my notes while I sit there.", "themes": ["continuity"]}, {"text": "Being able to choose a regular doctor and stick with them.", "themes": ["continuity"]}, {"text": "Knowing I'd get the same GP each visit. It's hard repeating my history every time, especially when it's about my mental health.", "themes": ["continuity"]}, {"text": "a named gp who knows my background", "themes": ["continuity"]}, {"text": "I'd like one doctor who knows my family history and my long-term conditions, so I don't have to go over everything again every single time I go in.", "themes": ["continuity"]}, {"text": "To book with the same doctor I saw last time, he understood my heart condition", "themes": ["continuity"]}, {"text": "Same GP each time. Simple as that.", "themes": ["continuity"]}, {"text": "if i could see the same doctor every time id feel a lot more comfortable, they'd know my history alredy", "themes": ["continuity"]}, {"text": "Having a personal GP who knows me. When my husband was ill we saw a different doctor every visit and nobody had the full picture.", "themes": ["continuity"]}, {"text": "One regular doctor.", "themes": ["continuity"]}, {"text": "Being able to see Dr Williams every time. He's known me since I moved here in 2015 and understands my history better than anyone.", "themes": ["continuity"]}, {"text": "A GP that knows me, not just whoever happens to be free.", "themes": ["continuity"]}, {"text": "I have diabetes and several other issues, so it would help hugely to see the same doctor who has followed it all over the years rather than someone reading my notes for the first time.", "themes": ["continuity"]}, {"text": "continuity of care, same doctor each time", "themes": ["continuity"]}, {"text": "Id like a doctor who remembers me. Its a bit exhausting having to retell my story to a new face when it's something personal.", "themes": ["continuity"]}, {"text": "Seeing my usual GP, Dr Hughes, rather than a different one each time.", "themes": ["continuity"]}, {"text": "If there was a way to always be booked in with the same doctor who knows my medical history, that would be ideal.", "themes": ["continuity"]}, {"text": "my own doctor. one who knows me.", "themes": ["continuity"]}, {"text": "Being assigned a regular GP so they can build up a proper understanding of my health over time, rather than treating each appointment as a one-off.", "themes": ["continuity"]}, {"text": "same gp every time, so i dont have to keep explaining my migraines", "themes": ["continuity"]}, {"text": "I'd feel much more confident if the doctor already knew me and my past problems. Seeing different people each time means nothing ever feels followed up.", "themes": ["continuity"]}, {"text": "Same doctor each time, ideally one who's known me for years.", "themes": ["continuity"]}, {"text": "A doctor who knows my history. That's all I want really.", "themes": ["continuity"]}, {"text": "Let me see the same GP for ongoing issues. My knee has been looked at by four different doctors and each one starts again from the beginning.", "themes": ["continuity"]}, {"text": "To have a regular GP who knows me as a person, not just a name on a screen. I've been with the practice for decades.", "themes": ["continuity"]}, {"text": "being able to stick with one doctor so they know my history, espcially with my epilepsy", "themes": ["continuity"]}, {"text": "Seeing the same GP so there's someone who knows what's happened before and understands my history.", "themes": ["continuity"]}, {"text": "If I could always see Dr Nair. She knows my background and my kids' too, so I never have to start explaining from the beginning.", "themes": ["continuity"]}, {"text": "Nothing really. The online form is quick and easy.", "themes": ["convenient"]}, {"text": "Honestly nothing needs changing, I filled in the request form in about two minutes and that was that.", "themes": ["convenient"]}, {"text": "Happy with it as it is. The new online form is dead simple.", "themes": ["convenient"]}, {"text": "no complaints at all, the form does the job and it's easy", "themes": ["convenient"]}, {"text": "Can't think of anything. Booking online now takes me less time than making a cup of tea.", "themes": ["convenient"]}, {"text": "I think the online request form is brilliant as it is, so please don't change it.", "themes": ["convenient"]}, {"text": "Easy already! Did it on my phone on the bus.", "themes": ["convenient"]}, {"text": "Not a thing. The form is straightforward and I was done in minutes.", "themes": ["convenient"]}, {"text": "Everything's fine as far as I'm concerned. Online booking is so much simpler than it used to be.", "themes": ["convenient"]}, {"text": "Leave it as it is. Filled in the form after the kids were in bed and it was painless.", "themes": ["convenient"]}, {"text": "Nothing, it's already quick and easy to use.", "themes": ["convenient"]}, {"text": "The online form is great, I found it easy to fill in and didn't need any help. Keep it just as it is.", "themes": ["convenient"]}, {"text": "Currently very happy. Request form took me no time at all.", "themes": ["convenient"]}, {"text": "Wouldn't change a thing, it's all very simple now.", "themes": ["convenient"]}, {"text": "I don't think anything needs improving. The form was clear and quick, even for someone who's not great with technology.", "themes": ["convenient"]}, {"text": "Quick and easy already, so nothing from me.", "themes": ["convenient"]}, {"text": "As it stands it works perfectly for me. Online form, a few clicks, sorted.", "themes": ["convenient"]}, {"text": "Nothing to add really, the new form is a big improvement and very easy to use.", "themes": ["convenient"]}, {"text": "Pretty much perfect now, thanks. I just type in what I need on the form and it's done.", "themes": ["convenient"]}, {"text": "no changes needed, form is easy and fast", "themes": ["convenient"]}, {"text": "Absolutely nothing. I'm really pleased with how easy the online request is.", "themes": ["convenient"]}, {"text": "Booking is already easy thanks to the online form, so I'd say carry on as you are.", "themes": ["convenient"]}, {"text": "It's already easy. I did the form over breakfast and it took five minutes at most.", "themes": ["convenient"]}, {"text": "Can't fault it. The online request form is quick and I don't see what could be better.", "themes": ["convenient"]}, {"text": "Nothing at all, I like the online form. So much more convenient than it was.", "themes": ["convenient"]}, {"text": "Fine as is! The form was easy to find and quick to complete.", "themes": ["convenient"]}, {"text": "I've used the new online form twice now and both times it was simple and fast. Nothing I'd change.", "themes": ["convenient"]}, {"text": "Not sure anything could make it easier than the form already does.", "themes": ["convenient"]}, {"text": "Everything's good. Online booking is quick, clear and hassle free.", "themes": ["convenient"]}, {"text": "Keep doing what you're doing, the online form makes it all so easy.", "themes": ["convenient"]}, {"text": "Nothing needed, it was a doddle to fill in the form.", "themes": ["convenient"]}, {"text": "Honestly the online form is so straightforward I didn't have to think about it. No improvements needed from me.", "themes": ["convenient"]}, {"text": "its already easy enough with the online form, no changes from me", "themes": ["convenient"]}, {"text": "Very little, if I'm honest. The form is quick and does exactly what I need.", "themes": ["convenient"]}, {"text": "Nope, all good here. Request form is easy peasy.", "themes": ["convenient"]}, {"text": "I'm perfectly happy with the online form. It's simple and I can do it whenever suits me, so there's nothing I'd change.", "themes": ["convenient"]}, {"text": "Not a single thing. It's so easy to submit a request online now.", "themes": ["convenient"]}, {"text": "I think it's spot on already. The form takes next to no time.", "themes": ["convenient"]}, {"text": "Nothing to suggest, I find the online request form really easy.", "themes": ["convenient"]}, {"text": "Already easy with the form, so I wouldn't change anything.", "themes": ["convenient"]}, {"text": "The online form is excellent. Quick, clear and simple, so I've no suggestions.", "themes": ["convenient"]}, {"text": "Fine as it is. I put in my request from the sofa in a couple of minutes.", "themes": ["convenient"]}, {"text": "No improvements needed, thank you. The form made booking really straightforward.", "themes": ["convenient"]}, {"text": "Booking through the online form has been effortless for me, so I'd leave it alone.", "themes": ["convenient"]}, {"text": "Can't think of a thing, it's super quick now.", "themes": ["convenient"]}, {"text": "Honestly it's so easy now I've no suggestions. The form is great.", "themes": ["convenient"]}, {"text": "Nothing! Online request form is easy to use and I got it done in no time.", "themes": ["convenient"]}, {"text": "Seems perfect to me. A short online form and job done, no faff.", "themes": ["convenient"]}, {"text": "I'd say it's already as easy as it could be. Form was simple and quick.", "themes": ["convenient"]}, {"text": "Nothing. The online booking form is a real improvement and very easy to use.", "themes": ["convenient"]}, {"text": "All fine here. I'm quite happy with the form, it couldn't be much simpler.", "themes": ["convenient"]}, {"text": "I wouldn't change anything. The request form was quick and I found it easy to complete.", "themes": ["convenient"]}, {"text": "Not a lot, it's already simple. The online form is quick and painless.", "themes": ["convenient"]}, {"text": "its really easy now with the online form so nothing to improve", "themes": ["convenient"]}, {"text": "Nothing, thanks. The form is so quick that I did it during my lunch break without any bother.", "themes": ["convenient"]}, {"text": "No suggestions from me, the online request form works really well and is very easy.", "themes": ["convenient"]}, {"text": "I like it as it is. Quick form, no fuss, nothing needs to change.", "themes": ["convenient"]}, {"text": "Currently it's easy enough. The online form is quick and I've had no trouble with it at all.", "themes": ["convenient"]}, {"text": "Nothing needs to change. The online form makes booking quick and easy.", "themes": ["convenient"]}, {"text": "I'm blind and use JAWS, so a form that works properly with a screen reader would make a huge difference. Some of the buttons just read out as 'button'.", "themes": ["access"], "variant": "Disability"}, {"text": "Deaf here, so a text or email way of reaching reception rather than a phone call.", "themes": ["access"], "variant": "Disability"}, {"text": "Arthritis in both hands means typing is slow and sore. Voice input on the form, so I can speak my request instead of typing it, would help.", "themes": ["access"], "variant": "Disability"}, {"text": "Large print please. I'm partially sighted and the small grey text on screens is a struggle even with my glasses.", "themes": ["access"], "variant": "Disability"}, {"text": "With early dementia I lose track of what I've started. Someone at reception to help me fill in the request when I come in would be easier.", "themes": ["access"], "variant": "Disability"}, {"text": "my support worker has to sit with me for anything online because of my learning disability, so an easy read version or someone at the practice to help me would be good", "themes": ["access"], "variant": "Disability"}, {"text": "Dyslexia makes reading and writing on a screen tiring. Being able to record a voice message instead of typing would help me a lot.", "themes": ["access"], "variant": "Disability"}, {"text": "Because of ME/CFS and brain fog, I can't always finish things in one go. Being able to save my request and come back to it later would suit me.", "themes": ["access"], "variant": "Disability"}, {"text": "Parkinson's tremor makes tapping small boxes hard. Bigger buttons or voice input would help.", "themes": ["access"], "variant": "Disability"}, {"text": "Could the website work when I zoom in to 300%? I have macular degeneration and need to magnify everything.", "themes": ["access"], "variant": "Disability"}, {"text": "I'm profoundly deaf and BSL is my first language, so a video relay or BSL interpreter option for contacting the surgery would be great.", "themes": ["access"], "variant": "Disability"}, {"text": "As an autistic person I find phone calls really distressing, so an option to contact reception by email or text would help.", "themes": ["access"], "variant": "Disability"}, {"text": "Since my stroke I struggle to find words and write sentences. Someone to help me fill things in at the front desk would make booking possible.", "themes": ["access"], "variant": "Disability"}, {"text": "MS fatigue means I can only manage short bursts at the computer. A way to ask a family member to book for me, with my consent, would help.", "themes": ["access"], "variant": "Disability"}, {"text": "A text message link opening in large text would help, as I'm partially sighted and my phone's accessibility settings don't always carry over.", "themes": ["access"], "variant": "Disability"}, {"text": "ADHD and long-term memory issues mean I often forget to finish things. A reminder text to complete my request would help.", "themes": ["access"], "variant": "Disability"}, {"text": "High contrast colours please. I'm colour blind and some of the pale buttons and text are really hard for me to see.", "themes": ["access"], "variant": "Disability"}, {"text": "I wear hearing aids and can't follow phone conversations well, so being able to book in person with reception staff who face me when speaking would be better.", "themes": ["access"], "variant": "Disability"}, {"text": "After my brain injury I get overwhelmed by lots of screens. Having a named person at the front desk who can help me in person would really help.", "themes": ["access"], "variant": "Disability"}, {"text": "I can only use one hand since my stroke, so a form I can complete without fiddly dragging or double-tapping would be easier.", "themes": ["access"], "variant": "Disability"}, {"text": "Braille or large print letters please. I'm blind.", "themes": ["access"], "variant": "Disability"}, {"text": "voice option, arthritis hands", "themes": ["access"], "variant": "Disability"}, {"text": "Form in Polish please. My English is not good and I am scared I write something wrong about my health.", "themes": ["access"], "variant": "Language"}, {"text": "Someone who speaks Urdu to help me. I do not understand the online form well and my daughter is not always home to help me.", "themes": ["access"], "variant": "Language"}, {"text": "i need interpreter. english not my first language so booking is very hard for me", "themes": ["access"], "variant": "Language"}, {"text": "Being able to choose Romanian on the form would help me a lot. I have lived here six years but medical words are still difficult, and I do not want to guess and book the wrong thing.", "themes": ["access"], "variant": "Language"}, {"text": "My English is limited, so a version of the request form in Bengali or an interpreter to help me would make things much easier.", "themes": ["access"], "variant": "Language"}, {"text": "Translation. Arabic.", "themes": ["access"], "variant": "Language"}, {"text": "Honestly I find the whole thing hard because I only started learning English two years ago. If the practice offered an interpreter when I come in, or the form in Portuguese, I would feel much more confident asking for appointments.", "themes": ["access"], "variant": "Language"}, {"text": "Please can reception have a Gujarati speaker or a translator? I cant explain my problems properly in English and the website is too hard for me.", "themes": ["access"], "variant": "Language"}, {"text": "Nothing really, I hardly ever need to see anyone.", "themes": []}, {"text": "No suggestions from me.", "themes": []}, {"text": "can't think of anything", "themes": []}, {"text": "Honestly can't say. I've only been to the surgery twice in about six years so I don't really have an opinion on it.", "themes": []}, {"text": "N/A", "themes": []}, {"text": "Nothing springs to mind, sorry.", "themes": []}, {"text": "I'm rarely ill so I don't have anything to suggest.", "themes": []}, {"text": "not sure, nothing i can think of", "themes": []}, {"text": "No idea, haven't needed an appointment since I registered back in 2021.", "themes": []}, {"text": "Nothing at the moment, thanks.", "themes": []}, {"text": "I don't go very often so I couldn't really say what would help. Sorry!", "themes": []}, {"text": "Can't think of anything to add. Everything's fine as far as I'm concerned, I just rarely need the doctor.", "themes": []}, {"text": "None.", "themes": []}, {"text": "Not applicable to me really, I'm in good health and only come in for the occasional repeat check.", "themes": []}, {"text": "Nothing that I can think of right now.", "themes": []}, {"text": "I've no suggestions. Only been once in the last few years, for a tetanus jab after cutting my hand in the garden.", "themes": []}, {"text": "dont know, nothing comes to mind", "themes": []}, {"text": "Hard to say as I so rarely book anything. Nothing to suggest.", "themes": []}, {"text": "Nothing in particular.", "themes": []}, {"text": "Between work and the kids I'm just lucky that we're all healthy, so I don't really have any ideas on this one.", "themes": []}, {"text": "No comment, nothing to add.", "themes": []}, {"text": "Can't really think of anything, I only see a GP maybe once every couple of years.", "themes": []}, {"text": "Nothing to suggest, thank you.", "themes": []}, {"text": "Haven't a clue, to be honest. I don't use the surgery much at all.", "themes": []}, {"text": "I really don't have anything to put here.", "themes": []}, {"text": "Not much to say, I very rarely need an appointment so haven't given it any thought.", "themes": []}, {"text": "nothing, ta", "themes": []}, {"text": "I can't think of anything that would change things for me. Just don't need appointments often.", "themes": []}, {"text": "No ideas, sorry. Haven't needed the doctor in ages.", "themes": []}, {"text": "Nothing I can think of, I'm afraid.", "themes": []}, {"text": "Don't have any suggestions as I've barely used the practice since joining last year.", "themes": []}, {"text": "Nothing really. Might be different if I was a regular, but I'm not.", "themes": []}, {"text": "Pass on this one, nothing comes to mind.", "themes": []}, {"text": "I've not got any thoughts on this, I seldom book appointments so wouldn't know what to suggest.", "themes": []}, {"text": "Nothing at all that I can think of.", "themes": []}, {"text": "Sorry, no suggestions. I only really go for my annual blood pressure check and that's about it.", "themes": []}, {"text": "no idea sorry", "themes": []}, {"text": "Nothing springs to mind. I've been fortunate with my health and rarely contact the surgery.", "themes": []}, {"text": "Can't think of anything right now.", "themes": []}, {"text": "Nothing to suggest as I almost never need to book. Thanks for asking though.", "themes": []}, {"text": "Let me ring and speak to a receptionist, and reply to online forms the same day. I waited three days last time.", "themes": ["phone", "speed"]}, {"text": "phone line back please. and answer the online forms faster, mine sat there for two days", "themes": ["phone", "speed"]}, {"text": "Bring back proper phone booking. I sent the online form on Monday and heard nothing until Thursday, which is no good when you're poorly.", "themes": ["phone", "speed"]}, {"text": "Being able to talk to an actual person when I book, plus replies to online requests within hours rather than days.", "themes": ["phone", "speed"]}, {"text": "Honestly just let me phone up like before. The online form took ages to get a reply, nearly 48 hours.", "themes": ["phone", "speed"]}, {"text": "A dedicated booking phone line, and quicker answers to the online forms. I'm not waiting all day wondering if anyone has even read mine.", "themes": ["phone", "speed"]}, {"text": "speak to a real person on the phone, and reply faster to the forms - waited 2 days for a response", "themes": ["phone", "speed"]}, {"text": "Ringing the surgery and booking there and then. Online I submitted my request in the morning and still had no reply by the next afternoon.", "themes": ["phone", "speed"]}, {"text": "Phone booking, plain and simple. And please reply to online requests quicker, because days of silence is far too long.", "themes": ["phone", "speed"]}, {"text": "My mum is 78 and wants to talk to someone on the phone to book. When I used the form for myself, it took four days to get a reply.", "themes": ["phone", "speed"]}, {"text": "Having a proper phone line again so I can explain things to a person, and not waiting ages for the practice to answer my online form.", "themes": ["phone", "speed"]}, {"text": "Phone line, faster replies", "themes": ["phone", "speed"]}, {"text": "Id like to just call and book with a human being. After I sent the online request I waited over a day with no word back.", "themes": ["phone", "speed"]}, {"text": "Let patients ring up and book properly. Also the online form replies need to be quicker, mine took about three days and I'd nearly given up.", "themes": ["phone", "speed"]}, {"text": "Can we have the phone booking back? Talking to a receptionist is easier, and the online form left me waiting two whole days for a text.", "themes": ["phone", "speed"]}, {"text": "Reply to online requests sooner, even same day. And keep a phone number where you can actually speak to someone to book.", "themes": ["phone", "speed"]}, {"text": "Being able to phone and book on the spot. I filled the form in on Tuesday evening and didn't hear anything until the Friday.", "themes": ["phone", "speed"]}, {"text": "A real phone booking service with a person on the end of it. The online system leaves you hanging for hours and hours before anyone replies.", "themes": ["phone", "speed"]}, {"text": "just let me ring and speak to someone. waited nearly 3 days after the online form, ridiculous", "themes": ["phone", "speed"]}, {"text": "If I could phone and talk it through with a receptionist, I'd be happier. The online request took ages to be answered, far too long for a child with an ear infection.", "themes": ["phone", "speed"]}, {"text": "Bring back phone appointments booking, I prefer talking to a person. And get back to online requests quicker than the two days I waited.", "themes": ["phone", "speed"]}, {"text": "Quicker responses to the online form would help massively, as I waited most of a week. I'd also like the option to ring and book with a person.", "themes": ["phone", "speed"]}, {"text": "Proper phone line where I can talk to someone and sort it out in one go, not send a form and wait days for the practice to reply.", "themes": ["phone", "speed"]}, {"text": "Phoning in and speaking to a person. The online form is fine in theory but they took far too long to get back to me, about 36 hours.", "themes": ["phone", "speed"]}, {"text": "Let me phone. Shorten the form.", "themes": ["phone", "form"]}, {"text": "Honestly just being able to ring up and speak to someone, and a much shorter online form because it asks far too many questions.", "themes": ["phone", "form"]}, {"text": "proper phone line back plus a simpler form, the online one is so long", "themes": ["phone", "form"]}, {"text": "Talking to an actual person on the phone would be easier. The online request form has too many boxes and I never know what to put in them.", "themes": ["phone", "form"]}, {"text": "Bring back phone booking and cut the form down to the basics.", "themes": ["phone", "form"]}, {"text": "I find the online form confusing. I'd much rather ring the surgery and book with a real person, like I used to.", "themes": ["phone", "form"]}, {"text": "Phone line for booking again please, and fewer questions on that form. Why does it need my whole history just to ask for an appointment?", "themes": ["phone", "form"]}, {"text": "A simpler form. Also the option to just call and book.", "themes": ["phone", "form"]}, {"text": "ringing reception and speaking to a human, or failing that a form that doesnt take 15 minutes to fill in", "themes": ["phone", "form"]}, {"text": "Being able to phone in the morning and book with a person. The online form is far too long and the wording is confusing, so I give up halfway.", "themes": ["phone", "form"]}, {"text": "Let us book over the phone again. Make the form shorter.", "themes": ["phone", "form"]}, {"text": "I work shifts and would rather have a quick chat with someone on the phone to book than answer 20 questions on a long, fiddly online form.", "themes": ["phone", "form"]}, {"text": "Real phone booking line. Simple short form for those who want it, but not compulsory.", "themes": ["phone", "form"]}, {"text": "The form is confusing, I never know which option to tick. Just let me talk to someone on the phone and book it that way.", "themes": ["phone", "form"]}, {"text": "phone booking back, and a less complicated request form pls", "themes": ["phone", "form"]}, {"text": "Speak to a person when I book. And the online form needs cutting right down, it repeats the same questions in different ways.", "themes": ["phone", "form"]}, {"text": "I'd like to be able to call the surgery and book like before. If I must use the form, make it shorter and clearer.", "themes": ["phone", "form"]}, {"text": "A normal phone booking service, and a form with maybe five questions rather than the huge long thing we have now.", "themes": ["phone", "form"]}, {"text": "Being able to ring and talk it through with someone, as I struggle with the online form. It's too long and too complicated for me.", "themes": ["phone", "form"]}, {"text": "Bring back phoning to book. Simplify the form.", "themes": ["phone", "form"]}, {"text": "Like my mum, I can't cope with the lengthy online form. A proper phone line where I could speak to a person would help.", "themes": ["phone", "form"]}, {"text": "Just a phone number I can ring to book with a real person, and a shorter form for when I do want to go online. Too many questions at present.", "themes": ["phone", "form"]}, {"text": "Phone booking, arthritis, real person", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Please bring back a proper phone line for booking. I'm registered blind and my screen reader just doesn't cope with the online request system. I need to speak to an actual person who can book it for me.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "being able to ring up and talk to a receptionist. my hands are crippled with rheumatoid arthritis so typing on a phone is agony, a conversation is so much easier", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Memory problems since my stroke mean I can't manage online requests on my own. I'd like to phone, speak to a patient person, and have them go through it with me.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "A phone number that actually lets me book. I'm profoundly deaf in one ear and have tinnitus, but I can manage a call if the receptionist speaks slowly and is willing to repeat things. I want a human, not a screen.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Honestly just let me phone and speak to someone. I have a learning disability and my support worker isn't always there to help me online. A kind person on the phone who explains things simply would make all the difference.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Id like the old phone booking back. Parkinson's makes my hands shake so much that tapping on a tablet is nearly impossible. Talking to a receptionist is the only way I can book without a struggle.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Being able to ring the surgery and speak to a human being. My sight has deteriorated with macular degeneration and I can't read my phone screen anymore, so online anything is out for me. Phone is my only option.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Keep a proper phone line open for booking, staffed by people who understand that some of us can't use computers. I have severe dyslexia and a brain injury, and I need to talk it through with someone.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "phone appointments with a real person pls, i have chronic fatigue and brain fog so doing it online wipes me out, ringing up and explaining to someone is much easier", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "A dedicated phone booking line where a person answers and can adapt to my needs. I'm autistic with selective mutism on bad days, so I'd also want them to let me take my time or have my carer speak with them.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Let me book by telephone with a friendly receptionist. I have tremors and poor eyesight, and no one at home to help with the internet. Speaking to a real person is what I need.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "If I could just call and speak to someone at Ashgrove like I used to. With my MS I get numb fingers and blurred vision, so online booking is a nightmare. I need to talk it through with a person.", "themes": ["phone", "access"], "variant": "Disability"}, {"text": "Phoning in. That's it. Being dyslexic and partially sighted, I need to speak to a person who can book on my behalf, not be sent to a website.", "themes": ["phone", "access"], "variant": "Disability"}]}}, {"id": "sv-008", "title": "Should Corefit gyms stop opening 24 hours?", "brief": {"product": "Corefit, a chain of 14 budget gyms in the north of England and Scotland, open 24 hours a day on a rolling monthly membership.", "context": "Corefit has 38,600 members across its 14 gyms. Between 11pm and 5am the gyms are unstaffed; security patrols, remote CCTV monitoring and the running costs of those hours come to about £310,000 a year. Door-entry records show that 6% of members entered a gym between 11pm and 5am at least once in September 2026.", "decision": "Whether to close all 14 gyms between 11pm and 5am, close overnight only at the quietest gyms, or keep every gym open 24 hours.", "objectives": [{"id": "O1", "text": "How many members use the gyms between 11pm and 5am, how often, and who they are"}, {"id": "O2", "text": "How closing between 11pm and 5am would affect members, including whether they would stay"}, {"id": "O3", "text": "How overnight use and the effect of closing differ between gyms and regions"}, {"id": "O4", "text": "How often 24-hour opening was one of members' reasons for choosing Corefit, compared with other reasons"}], "target": "Current Corefit members", "constraints": {"max_questions": 10, "max_minutes": 6.0, "sample_size": 1000, "channel": "email invitation to a random sample of current members from the membership database (every member has a home gym and an email address on file); online questionnaire"}, "stakeholder": "The operations director is sure that almost nobody uses the gyms overnight and wants the survey to show that closing every gym from 11pm to 5am will not cost members.", "precision": "The board wants results for each of the 14 gyms to within plus or minus 8 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 8 points at 95% needs about 150 completes per gym, about 2,100 in all, against about 1,000 available (about 70 per gym); a careful plan says so and proposes a way through (report by region or groups of gyms, oversample the gyms considered for closure, or use door-entry data for per-gym use)."}, "reference_survey": {"screener": [{"id": "S1", "text": "Are you currently a Corefit member?", "type": "single", "options": ["Yes", "No, my membership has ended", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["Yes"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "In the last four weeks, how many times, if any, have you been in a Corefit gym at any time between 11pm and 5am? Please enter 0 if none.", "type": "numeric", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "At what time of day do you usually arrive at Corefit?", "type": "single", "options": ["5am to before 9am", "9am to before 5pm", "5pm to before 11pm", "11pm to before 5am", "It varies too much to say", "I don't visit often enough to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "If your home Corefit gym closed between 11pm and 5am every night, how, if at all, would that affect you?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "If your home Corefit gym closed between 11pm and 5am every night, how likely would you be to cancel your Corefit membership?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O2", "O3"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "When you joined Corefit, which of these, if any, were reasons you chose it? Select all that apply.", "type": "multi", "options": ["Low monthly price", "Close to home or work", "Open 24 hours", "No fixed-term contract", "Range of equipment", "Recommended by someone I know", "Other", "Can't remember"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "Which Corefit gym is your home gym (the gym your membership is registered to)?", "type": "single", "options": ["Leeds Kirkstall", "Leeds Hunslet", "Bradford Centre", "Sheffield Attercliffe", "Hull Marina", "Wakefield Calder Park", "Newcastle Byker", "Sunderland Pallion", "Middlesbrough Centre", "Manchester Ancoats", "Salford Quays", "Preston Centre", "Glasgow Finnieston", "Edinburgh Leith"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O3"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q7", "text": "Which of these best describes your working pattern?", "type": "single", "options": ["Mainly daytime hours", "Shifts that include nights", "Shifts that do not include nights", "Hours that vary from week to week", "Not in paid work", "Other", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q8", "text": "How long have you been a Corefit member?", "type": "single", "options": ["Less than 6 months", "6 months to less than 2 years", "2 years or more"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Invite a random sample of about 12,500 of the 38,600 current members by email from the membership database, with one reminder, expecting about 1,000 completes at an 8% completion rate. The board's precision cannot be met: plus or minus 8 points at 95% confidence needs about 150 completes in each of the 14 gyms, about 2,100 in all, and 1,000 completes give only about 70 per gym (about plus or minus 12 points). We will report the total (about plus or minus 3 points) and the four regions (about plus or minus 6 to 8 points), treat single-gym survey figures as indicative only, and use the door-entry records, which cover every member, for overnight use at each gym. Results will be weighted so that overnight users match their 6% share in the door-entry records. If the board needs plus or minus 8 points at the gyms being considered for closure, we can oversample those gyms instead of all 14.", "analysis_plan": [{"objective": "O1", "approach": "Q1 as a share with at least one overnight visit, compared with the 6% in the door-entry records, and the distribution of visits (median as well as mean); Q2 and Q7 to see who uses the overnight hours and whether it is their usual time."}, {"objective": "O2", "approach": "Q3 open answers coded into themes; Q4 likely to cancel by overnight use and working pattern, weighted to the door-entry share of overnight users, read as stated intention rather than a forecast."}, {"objective": "O3", "approach": "Q1 and Q4 by region (from Q6) with significance tests; gym-level figures flagged as small bases and checked against door-entry records per gym."}, {"objective": "O4", "approach": "Q5 share choosing 'Open 24 hours' against the other reasons, by overnight use and working pattern."}]}, "responses": {"stakeholder_questions": ["The operations director: 'Almost nobody uses the gyms overnight. Can we close every gym from 11pm to 5am?'", "The marketing director: '24-hour access is our brand. How many members will we lose if we close overnight?'", "The regional manager: 'North West members look much more likely to leave than North East members. Should the North West keep 24-hour opening?'"], "fielding": "Emailed to a random sample of 11,900 of Corefit's 38,600 current members, from 1 to 14 October 2026, with one reminder. 1,031 started and 950 completed (median 4 minutes 30 seconds). Tables show the 950 completes, unweighted. Percentages are of each column's base. Region is from the gym named at Q6.", "population": "All 38,600 current Corefit members at 30 September 2026, from the membership database. Door-entry records show that 6% of members (about 2,316) entered a Corefit gym between 11pm and 5am at least once in September 2026.", "crosstabs": [{"question": "Q1", "title": "Visits to a Corefit gym between 11pm and 5am in the last four weeks", "columns": ["Total", "Yorkshire", "North East England", "North West England", "Scotland", "Mainly daytime hours", "Shifts that include nights", "Shifts that do not include nights", "Hours that vary from week to week", "Not in paid work", "Other", "Prefer not to say"], "bases": [950, 366, 220, 229, 135, 455, 56, 74, 121, 215, 10, 19], "rows": [["None", [85.1, 86.1, 85.0, 86.0, 80.7, 89.7, 19.6, 85.1, 81.8, 94.4, 90.0, 78.9]], ["1", [4.2, 4.1, 3.2, 4.8, 5.2, 3.5, 0.0, 4.1, 9.1, 3.3, 10.0, 10.5]], ["2 to 3", [4.0, 2.7, 5.5, 3.5, 5.9, 4.6, 0.0, 5.4, 6.6, 1.9, 0.0, 5.3]], ["4 to 7", [1.6, 1.1, 1.4, 0.9, 4.4, 2.0, 0.0, 4.1, 0.8, 0.5, 0.0, 5.3]], ["8 to 14", [1.8, 1.9, 1.8, 1.3, 2.2, 0.2, 23.2, 1.4, 1.7, 0.0, 0.0, 0.0]], ["15 or more", [3.4, 4.1, 3.2, 3.5, 1.5, 0.0, 57.1, 0.0, 0.0, 0.0, 0.0, 0.0]], ["Net: at least one visit", [14.9, 13.9, 15.0, 14.0, 19.3, 10.3, 80.4, 14.9, 18.2, 5.6, 10.0, 21.1]]], "note": "Q1 was asked as a number. Among the 142 respondents who reported at least one visit, the mean is 7.4 visits in the four weeks."}, {"question": "Q1", "title": "At least one visit between 11pm and 5am in the last four weeks, by home gym (Q6)", "columns": ["Total", "Leeds Kirkstall", "Leeds Hunslet", "Bradford Centre", "Sheffield Attercliffe", "Hull Marina", "Wakefield Calder Park", "Newcastle Byker", "Sunderland Pallion", "Middlesbrough Centre", "Manchester Ancoats", "Salford Quays", "Preston Centre", "Glasgow Finnieston", "Edinburgh Leith"], "bases": [950, 80, 79, 61, 64, 71, 11, 74, 65, 81, 81, 70, 78, 70, 65], "rows": [["Net: at least one visit", [14.9, 7.5, 11.4, 11.5, 17.2, 16.9, 54.5, 20.3, 15.4, 9.9, 18.5, 15.7, 7.7, 20.0, 18.5]]], "note": ""}, {"question": "Q2", "title": "Time of day respondents usually arrive at Corefit", "columns": ["Total", "Visited 11pm-5am in last 4 weeks", "No 11pm-5am visits in last 4 weeks", "Mainly daytime hours", "Shifts that include nights", "Shifts that do not include nights", "Hours that vary from week to week", "Not in paid work", "Other", "Prefer not to say"], "bases": [950, 142, 808, 455, 56, 74, 121, 215, 10, 19], "rows": [["5am to before 9am", [22.0, 11.3, 23.9, 23.7, 5.4, 17.6, 26.4, 22.8, 20.0, 10.5]], ["9am to before 5pm", [23.7, 7.7, 26.5, 25.3, 10.7, 18.9, 22.3, 24.2, 10.0, 52.6]], ["5pm to before 11pm", [35.4, 29.6, 36.4, 36.7, 12.5, 48.6, 33.1, 35.8, 50.0, 21.1]], ["11pm to before 5am", [5.4, 35.9, 0.0, 2.0, 62.5, 4.1, 1.7, 0.5, 0.0, 5.3]], ["It varies too much to say", [10.4, 15.5, 9.5, 9.7, 8.9, 9.5, 11.6, 12.1, 20.0, 5.3]], ["I don't visit often enough to say", [3.2, 0.0, 3.7, 2.6, 0.0, 1.4, 5.0, 4.7, 0.0, 5.3]]], "note": ""}, {"question": "Q4", "title": "Likelihood of cancelling membership if the home gym closed between 11pm and 5am every night", "columns": ["Total", "Visited 11pm-5am in last 4 weeks", "No 11pm-5am visits in last 4 weeks", "Yorkshire", "North East England", "North West England", "Scotland", "Mainly daytime hours", "Shifts that include nights", "Shifts that do not include nights", "Hours that vary from week to week", "Not in paid work", "Other", "Prefer not to say"], "bases": [950, 142, 808, 366, 220, 229, 135, 455, 56, 74, 121, 215, 10, 19], "rows": [["Very unlikely", [23.2, 14.1, 24.8, 23.5, 23.6, 20.1, 26.7, 22.9, 10.7, 20.3, 21.5, 27.9, 40.0, 26.3]], ["Fairly unlikely", [29.9, 17.6, 32.1, 30.3, 29.5, 33.2, 23.7, 30.5, 17.9, 31.1, 28.1, 32.6, 30.0, 26.3]], ["Neither likely nor unlikely", [32.3, 22.5, 34.0, 33.9, 33.2, 27.5, 34.8, 34.1, 23.2, 33.8, 33.1, 31.2, 30.0, 21.1]], ["Fairly likely", [8.5, 27.5, 5.2, 7.4, 6.4, 11.8, 9.6, 7.5, 30.4, 5.4, 9.9, 5.1, 0.0, 15.8]], ["Very likely", [6.1, 18.3, 4.0, 4.9, 7.3, 7.4, 5.2, 5.1, 17.9, 9.5, 7.4, 3.3, 0.0, 10.5]], ["Net: likely (4-5)", [14.6, 45.8, 9.2, 12.3, 13.6, 19.2, 14.8, 12.5, 48.2, 14.9, 17.4, 8.4, 0.0, 26.3]]], "note": ""}, {"question": "Q4", "title": "Likely (4-5) to cancel if the gym closed between 11pm and 5am, by home gym (Q6)", "columns": ["Total", "Leeds Kirkstall", "Leeds Hunslet", "Bradford Centre", "Sheffield Attercliffe", "Hull Marina", "Wakefield Calder Park", "Newcastle Byker", "Sunderland Pallion", "Middlesbrough Centre", "Manchester Ancoats", "Salford Quays", "Preston Centre", "Glasgow Finnieston", "Edinburgh Leith"], "bases": [950, 80, 79, 61, 64, 71, 11, 74, 65, 81, 81, 70, 78, 70, 65], "rows": [["Net: likely (4-5)", [14.6, 8.8, 11.4, 6.6, 14.1, 18.3, 27.3, 18.9, 13.8, 8.6, 21.0, 17.1, 19.2, 17.1, 12.3]]], "note": ""}, {"question": "Q5", "title": "Reasons for choosing Corefit when joining (multiple answers allowed)", "columns": ["Total", "Visited 11pm-5am in last 4 weeks", "No 11pm-5am visits in last 4 weeks", "Mainly daytime hours", "Shifts that include nights", "Shifts that do not include nights", "Hours that vary from week to week", "Not in paid work", "Other", "Prefer not to say"], "bases": [950, 142, 808, 455, 56, 74, 121, 215, 10, 19], "rows": [["Low monthly price", [68.9, 73.9, 68.1, 69.7, 78.6, 68.9, 67.8, 65.6, 70.0, 68.4]], ["Close to home or work", [62.6, 71.1, 61.1, 66.2, 60.7, 67.6, 62.0, 56.7, 40.0, 47.4]], ["Open 24 hours", [24.0, 59.2, 17.8, 22.0, 55.4, 27.0, 29.8, 15.8, 20.0, 26.3]], ["No fixed-term contract", [38.9, 36.6, 39.4, 41.3, 44.6, 47.3, 29.8, 36.3, 20.0, 31.6]], ["Range of equipment", [29.8, 29.6, 29.8, 30.5, 33.9, 24.3, 31.4, 27.9, 40.0, 26.3]], ["Recommended by someone I know", [10.7, 6.3, 11.5, 9.7, 5.4, 9.5, 13.2, 13.5, 0.0, 15.8]], ["Other", [4.3, 4.9, 4.2, 4.2, 7.1, 4.1, 5.8, 3.3, 0.0, 5.3]], ["Can't remember", [3.5, 0.7, 4.0, 3.5, 0.0, 4.1, 1.7, 5.1, 0.0, 5.3]]], "note": ""}, {"question": "Q6", "title": "Sample profile: home gym", "columns": ["Total"], "bases": [950], "rows": [["Leeds Kirkstall", [8.4]], ["Leeds Hunslet", [8.3]], ["Bradford Centre", [6.4]], ["Sheffield Attercliffe", [6.7]], ["Hull Marina", [7.5]], ["Wakefield Calder Park", [1.2]], ["Newcastle Byker", [7.8]], ["Sunderland Pallion", [6.8]], ["Middlesbrough Centre", [8.5]], ["Manchester Ancoats", [8.5]], ["Salford Quays", [7.4]], ["Preston Centre", [8.2]], ["Glasgow Finnieston", [7.4]], ["Edinburgh Leith", [6.8]]], "note": ""}, {"question": "Q7", "title": "Sample profile: working pattern", "columns": ["Total"], "bases": [950], "rows": [["Mainly daytime hours", [47.9]], ["Shifts that include nights", [5.9]], ["Shifts that do not include nights", [7.8]], ["Hours that vary from week to week", [12.7]], ["Not in paid work", [22.6]], ["Other", [1.1]], ["Prefer not to say", [2.0]]], "note": ""}, {"question": "Q8", "title": "Sample profile: length of membership", "columns": ["Total"], "bases": [950], "rows": [["Less than 6 months", [29.2]], ["6 months to less than 2 years", [40.9]], ["2 years or more", [29.9]]], "note": ""}], "open_question": "Q3. If your home Corefit gym closed between 11pm and 5am every night, how, if at all, would that affect you?", "verbatims": [{"respondent": "M002", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Not in the least. Night-time gym sessions aren't something I do."}, {"respondent": "M009", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Happy days. I've never liked the thought of anyone being in there alone overnight with no member of staff to call on."}, {"respondent": "M013", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't change anything for me, I never go during the night."}, {"respondent": "M028", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Wouldn't change when I go, only how many others are there. Early mornings after 5 are lovely and quiet now, and I doubt they would be."}, {"respondent": "M034", "segment": {"gym": "Preston Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "None whatsoever, I never use the gym between 11pm and 5am."}, {"respondent": "M048", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd be totally fine, I never use it in the middle of the night."}, {"respondent": "M049", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It would have no effect on me because I don't go between 11pm and 5am."}, {"respondent": "M053", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Obviously I'd want a lower fee. I joined a 24 hour gym and pay for that."}, {"respondent": "M056", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It would not affect me at all, I never go between 11pm and 5am."}, {"respondent": "M057", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "i dont go overnight but i do go at 10pm for the quiet, so id be worried everyone would cram into those hours before it shut"}, {"respondent": "M058", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I go late, like 10:50pm, purely because it's quiet. People shut out after 11 would just come sooner, so I'd be queuing for benches."}, {"respondent": "M059", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Relieved. I walk by the Glasgow branch on my way home and it feels odd seeing it open late with nobody working."}, {"respondent": "M063", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "That wouldn't affect me whatsoever. I'm always done by 10pm at the very latest."}, {"respondent": "M068", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I don't go at those times so it would have no effect on me."}, {"respondent": "M069", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I think it'd be a good move. Staff-free late night sessions have always made me feel exposed."}, {"respondent": "M071", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Doesn't affect me. My usual slot is around 7pm, nowhere near the overnight hours."}, {"respondent": "M076", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Surely they'd have to reduce the monthly cost?"}, {"respondent": "M080", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Reduce my monthly cost. That's the only thing I'd expect from them."}, {"respondent": "M081", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Price drop needed. Even a tenner off would feel about right for losing that much time."}, {"respondent": "M086", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "lower monthly price or I'd be asking why not"}, {"respondent": "M089", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "The monthly charge ought to be reduced. Why would I pay the same for fewer hours?"}, {"respondent": "M091", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "no effect at all, i go after the school run at about half nine in the morning"}, {"respondent": "M095", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Nothing at all would change. I never go between 11pm and 5am so I'd not even realise."}, {"respondent": "M100", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "If they did that, my fee should go down. I pay £22 a month in Glasgow and wouldn't want that staying the same."}, {"respondent": "M101", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd say it wouldn't affect me whatsoever, I never go anywhere near that late."}, {"respondent": "M103", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Yes please. Unstaffed overnight feels unsafe to me and I'd be glad of a break from it."}, {"respondent": "M118", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Honestly relieved. I've often thought it was risky for the Newcastle gym to be open at night with nobody staffing it."}, {"respondent": "M119", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "My sessions are 9:45 to 10:45pm, nowhere near the closure, but they're quiet only because the late crowd spreads out through the night. Squash them and it gets packed."}, {"respondent": "M120", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "No effect. Those hours are when I'm fast asleep, not lifting weights."}, {"respondent": "M121", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "I'd be delighted. My Corefit in Leeds feels eerie late on when it's unstaffed, so shutting 11 to 5 makes sense."}, {"respondent": "M125", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "I'd be completely unaffected as I only go in the evenings, finishing by 9."}, {"respondent": "M130", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "No effect on me, I've only ever gone in the morning around 8."}, {"respondent": "M139", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "For me it'd come down to cost: I'd expect a lower monthly fee if the opening hours were reduced."}, {"respondent": "M144", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Be a relief. I've avoided the late slots for ages because there's nobody staffing the place and it feels unsafe."}, {"respondent": "M150", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "i would be pleased tbh, the place gives me the heebie jeebies when theres no staff in at night"}, {"respondent": "M151", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not a problem, and I'd be pleased. I've always felt uneasy about it being open without staff late at night."}, {"respondent": "M152", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'm usually in about 10pm because it's dead quiet. Closing overnight would push the night owls into my slot and ruin it."}, {"respondent": "M153", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "zero impact, I've never been in that late or that early"}, {"respondent": "M157", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Not affected, since I don't use the gym anywhere near 11pm to 5am."}, {"respondent": "M160", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Knock a few quid off the £19.99 I pay now. That's only fair if the hours get cut."}, {"respondent": "M161", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Not affected at all, my sessions are always in the early evening."}, {"respondent": "M162", "segment": {"gym": "Manchester Ancoats", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "That would remove my only chance to train. Night shifts at the factory mean I'm free just those hours."}, {"respondent": "M166", "segment": {"gym": "Leeds Kirkstall", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Pretty badly, to be fair. I do 12-hour factory shifts that rotate onto nights, and I only ever get to train in the small hours. Without those I'd have no way of going at all."}, {"respondent": "M167", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd ask for a cheaper rate straight away and expect to get it."}, {"respondent": "M168", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I wouldn't be affected, I go straight after tea, usually about 7."}, {"respondent": "M177", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Never go between 11 and 5, but I'm there at 5:15am for the empty floor. Everyone displaced would end up there, wouldn't they?"}, {"respondent": "M178", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Wouldn't mind. It's a bit spooky in Leith late on when you can't see any staff."}, {"respondent": "M185", "segment": {"gym": "Middlesbrough Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Not in paid work"}, "text": "Slightly annoyed already. I pick 10:30pm so I can use the cable machines without waiting, and an overnight shutdown would end that."}, {"respondent": "M190", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'm a 5:30am person. The gym is empty then. If the overnight lot lose their hours they'll all turn up at opening time and I'll lose my peace."}, {"respondent": "M191", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Get in at 5am on the dot most days, so technically I'd be fine, but the queue for the squat rack by 5:10 would be a nightmare."}, {"respondent": "M197", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I'd be perfectly happy. I think it's a bit unnerving that anyone can walk in at 3am with no staff to keep an eye on things."}, {"respondent": "M199", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd welcome it. Knowing there's no staff in the building overnight leaves me uneasy, so a closure would be reassuring."}, {"respondent": "M202", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "No impact. I tend to go about 8pm and I'm always home well before 11."}, {"respondent": "M208", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Would make early mornings busy. I'm a 5:30am gym-goer and love having the place nearly to myself."}, {"respondent": "M211", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Unaffected. I tend to hit the gym at about 6:30am, so well after 5."}, {"respondent": "M215", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Would not affect me, as I am never in the gym overnight."}, {"respondent": "M218", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Mostly worried about 5am onwards. I deliberately go just after it reopens because it's calm, but ex-night-time people would flood in."}, {"respondent": "M219", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Cut the hours and the price should follow. I wouldn't expect to pay the full amount for a part-time service."}, {"respondent": "M220", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "I wouldn't be affected in any way. I never go during the night."}, {"respondent": "M222", "segment": {"gym": "Sunderland Pallion", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "It'd kill my routine. Warehouse nights, so 11pm-5am is my only gym window, no way around it."}, {"respondent": "M224", "segment": {"gym": "Edinburgh Leith", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Bit annoying tbh. I'd probably sign up with The Gym Group in Sheffield since it never closes, and I'd want Corefit to charge less if they cut the hours, a fiver off at least."}, {"respondent": "M231", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Less opening time, less money from me. I'd expect the fee to be lowered straight away."}, {"respondent": "M235", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "It'd have no impact on me at all, I'm there at 6pm every weekday like clockwork."}, {"respondent": "M239", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "If Corefit took away the overnight hours I'd expect them to cut my monthly payment, no question."}, {"respondent": "M242", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "A cheaper direct debit would be expected, since the gym would be open for fewer hours."}, {"respondent": "M245", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not at all as I never go during those hours."}, {"respondent": "M254", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Zero effect. Never been in after 10pm, never been in before 6am."}, {"respondent": "M260", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Doesn't affect me in the least, I go at teatime."}, {"respondent": "M263", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Honestly I'd be glad. Nobody on reception after dark makes me uneasy, so closing 11pm to 5am would suit me fine."}, {"respondent": "M264", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "As someone who trains at 5:10am to avoid people, I'd worry the overnight regulars would all start arriving the moment the doors reopen."}, {"respondent": "M271", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "No effect, as I always go in the morning before 9."}, {"respondent": "M278", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Whatever the saving to them from shorter hours, I'd expect to see it in a lower monthly fee."}, {"respondent": "M281", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Would have no effect on me whatsoever, I'm never there between 11pm and 5am."}, {"respondent": "M282", "segment": {"gym": "Preston Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Would move to another gym that stays open 24/7. Can't pay full whack for reduced hours."}, {"respondent": "M285", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Honestly I'd be glad. I've always felt a little vulnerable in an unstaffed gym at night, especially as a woman on my own."}, {"respondent": "M292", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Expect to pay less each month, that's all I'd say."}, {"respondent": "M294", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "a smaller monthly fee, thats what id expect"}, {"respondent": "M297", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Discount on the monthly fee, definitely. It'd be taking the mick otherwise."}, {"respondent": "M300", "segment": {"gym": "Salford Quays", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Not able to train at all. My nursing rota is mostly nights and the gym being open through the night is the whole reason I joined Corefit."}, {"respondent": "M302", "segment": {"gym": "Sunderland Pallion", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Would just go to a different gym. Open 24 hours is a must-have for me, always has been."}, {"respondent": "M305", "segment": {"gym": "Glasgow Finnieston", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Nothing would change for me, I go mid-afternoon on my days off and never at night."}, {"respondent": "M310", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Other"}, "text": "Wouldn't affect me as I've never used the gym at that time of night."}, {"respondent": "M313", "segment": {"gym": "Sunderland Pallion", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Pay less. That's what I'd expect if they closed overnight."}, {"respondent": "M321", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Well I'd be stuffed, wouldn't I? I'm on nights at the distribution centre near Motherwell and I train around 2am before my break ends up being sleep. Closing would end my gym use."}, {"respondent": "M323", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It would make me feel better knowing nobody could wander in when there's no staff around overnight."}, {"respondent": "M324", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I'm a late-evening regular, around 10:15pm. Overnight closure means the people who'd normally come at 1am would arrive at my time instead. Not happy about that."}, {"respondent": "M329", "segment": {"gym": "Bradford Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't hit me directly, but my 5:45am workouts are peaceful at the moment and I'd expect a rush at opening if the night lot couldn't come."}, {"respondent": "M330", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't bother me one bit, I'm in bed by 10:30 most nights and never go overnight."}, {"respondent": "M331", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Not at all. Night-time and the crack of dawn aren't when I go."}, {"respondent": "M340", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Zilch. I do my workouts at about 4pm after college and never at night."}, {"respondent": "M341", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Drop the fee. If I'm getting fewer hours then I should be paying less, that's how I see it."}, {"respondent": "M344", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "With the hours cut I'd want the fee cut too, no arguments."}, {"respondent": "M354", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It wouldn't affect me at all; I'm a daytime user only."}, {"respondent": "M356", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No worries from me, I'd be happier. Being unstaffed overnight leaves me feeling uneasy about the whole thing."}, {"respondent": "M360", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'm not affected, never go between 11pm and 5am."}, {"respondent": "M361", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I avoid peak times by training at 10pm, finishing before 11. Closing overnight would squeeze everybody into the hours either side, including mine."}, {"respondent": "M363", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Cheaper membership for shorter hours seems the obvious thing to me."}, {"respondent": "M376", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Can't see it affecting me at all because I've never set foot in there between 11pm and 5am."}, {"respondent": "M389", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Not at all. I train at 5:30pm straight after finishing work in Leeds, so those hours mean nothing to me."}, {"respondent": "M390", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "A lower monthly fee would be the least they could do."}, {"respondent": "M397", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No difference to me whatsoever, I usually train around 7pm after my tea."}, {"respondent": "M400", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No effect on me. I'm a 6pm after-work person, never anywhere near those hours."}, {"respondent": "M409", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Naturally I'd expect to pay less per month if they cut the opening hours like that."}, {"respondent": "M411", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Well, I'd want some money off each month, wouldn't I?"}, {"respondent": "M421", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "So long as the monthly price went down accordingly, that's what I'd expect."}, {"respondent": "M423", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "It'd be a good thing for me. I get a bit anxious when I see people coming in at midnight with no staff there."}, {"respondent": "M429", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "My fee is £17 a month at the Preston branch and I'd expect it reduced if they stopped overnight opening."}, {"respondent": "M435", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Not at all.  I'm always there in the evening, well before 11pm."}, {"respondent": "M441", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Fine by me. I go at about 7am on weekdays so I'd never notice."}, {"respondent": "M445", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Only worry is the 10pm slot I rely on for space. Night-time people would be pushed into it, and goodbye to waiting-free squat racks."}, {"respondent": "M446", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Prefer not to say"}, "text": "I'd be unaffected. Gym for me is always straight after work, around 6."}, {"respondent": "M449", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Direct debit would need to come down, I'd expect at least a fiver off."}, {"respondent": "M454", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Quiet slots vanishing. That's my worry. I go at 10:45pm to dodge the after-work rush and the shift workers would swamp it."}, {"respondent": "M459", "segment": {"gym": "Glasgow Finnieston", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Cancelling and joining Anytime Fitness in Leith, simple as that. Fewer opening hours should mean a cheaper membership, otherwise why would anyone stay?"}, {"respondent": "M462", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not affected whatsoever, I never go in the night."}, {"respondent": "M465", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Paying for 24 hours at the moment, so if it was only 18 I'd definitely expect the fee to go down."}, {"respondent": "M467", "segment": {"gym": "Sheffield Attercliffe", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Honestly? I'd be off to PureGym down the road in Gateshead. If Corefit shuts overnight they'd have to drop the price, no way I'd keep paying the same."}, {"respondent": "M470", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I wouldn't be affected as I only go during the day on my days off."}, {"respondent": "M477", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "expect a discount on my membership if that happened"}, {"respondent": "M478", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Wouldn't bother me at all, never gone at that time."}, {"respondent": "M480", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Any cut in hours should come with a cut in cost, I'd say."}, {"respondent": "M486", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd expect my monthly fee to drop if they shortened the hours."}, {"respondent": "M487", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Taking six hours off the day would mean I'd expect a cheaper subscription. Seems reasonable to me."}, {"respondent": "M492", "segment": {"gym": "Salford Quays", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Big impact. Because my shifts include nights, 11pm to 5am is the only slot I can actually train, so I'd have to leave Corefit for a gym that never closes."}, {"respondent": "M494", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd be quite glad. When I've been in late, with no staff and just a couple of strangers, I've felt uneasy."}, {"respondent": "M497", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Fewer opening hours? Then I'd expect to see my monthly fee drop, plain and simple."}, {"respondent": "M508", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not at all, my gym time is always between 4 and 6pm."}, {"respondent": "M509", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Honestly it'd be rammed. I train at 10:30pm precisely because nobody's about, and the late crowd would just move earlier."}, {"respondent": "M510", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "None at all, I've never been in at those times."}, {"respondent": "M519", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It wouldn't affect me at all. I never go between 11pm and 5am."}, {"respondent": "M523", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "It'd be no bother, I'm never in during those hours."}, {"respondent": "M527", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "There'd be no effect on me. I'm in the gym mid-morning on my days off and never at night."}, {"respondent": "M528", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Relieved, to be honest. If something went wrong at 2am there's no one to help, and that has always worried me."}, {"respondent": "M529", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I'm in around 10pm every weeknight because it's so quiet. I don't use the gym after 11, but others do, and they'd come earlier and fill the place up."}, {"respondent": "M533", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Bit of a nightmare for me. I specifically pick 10:40pm because it's calm, and closing at 11 would make everyone cram in before then."}, {"respondent": "M534", "segment": {"gym": "Sheffield Attercliffe", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Good. I'd feel much more comfortable if the gym was shut when nobody is there to supervise."}, {"respondent": "M539", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Fine by me. I only go in the evenings anyway and I'd rather it was shut when nobody's on site, it doesn't feel safe."}, {"respondent": "M544", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not one bit. I always go about 6:45am and I've never been in the middle of the night."}, {"respondent": "M545", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not at all affected. I like a session around 8am on Saturdays and nothing else."}, {"respondent": "M546", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Glad of it, really. A gym with nobody in charge in the small hours just doesn't feel right to me."}, {"respondent": "M551", "segment": {"gym": "Sheffield Attercliffe", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Would be a disaster for me. I do nights in a care home in Glasgow and train around 4am after my shift ends. If it shut, I couldn't train at any other time."}, {"respondent": "M555", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Totally fine, even preferable. Unstaffed late at night makes me uncomfortable, so a proper closing time would be welcome."}, {"respondent": "M557", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "i go at about 5.30 in the morning cos its empty. if the night people got shut out theyd all come then and thatd be that"}, {"respondent": "M568", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Honestly I'd have to cancel my membership. Finish my care shift at 10:30pm, and the middle of the night is when I go. No other time works."}, {"respondent": "M577", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "I'd switch gyms."}, {"respondent": "M588", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Be gutted if my 10pm quiet sessions turned into a crowd. Night shift people have to go somewhere, and it'd be then."}, {"respondent": "M589", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Prefer not to say"}, "text": "Won't affect me. I go on my way home from work around 5:30, never overnight."}, {"respondent": "M592", "segment": {"gym": "Wakefield Calder Park", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "It'd finish my training. Nights at the hospital, so overnight is my only gym time."}, {"respondent": "M593", "segment": {"gym": "Sheffield Attercliffe", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "It would stop me training altogether. I'm a nurse on nights and 11pm to 5am is the only window I can get to the gym."}, {"respondent": "M597", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Pleased. I'd always worry about someone having an accident in there at 2am with nobody around to help."}, {"respondent": "M603", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Won't make any difference to me, never use it between 11 and 5."}, {"respondent": "M608", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Not one bit. I'm a 7am-before-work kind of member, and never go that late or early."}, {"respondent": "M622", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No change for me, I'm always finished and home by 9 in the evening."}, {"respondent": "M623", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'd end up switching to a competitor that doesn't close at night, probably PureGym since there's one a short walk from the Corefit I use. Not a difficult decision really."}, {"respondent": "M625", "segment": {"gym": "Leeds Kirkstall", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Well I chose Corefit because it never shuts, so if that changed I'd simply take my money to a gym that does. There are a couple of options near me in Sheffield anyway."}, {"respondent": "M632", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Positive effect, if anything. I'd feel safer if the gym was locked while no staff are working."}, {"respondent": "M633", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Wouldn't impact me as I never go overnight."}, {"respondent": "M636", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't affect me. I go around 7:30pm and leave by half eight."}, {"respondent": "M637", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "That'd make no difference to me. I go in the afternoon."}, {"respondent": "M641", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No impact on me since I never go in the late-night or early-hours slots."}, {"respondent": "M648", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Smaller bill each month, I'd say. That's the deal when you reduce what's on offer."}, {"respondent": "M673", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Totally unaffected. I'm a 5:45pm regular, never a night owl."}, {"respondent": "M674", "segment": {"gym": "Preston Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Part of why I joined Corefit was the round-the-clock access. Take that away and I'd go somewhere that's still open overnight, and I'd expect my £18 a month to come down if they did it."}, {"respondent": "M675", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Think it's a great idea. I've never felt right about the gym being open and unstaffed in the middle of the night."}, {"respondent": "M683", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Lower fee please."}, {"respondent": "M684", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Prefer not to say"}, "text": "Not at all negatively. Closing overnight sounds sensible when there's no staff on site and I feel uneasy about that."}, {"respondent": "M685", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Gutted, honestly. I stack shelves nights at a warehouse in Leeds, sleep all day, and the only slot I have for the gym is after midnight. Shutting then would mean no training."}, {"respondent": "M688", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Not in paid work"}, "text": "I'd leave and join somewhere that's open all night. Simple as that."}, {"respondent": "M690", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Honestly no effect, I'm a lunchtime gym-goer and never go overnight."}, {"respondent": "M694", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Expect cheaper fees, like £3 or £4 less per month at least."}, {"respondent": "M695", "segment": {"gym": "Hull Marina", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Massively. As a care worker on waking nights I can only train between 11pm and 5am, so a closure then means no workouts for me at all."}, {"respondent": "M699", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Id lose my quiet. I go 5:20am, plenty of space, and people who usually train at 3am would pile into that window."}, {"respondent": "M705", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Doesn't change anything for me. I'm in during the day only."}, {"respondent": "M710", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It wouldn't affect me in the slightest. I'm in by 7pm and out by 8:30pm, every time."}, {"respondent": "M713", "segment": {"gym": "Sheffield Attercliffe", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Somewhere like PureGym in Glasgow stays open all night, so that's where I'd end up. Corefit should reduce the fee if they shorten opening times, it's only fair."}, {"respondent": "M715", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Totally behind it. Overnight with no staff makes me uncomfortable, so shutting 11pm to 5am would be a plus."}, {"respondent": "M716", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Happy for it to close. I once popped in around 11:30pm and felt really uncomfortable with nobody from the team around."}, {"respondent": "M729", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't affect me in any way as I never use it between 11pm and 5am."}, {"respondent": "M734", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "The overnight lot have to train somewhere. If they can't do midnight to 5, they'll swamp 10pm and 5am, which is exactly when I go for some peace."}, {"respondent": "M735", "segment": {"gym": "Manchester Ancoats", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "None. I only go on Sunday mornings, usually about 10."}, {"respondent": "M739", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "I'm there by 5:05 most mornings because it's empty. Closing overnight would make that first hour a scrum, I reckon."}, {"respondent": "M741", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No impact, I go at lunchtimes only."}, {"respondent": "M751", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Zero difference to me, I'm only ever in the gym during normal daytime hours."}, {"respondent": "M752", "segment": {"gym": "Edinburgh Leith", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Would stop me going completely, as I work nights and can only train overnight. I'd be off to another gym that's open through the night."}, {"respondent": "M754", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Not bothered, glad even. Nobody supervising overnight just makes me nervous."}, {"respondent": "M766", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No effect for me, I'm a nine-to-fiver who trains at 6pm."}, {"respondent": "M769", "segment": {"gym": "Salford Quays", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No question, I'd move gyms. Not paying the same for less access either, the price should drop."}, {"respondent": "M770", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Doesn't affect me; I'm never in during the night hours."}, {"respondent": "M773", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It wouldn't change a thing for me, I never go between 11pm and 5am."}, {"respondent": "M775", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Price should fall, pure and simple. Shorter hours, smaller fee."}, {"respondent": "M776", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "No change for me whatsoever, as I only train in the daytime."}, {"respondent": "M781", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Good idea. It feels unsafe in there at night with no staff."}, {"respondent": "M787", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Absolutely none. I'm usually in bed by half ten."}, {"respondent": "M793", "segment": {"gym": "Bradford Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "I drive HGVs overnight, back and forth on the A1, and I train when I'm parked up near Newcastle at 3am. If they shut 11 to 5 I simply couldn't go anymore."}, {"respondent": "M800", "segment": {"gym": "Salford Quays", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "I'd be off to another 24-hour gym, no question. Probably the one near Leith Walk, I've seen it's open all night so I'd just transfer there."}, {"respondent": "M804", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Busier, simple as. I like having the free weights to myself at 5:45am and an overnight closure would send the crowd to me."}, {"respondent": "M807", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "My honest view: good. A closure from 11 until 5 would make me feel safer, as I hate the idea of no staff being there."}, {"respondent": "M810", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "money off my membership, thats the least I'd expect"}, {"respondent": "M812", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I train 5:00 to 6:00am before work. Quiet is the whole appeal. Shutting overnight would funnel the midnight lot into that hour."}, {"respondent": "M813", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Money off, basically. A shorter day should mean a cheaper membership."}, {"respondent": "M815", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Won't affect me, never been there at that time of night."}, {"respondent": "M816", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Absolutely no effect. I never go late at night, I'm done by 8pm."}, {"respondent": "M819", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "I'd be all for it. Unstaffed gyms at night make me uneasy, and a shutdown overnight would be reassuring."}, {"respondent": "M823", "segment": {"gym": "Newcastle Byker", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Probably leave Corefit and sign up to a rival that keeps its doors open all night. I'd be a bit gutted as the Corefit in Leeds is decent, but a closure window just wouldn't work for me."}, {"respondent": "M825", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Fine. Staff go home and I start feeling uneasy, so I'd rather the doors were locked."}, {"respondent": "M827", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I wouldn't mind at all since I never go between those times. I'm usually in around 5pm."}, {"respondent": "M828", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Happy with that. Having no staff around at night has always made me a bit nervous."}, {"respondent": "M832", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Not bothered about the closure itself, just that everyone who'd normally go at 3am would end up in my 5:30am gym time."}, {"respondent": "M833", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Not affected at all. I'm usually in at 9am on Tuesdays and Thursdays, that's my lot."}, {"respondent": "M834", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Glad. I get nervous in unstaffed gyms at night and I think a closing time would be sensible."}, {"respondent": "M835", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "I'd want my monthly fee lowered to reflect the shorter opening times."}, {"respondent": "M837", "segment": {"gym": "Glasgow Finnieston", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I wouldn't be affected. Overnight isn't when I go, I'm usually done by 9pm."}, {"respondent": "M838", "segment": {"gym": "Wakefield Calder Park", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that include nights"}, "text": "No effect for me at all, I tend to train around 5pm on weekdays."}, {"respondent": "M848", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "No way would I keep paying the same. They'd need to lower the fee."}, {"respondent": "M849", "segment": {"gym": "Middlesbrough Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "It'd make 5am-6am heaps busier. That's my slot because there's hardly anyone around. Never go in the dead of night myself."}, {"respondent": "M853", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I'm never in at those hours so it wouldn't affect me at all."}, {"respondent": "M868", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "It'd actually put my mind at ease. A staffed gym feels safe, an empty unstaffed one at midnight doesn't."}, {"respondent": "M872", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Pleased about it, as I've always thought it was a bit unsettling having no staff there during the night."}, {"respondent": "M878", "segment": {"gym": "Leeds Hunslet", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "no problem with it, id actually prefer it. dont like how empty and unstaffed it is late at night"}, {"respondent": "M881", "segment": {"gym": "Preston Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Honestly it wouldn't change anything for me. I only ever train around lunchtime."}, {"respondent": "M889", "segment": {"gym": "Manchester Ancoats", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "i work nights at a warehouse in Wakefield so those hours are literally the only time I can train. Closing then = no gym for me"}, {"respondent": "M892", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Wouldn't mind one bit, I get uneasy there after about ten when the staff have gone home."}, {"respondent": "M900", "segment": {"gym": "Manchester Ancoats", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "Probably wouldn't affect when I go, but I'd bet the machines get busy at 10pm and 5am when they currently don't."}, {"respondent": "M902", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "No effect. I only train on weekday evenings between 6 and 8."}, {"respondent": "M906", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It would make no difference to me because I never go between 11pm and 5am."}, {"respondent": "M909", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Wouldn't affect me except to make me feel safer. Overnight with nobody staffing it has always seemed risky."}, {"respondent": "M912", "segment": {"gym": "Hull Marina", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Won't affect me at all! I only go on Saturday and Sunday mornings."}, {"respondent": "M913", "segment": {"gym": "Leeds Kirkstall", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Hours that vary from week to week"}, "text": "no difference to me whatsoever, never go at night"}, {"respondent": "M914", "segment": {"gym": "Bradford Centre", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that include nights"}, "text": "it wouldnt affect me, i never go that late or that early"}, {"respondent": "M916", "segment": {"gym": "Bradford Centre", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Switching to another 24-hour gym, that's what I'd do. Corefit would also need to knock something off the monthly fee if they cut the hours."}, {"respondent": "M918", "segment": {"gym": "Salford Quays", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "I never use it in the middle of the night, only about 10pm when it's peaceful. Shutting at 11 would shove the night crowd into my evening hours."}, {"respondent": "M924", "segment": {"gym": "Sunderland Pallion", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Shifts that include nights"}, "text": "Couldn't train at all, to be honest. I do nights as a nurse and those hours are my only window. I'd just join another 24 hour gym."}, {"respondent": "M927", "segment": {"gym": "Edinburgh Leith", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Shifts that do not include nights"}, "text": "Honestly, not at all. I'm tucked up in bed long before 11pm."}, {"respondent": "M935", "segment": {"gym": "Sunderland Pallion", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It wouldn't bother me at all, I only ever go in the daytime."}, {"respondent": "M937", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Not in paid work"}, "text": "Would have zero effect on me since I'm never there between 11pm and 5am."}, {"respondent": "M942", "segment": {"gym": "Leeds Hunslet", "overnight": "Visited 11pm-5am in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Gone. Straight to Anytime Fitness or similar."}, {"respondent": "M943", "segment": {"gym": "Newcastle Byker", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "It would be welcome. I don't feel safe in a gym with no staff late at night and would rather it was closed."}, {"respondent": "M946", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "id expect the monthly fee to go down a bit, its only fair"}, {"respondent": "M949", "segment": {"gym": "Manchester Ancoats", "overnight": "No 11pm-5am visits in last 4 weeks", "work": "Mainly daytime hours"}, "text": "Lower the price and I'd have no complaints. Keep it the same and I'd think it's unfair."}]}, "numeric_questions": ["overnight_share", "cancel_likely", "cancel_overnight_users", "cancel_weighted", "cancel_projection", "median_band", "overnight_margin", "region_gap_significant", "shiftwork_mentions", "switch_overnight_users", "response_rate"], "truth": {"numeric": [{"id": "overnight_share", "question": "What percentage of respondents reported at least one visit to a Corefit gym between 11pm and 5am in the last four weeks?", "answer": 14.9, "tolerance": 1.0, "unit": "percent"}, {"id": "cancel_likely", "question": "What percentage of all respondents said they would be likely (fairly or very) to cancel their membership if their home gym closed between 11pm and 5am?", "answer": 14.6, "tolerance": 1.0, "unit": "percent"}, {"id": "cancel_overnight_users", "question": "Among respondents who reported at least one visit between 11pm and 5am in the last four weeks, what percentage said they would be likely (fairly or very) to cancel?", "answer": 45.8, "tolerance": 1.0, "unit": "percent"}, {"id": "cancel_weighted", "question": "Weighted so that respondents with at least one visit between 11pm and 5am in the last four weeks count as 6% of members (the door-entry figure) and the rest as 94%, what percentage would be likely (fairly or very) to cancel?", "answer": 11.4, "tolerance": 1.0, "unit": "percent"}, {"id": "cancel_projection", "question": "If the weighted share likely to cancel were applied to all 38,600 members, about how many members would that be?", "answer": 4383.0, "tolerance": 219.0, "unit": "count"}, {"id": "median_band", "question": "Among respondents who reported at least one visit between 11pm and 5am in the last four weeks, in which band of the Q1 table does the median number of visits fall? Give the lowest value of that band (for example 4 for '4 to 7').", "answer": 2.0, "tolerance": 0.0, "unit": "count"}, {"id": "overnight_margin", "question": "What is the 95% margin of error, in percentage points, on the unweighted share of respondents who reported at least one visit between 11pm and 5am in the last four weeks?", "answer": 2.27, "tolerance": 0.3, "unit": "points"}, {"id": "region_gap_significant", "question": "Is the difference between North West England and North East England respondents in the share likely (fairly or very) to cancel statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "shiftwork_mentions", "question": "How many of the open-text answers say that 11pm to 5am is the only time the respondent can train because they work shifts or nights?", "answer": 16.0, "tolerance": 2.0, "unit": "count"}, {"id": "switch_overnight_users", "question": "How many of the open-text answers from respondents who visited between 11pm and 5am in the last four weeks say they would move to another gym?", "answer": 19.0, "tolerance": 2.0, "unit": "count"}, {"id": "response_rate", "question": "What percentage of the members invited completed the survey?", "answer": 8.0, "tolerance": 0.2, "unit": "percent"}], "themes": [{"id": "shiftwork", "name": "Shift work", "description": "Works shifts or nights; 11pm to 5am is the only time they can train", "members": ["M162", "M166", "M222", "M300", "M321", "M492", "M551", "M568", "M592", "M593", "M685", "M695", "M752", "M793", "M889", "M924"]}, {"id": "switch", "name": "Would switch gym", "description": "Would move to another gym that stays open overnight", "members": ["M224", "M282", "M302", "M459", "M467", "M492", "M577", "M623", "M625", "M674", "M688", "M713", "M752", "M769", "M800", "M823", "M916", "M924", "M942"]}, {"id": "quiet", "name": "Quiet hours", "description": "Trains late evening or early morning for the quiet; worries those times would get busier", "members": ["M028", "M057", "M058", "M119", "M152", "M177", "M185", "M190", "M191", "M208", "M218", "M264", "M324", "M329", "M361", "M445", "M454", "M509", "M529", "M533", "M557", "M588", "M699", "M734", "M739", "M804", "M812", "M832", "M849", "M900", "M918"]}, {"id": "safety", "name": "Safety", "description": "Uneasy about an unstaffed gym late at night; happy for it to close", "members": ["M009", "M059", "M069", "M103", "M118", "M121", "M144", "M150", "M151", "M178", "M197", "M199", "M263", "M285", "M323", "M356", "M423", "M494", "M528", "M534", "M539", "M546", "M555", "M597", "M632", "M675", "M684", "M715", "M716", "M754", "M781", "M807", "M819", "M825", "M828", "M834", "M868", "M872", "M878", "M892", "M909", "M943"]}, {"id": "price", "name": "Lower fee", "description": "Would expect a lower fee if the hours were cut", "members": ["M053", "M076", "M080", "M081", "M086", "M089", "M100", "M139", "M160", "M167", "M219", "M224", "M231", "M239", "M242", "M278", "M282", "M292", "M294", "M297", "M313", "M341", "M344", "M363", "M390", "M409", "M411", "M421", "M429", "M449", "M459", "M465", "M467", "M477", "M480", "M486", "M487", "M497", "M648", "M674", "M683", "M694", "M713", "M769", "M775", "M810", "M813", "M835", "M848", "M916", "M946", "M949"]}], "traps": [{"id": "overnight_skew", "kind": "skew", "description": "14.9% of respondents report at least one visit between 11pm and 5am in the last four weeks, against 6% of members in the door-entry records: members with a stake in the overnight hours were more likely to respond. Unweighted, 14.6% say they would be likely to cancel; weighted to the 6%, 11.4%.", "handled_if": "Points out that overnight users are over-represented against the door-entry figure and weights for it (or says the unweighted figures overstate the share who would cancel)."}, {"id": "cancel_intent", "kind": "stated_intent", "description": "'Likely to cancel' answers (45.8% of overnight users, 14.6% overall) are stated intentions about a hypothetical closure, asked straight after members were invited to think about it.", "handled_if": "Does not present the share likely to cancel (or a number of members derived from it) as a forecast of cancellations, or says that stated intentions overstate what people do."}, {"id": "visits_mean", "kind": "average", "description": "The mean number of overnight visits among overnight users (7.4) is pulled up by night-shift workers who come almost daily; the median is in the '2 to 3' band.", "handled_if": "Does not use the mean as typical overnight use; reports the median or says the distribution is skewed by a few heavy users."}, {"id": "shift_hypothesis", "kind": "hypothesis", "description": "The operations director believes almost nobody uses the gyms overnight. Partly true: 6% of members in the door-entry records (about 2,316 people). But night-shift workers (5.9% of respondents) mostly train between 11pm and 5am (77.8% of those who visited overnight usually arrive then) and are the most likely to say they would cancel.", "handled_if": "Says overnight use is a small minority but not 'nobody', and identifies night-shift workers as a group for whom the overnight hours are their main or only time to train."}, {"id": "small_gym", "kind": "small_base", "description": "At Wakefield Calder Park (base 11), 54.5% of respondents used the gym overnight and 27.3% say they would be likely to cancel.", "handled_if": "Does not act on the Wakefield Calder Park result, or reports it only with a clear warning that the base is too small (ideally suggesting a check against that gym's door-entry records)."}, {"id": "region_gap", "kind": "significance", "description": "North West England respondents (base 229) look more likely to cancel than North East England respondents (base 220): 19.2% against 13.6%, a gap that is not statistically significant at 95%.", "handled_if": "Does not treat the North West against North East difference as real, or says it is within the margin of error."}, {"id": "low_response", "kind": "nonresponse", "description": "Only 950 of 11,900 invited members completed (about 8%); those who responded differ from those who did not, as the overnight-use skew shows.", "handled_if": "Mentions the low response rate or non-response bias as a limitation."}, {"id": "current_members_only", "kind": "comparison", "description": "Only current members were surveyed: people who joined for 24-hour access and have since left, and people who would join only because of it, are missing, so the survey cannot show what 24-hour opening does for recruitment or the brand; and night-shift workers are a small group whose answers carry little weight in the totals even though they depend on the hours.", "handled_if": "Notes that the survey covers only current members (so says nothing about recruitment, former members or the wider brand effect), or that a small dependent group such as night-shift workers is hidden in the overall figures."}], "key_findings": ["Overnight use is a small minority but not nobody: 6% of members in the door-entry records (about 2,300 people), while respondents over-represent overnight users", "Night-shift workers are a small group for whom 11pm to 5am is the main or only time they train, and they are the most likely to say they would cancel or switch gym", "Weighted to the real share of overnight users, the share who say they would be likely to cancel falls, and even that figure is a stated intention rather than a forecast"], "recommendation": "Do not close every gym or keep every gym open on the survey alone: close overnight only at the quietest gyms (chosen from door-entry records), ideally as a trial at a few gyms with cancellations measured against gyms that stay open, and keep some sites open 24 hours (or give affected members access to one) for night-shift workers; do not forecast lost members from stated intentions.", "next_steps": [{"id": "pilot_closure", "kind": "right", "text": "Trial overnight closure at a few of the quietest gyms and measure actual cancellations and visits against comparable gyms that stay open 24 hours"}, {"id": "door_data_by_gym", "kind": "right", "text": "Use door-entry records for each gym (overnight entries and the members making them) to choose which gyms to close overnight, rather than the per-gym survey figures"}, {"id": "shift_worker_plan", "kind": "right", "text": "Plan for night-shift workers: keep some sites open 24 hours (for example near hospitals or distribution centres) or give affected members access to a nearby 24-hour gym"}, {"id": "weight_to_door_data", "kind": "right", "text": "Report survey figures weighted to the door-entry share of overnight users"}, {"id": "leavers_and_joiners", "kind": "right", "text": "Gather evidence from beyond current members (for example recent leavers' and new joiners' reasons) on how much 24-hour opening drives joining and leaving"}, {"id": "close_all", "kind": "wrong", "text": "Close all 14 gyms from 11pm to 5am because almost nobody uses them overnight"}, {"id": "keep_all", "kind": "wrong", "text": "Keep every gym open 24 hours because a share of members say they would cancel"}, {"id": "act_small_gym", "kind": "wrong", "text": "Decide the hours at Wakefield Calder Park (or across the chain) from its survey result alone"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "If your home Corefit gym closed between 11pm and 5am every night, how, if at all, would that affect you?", "answers": [{"text": "It would stop me training altogether. I'm a nurse on nights and 11pm to 5am is the only window I can get to the gym.", "themes": ["shiftwork"]}, {"text": "i work nights at a warehouse in Wakefield so those hours are literally the only time I can train. Closing then = no gym for me", "themes": ["shiftwork"]}, {"text": "Honestly I'd have to cancel my membership. Finish my care shift at 10:30pm, and the middle of the night is when I go. No other time works.", "themes": ["shiftwork"]}, {"text": "Couldn't use it. Night shift driver, only free overnight.", "themes": ["shiftwork"]}, {"text": "Pretty badly, to be fair. I do 12-hour factory shifts that rotate onto nights, and I only ever get to train in the small hours. Without those I'd have no way of going at all.", "themes": ["shiftwork"]}, {"text": "Well I'd be stuffed, wouldn't I? I'm on nights at the distribution centre near Motherwell and I train around 2am before my break ends up being sleep. Closing would end my gym use.", "themes": ["shiftwork"]}, {"text": "It'd finish my training. Nights at the hospital, so overnight is my only gym time.", "themes": ["shiftwork"]}, {"text": "I drive HGVs overnight, back and forth on the A1, and I train when I'm parked up near Newcastle at 3am. If they shut 11 to 5 I simply couldn't go anymore.", "themes": ["shiftwork"]}, {"text": "Massively. As a care worker on waking nights I can only train between 11pm and 5am, so a closure then means no workouts for me at all.", "themes": ["shiftwork"]}, {"text": "id have to quit tbh, work nights in a bakery factory and thats the only time im free to lift", "themes": ["shiftwork"]}, {"text": "Not able to train at all. My nursing rota is mostly nights and the gym being open through the night is the whole reason I joined Corefit.", "themes": ["shiftwork"]}, {"text": "Gutted, honestly. I stack shelves nights at a warehouse in Leeds, sleep all day, and the only slot I have for the gym is after midnight. Shutting then would mean no training.", "themes": ["shiftwork"]}, {"text": "That would remove my only chance to train. Night shifts at the factory mean I'm free just those hours.", "themes": ["shiftwork"]}, {"text": "I'd lose the ability to go entirely, as I work nights as a security driver and the hours after 11pm are the only time I can fit training in.", "themes": ["shiftwork"]}, {"text": "Would be a disaster for me. I do nights in a care home in Glasgow and train around 4am after my shift ends. If it shut, I couldn't train at any other time.", "themes": ["shiftwork"]}, {"text": "It'd kill my routine. Warehouse nights, so 11pm-5am is my only gym window, no way around it.", "themes": ["shiftwork"]}, {"text": "I'm on nights at the warehouse, so 11pm to 5am is the only time I can train. If Corefit shut then I'd have to go elsewhere, probably PureGym.", "themes": ["shiftwork", "switch"]}, {"text": "Couldn't train at all, to be honest. I do nights as a nurse and those hours are my only window. I'd just join another 24 hour gym.", "themes": ["shiftwork", "switch"]}, {"text": "id leave for a gym that stays open all night. work nights at the factory, overnight is the only time i can lift", "themes": ["shiftwork", "switch"]}, {"text": "Honestly it'd be a dealbreaker. I drive HGVs on night shifts, and the only time I can get a session in is between 11 and 5. I'd cancel and switch to whichever gym nearby stays open all night.", "themes": ["shiftwork", "switch"]}, {"text": "Night shifts at the care home mean the small hours are my only gym time. A closure would stop me training here, so I'd move to a different 24/7 gym.", "themes": ["shiftwork", "switch"]}, {"text": "Would stop me going completely, as I work nights and can only train overnight. I'd be off to another gym that's open through the night.", "themes": ["shiftwork", "switch"]}, {"text": "Big impact. Because my shifts include nights, 11pm to 5am is the only slot I can actually train, so I'd have to leave Corefit for a gym that never closes.", "themes": ["shiftwork", "switch"]}, {"text": "I'd leave and join somewhere that's open all night. Simple as that.", "themes": ["switch"]}, {"text": "Honestly I'd probably switch to PureGym or whoever stays open 24/7. The overnight access is the whole reason I joined Corefit in the first place.", "themes": ["switch"]}, {"text": "id be gone within a month, will just find another 24 hour gym", "themes": ["switch"]}, {"text": "Without the late-night option I'd cancel and sign up with another gym that never closes. Corefit is cheap, but it wouldn't be worth it if I couldn't go whenever I like.", "themes": ["switch"]}, {"text": "Move to The Gym Group in Gateshead, they're open round the clock. Wouldn't even think twice about it.", "themes": ["switch"]}, {"text": "Would affect me a lot, to be fair. I'd be looking for a different gym straight away, one that's open through the night, even if it cost a few quid more a month.", "themes": ["switch"]}, {"text": "Cancel my membership and go elsewhere. Needs to be 24 hours or it's no use to me.", "themes": ["switch"]}, {"text": "I'd be off to another 24-hour gym, no question. Probably the one near Leith Walk, I've seen it's open all night so I'd just transfer there.", "themes": ["switch"]}, {"text": "Well I chose Corefit because it never shuts, so if that changed I'd simply take my money to a gym that does. There are a couple of options near me in Sheffield anyway.", "themes": ["switch"]}, {"text": "I'd switch gyms.", "themes": ["switch"]}, {"text": "Id definately move to another gym that stays open overnight. Not interested in a gym with a curfew.", "themes": ["switch"]}, {"text": "Gone. Straight to Anytime Fitness or similar.", "themes": ["switch"]}, {"text": "If they started locking the doors at 11pm I'd cancel the direct debit and find a gym that's open 24/7 instead. Pretty sure there's one in Glasgow city centre that would do me fine.", "themes": ["switch"]}, {"text": "It'd push me to join a different gym, one that stays open through the night. That flexibility matters more to me than loyalty to Corefit, to be honest.", "themes": ["switch"]}, {"text": "I would move. Somewhere 24 hr.", "themes": ["switch"]}, {"text": "Probably leave Corefit and sign up to a rival that keeps its doors open all night. I'd be a bit gutted as the Corefit in Leeds is decent, but a closure window just wouldn't work for me.", "themes": ["switch"]}, {"text": "Would just go to a different gym. Open 24 hours is a must-have for me, always has been.", "themes": ["switch"]}, {"text": "I'd look around Newcastle for another gym with round-the-clock access and move over as soon as I found one. Hopefully wouldn't cost much more than what I pay now.", "themes": ["switch"]}, {"text": "Quit and join another all-night gym, cheers.", "themes": ["switch"]}, {"text": "tbh I'd be fuming and I'd move to a different gym the same week. If it isn't open overnight, I'm not interested.", "themes": ["switch"]}, {"text": "I'd end up switching to a competitor that doesn't close at night, probably PureGym since there's one a short walk from the Corefit I use. Not a difficult decision really.", "themes": ["switch"]}, {"text": "Cancel and move. There are other 24-hour gyms around Edinburgh so it wouldn't take me long to sort.", "themes": ["switch"]}, {"text": "Switching to another 24-hour gym, that's what I'd do. Corefit would also need to knock something off the monthly fee if they cut the hours.", "themes": ["switch", "price"]}, {"text": "Honestly? I'd be off to PureGym down the road in Gateshead. If Corefit shuts overnight they'd have to drop the price, no way I'd keep paying the same.", "themes": ["switch", "price"]}, {"text": "gym group is open all night so id just go there, and corefit would need to charge less if they cut the hours", "themes": ["switch", "price"]}, {"text": "Would move to another gym that stays open 24/7. Can't pay full whack for reduced hours.", "themes": ["switch", "price"]}, {"text": "Cancelling and joining Anytime Fitness in Leith, simple as that. Fewer opening hours should mean a cheaper membership, otherwise why would anyone stay?", "themes": ["switch", "price"]}, {"text": "Part of why I joined Corefit was the round-the-clock access. Take that away and I'd go somewhere that's still open overnight, and I'd expect my £18 a month to come down if they did it.", "themes": ["switch", "price"]}, {"text": "Somewhere like PureGym in Glasgow stays open all night, so that's where I'd end up. Corefit should reduce the fee if they shorten opening times, it's only fair.", "themes": ["switch", "price"]}, {"text": "No question, I'd move gyms. Not paying the same for less access either, the price should drop.", "themes": ["switch", "price"]}, {"text": "Bit annoying tbh. I'd probably sign up with The Gym Group in Sheffield since it never closes, and I'd want Corefit to charge less if they cut the hours, a fiver off at least.", "themes": ["switch", "price"]}, {"text": "I'm usually in about 10pm because it's dead quiet. Closing overnight would push the night owls into my slot and ruin it.", "themes": ["quiet"]}, {"text": "Never go between 11 and 5, but I'm there at 5:15am for the empty floor. Everyone displaced would end up there, wouldn't they?", "themes": ["quiet"]}, {"text": "Honestly it'd be rammed. I train at 10:30pm precisely because nobody's about, and the late crowd would just move earlier.", "themes": ["quiet"]}, {"text": "I'm a 5:30am person. The gym is empty then. If the overnight lot lose their hours they'll all turn up at opening time and I'll lose my peace.", "themes": ["quiet"]}, {"text": "Wouldn't affect my hours directly, but I'd fear the 10pm quiet period filling up with people who normally go at midnight.", "themes": ["quiet"]}, {"text": "Get in at 5am on the dot most days, so technically I'd be fine, but the queue for the squat rack by 5:10 would be a nightmare.", "themes": ["quiet"]}, {"text": "Quiet slots vanishing. That's my worry. I go at 10:45pm to dodge the after-work rush and the shift workers would swamp it.", "themes": ["quiet"]}, {"text": "i go at about 5.30 in the morning cos its empty. if the night people got shut out theyd all come then and thatd be that", "themes": ["quiet"]}, {"text": "Not an issue for me personally as I'm never there at 2am, but my 10pm sessions are peaceful and I can't see that lasting if everyone has to cram in earlier.", "themes": ["quiet"]}, {"text": "Busier, simple as. I like having the free weights to myself at 5:45am and an overnight closure would send the crowd to me.", "themes": ["quiet"]}, {"text": "I avoid peak times by training at 10pm, finishing before 11. Closing overnight would squeeze everybody into the hours either side, including mine.", "themes": ["quiet"]}, {"text": "Mostly worried about 5am onwards. I deliberately go just after it reopens because it's calm, but ex-night-time people would flood in.", "themes": ["quiet"]}, {"text": "I'm a late-evening regular, around 10:15pm. Overnight closure means the people who'd normally come at 1am would arrive at my time instead. Not happy about that.", "themes": ["quiet"]}, {"text": "Wouldn't change when I go, only how many others are there. Early mornings after 5 are lovely and quiet now, and I doubt they would be.", "themes": ["quiet"]}, {"text": "Be gutted if my 10pm quiet sessions turned into a crowd. Night shift people have to go somewhere, and it'd be then.", "themes": ["quiet"]}, {"text": "I train 5:00 to 6:00am before work. Quiet is the whole appeal. Shutting overnight would funnel the midnight lot into that hour.", "themes": ["quiet"]}, {"text": "Probably wouldn't affect when I go, but I'd bet the machines get busy at 10pm and 5am when they currently don't.", "themes": ["quiet"]}, {"text": "Bit of a nightmare for me. I specifically pick 10:40pm because it's calm, and closing at 11 would make everyone cram in before then.", "themes": ["quiet"]}, {"text": "It'd make 5am-6am heaps busier. That's my slot because there's hardly anyone around. Never go in the dead of night myself.", "themes": ["quiet"]}, {"text": "Fine for me in theory since I'm there at 10pm, but the whole reason I go then is because it's empty, and that would change.", "themes": ["quiet"]}, {"text": "Id lose my quiet. I go 5:20am, plenty of space, and people who usually train at 3am would pile into that window.", "themes": ["quiet"]}, {"text": "I'm in around 10pm every weeknight because it's so quiet. I don't use the gym after 11, but others do, and they'd come earlier and fill the place up.", "themes": ["quiet"]}, {"text": "Crowds. Simple. My early-morning slot just after 5 would stop being empty.", "themes": ["quiet"]}, {"text": "As someone who trains at 5:10am to avoid people, I'd worry the overnight regulars would all start arriving the moment the doors reopen.", "themes": ["quiet"]}, {"text": "I never use it in the middle of the night, only about 10pm when it's peaceful. Shutting at 11 would shove the night crowd into my evening hours.", "themes": ["quiet"]}, {"text": "Wouldn't hit me directly, but my 5:45am workouts are peaceful at the moment and I'd expect a rush at opening if the night lot couldn't come.", "themes": ["quiet"]}, {"text": "Slightly annoyed already. I pick 10:30pm so I can use the cable machines without waiting, and an overnight shutdown would end that.", "themes": ["quiet"]}, {"text": "I'm there by 5:05 most mornings because it's empty. Closing overnight would make that first hour a scrum, I reckon.", "themes": ["quiet"]}, {"text": "My sessions are 9:45 to 10:45pm, nowhere near the closure, but they're quiet only because the late crowd spreads out through the night. Squash them and it gets packed.", "themes": ["quiet"]}, {"text": "Not bothered about the closure itself, just that everyone who'd normally go at 3am would end up in my 5:30am gym time.", "themes": ["quiet"]}, {"text": "I go late, like 10:50pm, purely because it's quiet. People shut out after 11 would just come sooner, so I'd be queuing for benches.", "themes": ["quiet"]}, {"text": "Would make early mornings busy. I'm a 5:30am gym-goer and love having the place nearly to myself.", "themes": ["quiet"]}, {"text": "i dont go overnight but i do go at 10pm for the quiet, so id be worried everyone would cram into those hours before it shut", "themes": ["quiet"]}, {"text": "The overnight lot have to train somewhere. If they can't do midnight to 5, they'll swamp 10pm and 5am, which is exactly when I go for some peace.", "themes": ["quiet"]}, {"text": "Personally unaffected by the hours, since I'm in at 5:15am. But that early quiet is why I go, and a closure would surely bring the crowds.", "themes": ["quiet"]}, {"text": "Only worry is the 10pm slot I rely on for space. Night-time people would be pushed into it, and goodbye to waiting-free squat racks.", "themes": ["quiet"]}, {"text": "Honestly I'd be glad. Nobody on reception after dark makes me uneasy, so closing 11pm to 5am would suit me fine.", "themes": ["safety"]}, {"text": "Wouldn't bother me at all. I always feel a bit on edge when the Corefit in Sunderland is unstaffed late at night.", "themes": ["safety"]}, {"text": "Good idea. It feels unsafe in there at night with no staff.", "themes": ["safety"]}, {"text": "i'd be happy with that tbh, never feel safe in there when theres no staff about after 11", "themes": ["safety"]}, {"text": "Relieved, to be honest. If something went wrong at 2am there's no one to help, and that has always worried me.", "themes": ["safety"]}, {"text": "Fine by me. I only go in the evenings anyway and I'd rather it was shut when nobody's on site, it doesn't feel safe.", "themes": ["safety"]}, {"text": "It would make me feel better knowing nobody could wander in when there's no staff around overnight.", "themes": ["safety"]}, {"text": "Pleased. Walking past the Bradford gym at midnight with the lights on and nobody working there feels a bit off.", "themes": ["safety"]}, {"text": "No negative impact. I'd welcome it, as being in an unstaffed gym late at night makes me nervous.", "themes": ["safety"]}, {"text": "Happy days. I've never liked the thought of anyone being in there alone overnight with no member of staff to call on.", "themes": ["safety"]}, {"text": "I'd support it. Late night sessions in an empty building with no staff have always given me the creeps.", "themes": ["safety"]}, {"text": "Wouldn't mind one bit, I get uneasy there after about ten when the staff have gone home.", "themes": ["safety"]}, {"text": "Glad of it, really. A gym with nobody in charge in the small hours just doesn't feel right to me.", "themes": ["safety"]}, {"text": "Be a relief. I've avoided the late slots for ages because there's nobody staffing the place and it feels unsafe.", "themes": ["safety"]}, {"text": "Not at all negatively. Closing overnight sounds sensible when there's no staff on site and I feel uneasy about that.", "themes": ["safety"]}, {"text": "I'd be quite happy, as I don't like the idea of an unmanned gym at 3am. Anything could happen and no one would be there.", "themes": ["safety"]}, {"text": "Totally fine, even preferable. Unstaffed late at night makes me uncomfortable, so a proper closing time would be welcome.", "themes": ["safety"]}, {"text": "It'd be a good thing for me. I get a bit anxious when I see people coming in at midnight with no staff there.", "themes": ["safety"]}, {"text": "Wouldn't affect me except to make me feel safer. Overnight with nobody staffing it has always seemed risky.", "themes": ["safety"]}, {"text": "I'd be delighted. My Corefit in Leeds feels eerie late on when it's unstaffed, so shutting 11 to 5 makes sense.", "themes": ["safety"]}, {"text": "Pleased about it, as I've always thought it was a bit unsettling having no staff there during the night.", "themes": ["safety"]}, {"text": "Fine. Staff go home and I start feeling uneasy, so I'd rather the doors were locked.", "themes": ["safety"]}, {"text": "no problem with it, id actually prefer it. dont like how empty and unstaffed it is late at night", "themes": ["safety"]}, {"text": "Happy for it to close. I once popped in around 11:30pm and felt really uncomfortable with nobody from the team around.", "themes": ["safety"]}, {"text": "I'd welcome it. Knowing there's no staff in the building overnight leaves me uneasy, so a closure would be reassuring.", "themes": ["safety"]}, {"text": "It wouldn't bother me in the slightest. I think a gym with no staff after dark is a bit worrying.", "themes": ["safety"]}, {"text": "Good. I'd feel much more comfortable if the gym was shut when nobody is there to supervise.", "themes": ["safety"]}, {"text": "Honestly I'd be glad. I've always felt a little vulnerable in an unstaffed gym at night, especially as a woman on my own.", "themes": ["safety"]}, {"text": "As a woman I'd be happy about it. Being in a gym with no staff late at night puts me on edge.", "themes": ["safety"]}, {"text": "I'd be perfectly happy. I think it's a bit unnerving that anyone can walk in at 3am with no staff to keep an eye on things.", "themes": ["safety"]}, {"text": "Yes please. Unstaffed overnight feels unsafe to me and I'd be glad of a break from it.", "themes": ["safety"]}, {"text": "Wouldn't be an issue. I'm a bit wary of the place after dark without staff, so I'd support the closure.", "themes": ["safety"]}, {"text": "Relieved. I walk by the Glasgow branch on my way home and it feels odd seeing it open late with nobody working.", "themes": ["safety"]}, {"text": "I'd be pleased, since I feel uneasy knowing it's open all night without a single staff member there.", "themes": ["safety"]}, {"text": "Not bothered, glad even. Nobody supervising overnight just makes me nervous.", "themes": ["safety"]}, {"text": "It'd actually put my mind at ease. A staffed gym feels safe, an empty unstaffed one at midnight doesn't.", "themes": ["safety"]}, {"text": "Think it's a great idea. I've never felt right about the gym being open and unstaffed in the middle of the night.", "themes": ["safety"]}, {"text": "Happy with that. Having no staff around at night has always made me a bit nervous.", "themes": ["safety"]}, {"text": "No effect on my routine and I'd feel better about it. I don't like that it's unstaffed overnight.", "themes": ["safety"]}, {"text": "Brilliant. I've never liked the idea of a late night with no one on site to help if someone got hurt.", "themes": ["safety"]}, {"text": "i would be pleased tbh, the place gives me the heebie jeebies when theres no staff in at night", "themes": ["safety"]}, {"text": "I'd be quite glad. When I've been in late, with no staff and just a couple of strangers, I've felt uneasy.", "themes": ["safety"]}, {"text": "Totally behind it. Overnight with no staff makes me uncomfortable, so shutting 11pm to 5am would be a plus.", "themes": ["safety"]}, {"text": "It would be welcome. I don't feel safe in a gym with no staff late at night and would rather it was closed.", "themes": ["safety"]}, {"text": "Pleased. I'd always worry about someone having an accident in there at 2am with nobody around to help.", "themes": ["safety"]}, {"text": "Fine with me. I don't like the thought of an unstaffed building open to anyone through the night.", "themes": ["safety"]}, {"text": "I'd be happy to see it close overnight. The lack of staff at that hour makes me uneasy even when I'm not there.", "themes": ["safety"]}, {"text": "Wouldn't mind. It's a bit spooky in Leith late on when you can't see any staff.", "themes": ["safety"]}, {"text": "Positive effect, if anything. I'd feel safer if the gym was locked while no staff are working.", "themes": ["safety"]}, {"text": "Glad. I get nervous in unstaffed gyms at night and I think a closing time would be sensible.", "themes": ["safety"]}, {"text": "I'd love that. An unstaffed gym at midnight feels unsafe, so having it shut for those hours would reassure me.", "themes": ["safety"]}, {"text": "No worries from me, I'd be happier. Being unstaffed overnight leaves me feeling uneasy about the whole thing.", "themes": ["safety"]}, {"text": "I think it'd be a good move. Staff-free late night sessions have always made me feel exposed.", "themes": ["safety"]}, {"text": "Honestly relieved. I've often thought it was risky for the Newcastle gym to be open at night with nobody staffing it.", "themes": ["safety"]}, {"text": "It'd suit me. I get a bad feeling in there when it's unstaffed after dark, so closing overnight is welcome.", "themes": ["safety"]}, {"text": "Happy about it. Nobody being on site at 4am feels wrong to me and I'd rather it was closed.", "themes": ["safety"]}, {"text": "Not a problem, and I'd be pleased. I've always felt uneasy about it being open without staff late at night.", "themes": ["safety"]}, {"text": "My honest view: good. A closure from 11 until 5 would make me feel safer, as I hate the idea of no staff being there.", "themes": ["safety"]}, {"text": "I'd be all for it. Unstaffed gyms at night make me uneasy, and a shutdown overnight would be reassuring.", "themes": ["safety"]}, {"text": "I'd expect my monthly fee to drop if they shortened the hours.", "themes": ["price"]}, {"text": "Cheaper membership, simple as that.", "themes": ["price"]}, {"text": "lower monthly price or I'd be asking why not", "themes": ["price"]}, {"text": "Knock a few quid off the £19.99 I pay now. That's only fair if the hours get cut.", "themes": ["price"]}, {"text": "Paying for 24 hours at the moment, so if it was only 18 I'd definitely expect the fee to go down.", "themes": ["price"]}, {"text": "Fair is fair: fewer hours, lower direct debit.", "themes": ["price"]}, {"text": "Surely they'd have to reduce the monthly cost?", "themes": ["price"]}, {"text": "Honestly the price should drop. You can't take away six hours a day and charge the same.", "themes": ["price"]}, {"text": "Direct debit would need to come down, I'd expect at least a fiver off.", "themes": ["price"]}, {"text": "expect a discount on my membership if that happened", "themes": ["price"]}, {"text": "Well, I'd want some money off each month, wouldn't I?", "themes": ["price"]}, {"text": "Should be cheaper then. Part of what I pay for is the 24 hour access.", "themes": ["price"]}, {"text": "My fee is £17 a month at the Preston branch and I'd expect it reduced if they stopped overnight opening.", "themes": ["price"]}, {"text": "Reduced fee, end of.", "themes": ["price"]}, {"text": "So long as the monthly price went down accordingly, that's what I'd expect.", "themes": ["price"]}, {"text": "Less opening time, less money from me. I'd expect the fee to be lowered straight away.", "themes": ["price"]}, {"text": "A lower monthly fee would be the least they could do.", "themes": ["price"]}, {"text": "Pay less. That's what I'd expect if they closed overnight.", "themes": ["price"]}, {"text": "If Corefit took away the overnight hours I'd expect them to cut my monthly payment, no question.", "themes": ["price"]}, {"text": "Cut the hours and the price should follow. I wouldn't expect to pay the full amount for a part-time service.", "themes": ["price"]}, {"text": "Money off, basically. A shorter day should mean a cheaper membership.", "themes": ["price"]}, {"text": "id expect the monthly fee to go down a bit, its only fair", "themes": ["price"]}, {"text": "Obviously I'd want a lower fee. I joined a 24 hour gym and pay for that.", "themes": ["price"]}, {"text": "Expecting a price cut on the monthly fee, maybe £5 or so.", "themes": ["price"]}, {"text": "Membership should be cheaper if they're open less, it's common sense.", "themes": ["price"]}, {"text": "The monthly charge ought to be reduced. Why would I pay the same for fewer hours?", "themes": ["price"]}, {"text": "Reckon they'd need to lower the fee by a decent amount, like a fiver or more.", "themes": ["price"]}, {"text": "Fewer opening hours? Then I'd expect to see my monthly fee drop, plain and simple.", "themes": ["price"]}, {"text": "Not paying the same. If they shut for six hours every night I'd expect a cheaper monthly rate.", "themes": ["price"]}, {"text": "I'd be looking for a reduction in my monthly fee, as I'd be getting less for my money.", "themes": ["price"]}, {"text": "Price drop needed. Even a tenner off would feel about right for losing that much time.", "themes": ["price"]}, {"text": "They'd have to drop the price, wouldn't they? Can't charge 24 hour money for 18 hours.", "themes": ["price"]}, {"text": "Lower fee please.", "themes": ["price"]}, {"text": "Expect to pay less each month, that's all I'd say.", "themes": ["price"]}, {"text": "If they did that, my fee should go down. I pay £22 a month in Glasgow and wouldn't want that staying the same.", "themes": ["price"]}, {"text": "Any cut in hours should come with a cut in cost, I'd say.", "themes": ["price"]}, {"text": "Discount on the monthly fee, definitely. It'd be taking the mick otherwise.", "themes": ["price"]}, {"text": "Taking six hours off the day would mean I'd expect a cheaper subscription. Seems reasonable to me.", "themes": ["price"]}, {"text": "a smaller monthly fee, thats what id expect", "themes": ["price"]}, {"text": "Monthly fee down by a reasonable amount, otherwise it's not fair on members.", "themes": ["price"]}, {"text": "Should get some of my money back each month if they reduced the hours, or a lower rate going forward.", "themes": ["price"]}, {"text": "Cheaper, I'd hope. Budget gym prices only make sense when you get the full opening hours.", "themes": ["price"]}, {"text": "Whatever the saving to them from shorter hours, I'd expect to see it in a lower monthly fee.", "themes": ["price"]}, {"text": "No way would I keep paying the same. They'd need to lower the fee.", "themes": ["price"]}, {"text": "My expectation would be a reduced price, maybe 20% off or so.", "themes": ["price"]}, {"text": "With the hours cut I'd want the fee cut too, no arguments.", "themes": ["price"]}, {"text": "Pay-wise, I'd expect to be charged less every month.", "themes": ["price"]}, {"text": "Smaller bill each month, I'd say. That's the deal when you reduce what's on offer.", "themes": ["price"]}, {"text": "Lower the price and I'd have no complaints. Keep it the same and I'd think it's unfair.", "themes": ["price"]}, {"text": "The fee should reduce, I'm paying for round the clock access after all.", "themes": ["price"]}, {"text": "I'd ask for a cheaper rate straight away and expect to get it.", "themes": ["price"]}, {"text": "Reduce my monthly cost. That's the only thing I'd expect from them.", "themes": ["price"]}, {"text": "Cheaper membership for shorter hours seems the obvious thing to me.", "themes": ["price"]}, {"text": "They'd better lower the monthly price, otherwise I'd be asking for a reduction.", "themes": ["price"]}, {"text": "Half the appeal of Corefit is the low price for 24/7, so if it's not 24/7 the fee should be even lower.", "themes": ["price"]}, {"text": "Expect cheaper fees, like £3 or £4 less per month at least.", "themes": ["price"]}, {"text": "For me it'd come down to cost: I'd expect a lower monthly fee if the opening hours were reduced.", "themes": ["price"]}, {"text": "Price should fall, pure and simple. Shorter hours, smaller fee.", "themes": ["price"]}, {"text": "I'd want my monthly fee lowered to reflect the shorter opening times.", "themes": ["price"]}, {"text": "money off my membership, thats the least I'd expect", "themes": ["price"]}, {"text": "A cheaper direct debit would be expected, since the gym would be open for fewer hours.", "themes": ["price"]}, {"text": "Naturally I'd expect to pay less per month if they cut the opening hours like that.", "themes": ["price"]}, {"text": "Under that change I'd anticipate a reduction in my monthly fee, otherwise I'd feel short-changed.", "themes": ["price"]}, {"text": "Drop the fee. If I'm getting fewer hours then I should be paying less, that's how I see it.", "themes": ["price"]}, {"text": "It wouldn't affect me at all. I never go between 11pm and 5am.", "themes": []}, {"text": "Not at all.  I'm always there in the evening, well before 11pm.", "themes": []}, {"text": "No effect on me. I'm a 6pm after-work person, never anywhere near those hours.", "themes": []}, {"text": "zero impact, I've never been in that late or that early", "themes": []}, {"text": "Wouldn't bother me one bit, I'm in bed by 10:30 most nights and never go overnight.", "themes": []}, {"text": "Honestly it wouldn't change anything for me. I only ever train around lunchtime.", "themes": []}, {"text": "None whatsoever, I never use the gym between 11pm and 5am.", "themes": []}, {"text": "Fine by me. I go at about 7am on weekdays so I'd never notice.", "themes": []}, {"text": "I wouldn't be affected. Overnight isn't when I go, I'm usually done by 9pm.", "themes": []}, {"text": "Not affected in the slightest, I'm never there in the small hours.", "themes": []}, {"text": "no effect at all, i go after the school run at about half nine in the morning", "themes": []}, {"text": "That wouldn't touch me. My sessions are always late afternoon, never during the night.", "themes": []}, {"text": "Can't see it affecting me at all because I've never set foot in there between 11pm and 5am.", "themes": []}, {"text": "It'd make no difference to me. I'm strictly a Saturday morning gym-goer.", "themes": []}, {"text": "Wouldn't affect me, I'm asleep during those hours like most normal people!", "themes": []}, {"text": "Zero effect. Never been in after 10pm, never been in before 6am.", "themes": []}, {"text": "Not at all. I train at 5:30pm straight after finishing work in Leeds, so those hours mean nothing to me.", "themes": []}, {"text": "Makes no odds to me, I never go during the night.", "themes": []}, {"text": "No impact. I tend to go about 8pm and I'm always home well before 11.", "themes": []}, {"text": "Wouldn't affect me in any way as I never use it between 11pm and 5am.", "themes": []}, {"text": "Absolutely not. I'm a morning person but 6am is as early as I'll go, never 5.", "themes": []}, {"text": "I'd not be affected at all, I only go on my lunch break.", "themes": []}, {"text": "Nope, wouldn't matter to me. I never go in the middle of the night.", "themes": []}, {"text": "it wouldnt affect me, i never go that late or that early", "themes": []}, {"text": "Doesn't affect me. My usual slot is around 7pm, nowhere near the overnight hours.", "themes": []}, {"text": "Would have no effect on me whatsoever, I'm never there between 11pm and 5am.", "themes": []}, {"text": "I honestly wouldn't even notice. I go Sunday afternoons and that's it.", "themes": []}, {"text": "Not in the least. Night-time gym sessions aren't something I do.", "themes": []}, {"text": "No change for me, I'm always finished and home by 9 in the evening.", "themes": []}, {"text": "Wouldn't make a jot of difference, I go around 6:15am before my shift starts and never earlier.", "themes": []}, {"text": "Not at all as I never go during those hours.", "themes": []}, {"text": "There'd be no effect on me. I'm in the gym mid-morning on my days off and never at night.", "themes": []}, {"text": "Nothing would change for me; I never train between 11pm and 5am.", "themes": []}, {"text": "I wouldn't be affected, I go straight after tea, usually about 7.", "themes": []}, {"text": "No effect. Those hours are when I'm fast asleep, not lifting weights.", "themes": []}, {"text": "It wouldn't bother me at all, I only ever go in the daytime.", "themes": []}, {"text": "Totally unaffected. I'm a 5:45pm regular, never a night owl.", "themes": []}, {"text": "Won't affect me, never been there at that time of night.", "themes": []}, {"text": "Make no difference to me at all. I get there for 6am at the earliest.", "themes": []}, {"text": "I don't go at those times so it would have no effect on me.", "themes": []}, {"text": "Zilch. I do my workouts at about 4pm after college and never at night.", "themes": []}, {"text": "Doesn't impact me, I've never used the gym late at night or in the early hours.", "themes": []}, {"text": "Not affected at all. I'm usually in at 9am on Tuesdays and Thursdays, that's my lot.", "themes": []}, {"text": "It wouldn't change a thing for me, I never go between 11pm and 5am.", "themes": []}, {"text": "I'd be completely unaffected as I only go in the evenings, finishing by 9.", "themes": []}, {"text": "No impact on me. I go in the afternoons while the kids are at school.", "themes": []}, {"text": "Would not affect me, as I am never in the gym overnight.", "themes": []}, {"text": "Not one bit. I'm a 7am-before-work kind of member, and never go that late or early.", "themes": []}, {"text": "That wouldn't affect me in the slightest, I've never been in the small hours.", "themes": []}, {"text": "no difference to me whatsoever, never go at night", "themes": []}, {"text": "I wouldn't mind at all since I never go between those times. I'm usually in around 5pm.", "themes": []}, {"text": "No effect. I only train on weekday evenings between 6 and 8.", "themes": []}, {"text": "Doesn't affect me; I'm never in during the night hours.", "themes": []}, {"text": "Honestly, not at all. I'm tucked up in bed long before 11pm.", "themes": []}, {"text": "Wouldn't affect me one bit. My gym time is 12:30 to 1:30 every day.", "themes": []}, {"text": "It would have no effect on me because I don't go between 11pm and 5am.", "themes": []}, {"text": "Unaffected. I tend to hit the gym at about 6:30am, so well after 5.", "themes": []}, {"text": "Absolutely no effect. I never go late at night, I'm done by 8pm.", "themes": []}, {"text": "I'd be fine, never go at night so it wouldn't affect me.", "themes": []}, {"text": "Nothing would change for me, I go mid-afternoon on my days off and never at night.", "themes": []}, {"text": "None. I only go on Sunday mornings, usually about 10.", "themes": []}, {"text": "Not affected, since I don't use the gym anywhere near 11pm to 5am.", "themes": []}, {"text": "It'd have no impact on me at all, I'm there at 6pm every weekday like clockwork.", "themes": []}, {"text": "I wouldn't notice. I've never been in during the night.", "themes": []}, {"text": "Won't make any difference to me, never use it between 11 and 5.", "themes": []}, {"text": "No effect whatsoever. I go early evening and that's it.", "themes": []}, {"text": "Not at all affected. I like a session around 8am on Saturdays and nothing else.", "themes": []}, {"text": "Wouldn't impact me as I never go overnight.", "themes": []}, {"text": "Zero difference to me, I'm only ever in the gym during normal daytime hours.", "themes": []}, {"text": "That wouldn't affect me whatsoever. I'm always done by 10pm at the very latest.", "themes": []}, {"text": "It would not affect me at all, I never go between 11pm and 5am.", "themes": []}, {"text": "nah wouldnt affect me, never go that time of night", "themes": []}, {"text": "Doesn't matter to me. My workouts are at 6am at the earliest and I'm always home before 10pm in the evening.", "themes": []}, {"text": "No change for me whatsoever, as I only train in the daytime.", "themes": []}, {"text": "I'd be totally fine, I never use it in the middle of the night.", "themes": []}, {"text": "Won't affect me. I go on my way home from work around 5:30, never overnight.", "themes": []}, {"text": "Not at all. Night-time and the crack of dawn aren't when I go.", "themes": []}, {"text": "No effect on me, I've only ever gone in the morning around 8.", "themes": []}, {"text": "It wouldn't affect me in the slightest. I'm in by 7pm and out by 8:30pm, every time.", "themes": []}, {"text": "I wouldn't be affected at all; I go during the day.", "themes": []}, {"text": "Nothing at all would change. I never go between 11pm and 5am so I'd not even realise.", "themes": []}, {"text": "No impact, I go at lunchtimes only.", "themes": []}, {"text": "Unaffected. Anything after 9pm is way too late for me and I'm never up at 5am either.", "themes": []}, {"text": "Would not make any difference to me. I'm not there at night.", "themes": []}, {"text": "I'm never in at those hours so it wouldn't affect me at all.", "themes": []}, {"text": "Not affected at all, my sessions are always in the early evening.", "themes": []}, {"text": "No effect for me, I'm a nine-to-fiver who trains at 6pm.", "themes": []}, {"text": "Wouldn't change anything for me, I never go during the night.", "themes": []}, {"text": "Not in the slightest. I usually go at about quarter past six in the morning, never earlier.", "themes": []}, {"text": "None at all, I've never been in at those times.", "themes": []}, {"text": "That'd make no difference to me. I go in the afternoon.", "themes": []}, {"text": "I'd say it wouldn't affect me whatsoever, I never go anywhere near that late.", "themes": []}, {"text": "Nope. Not affected at all, I only go on weekday mornings after dropping my daughter off.", "themes": []}, {"text": "Would have zero effect on me since I'm never there between 11pm and 5am.", "themes": []}, {"text": "No problem for me at all. I never go at night and I'm hardly an early bird either.", "themes": []}, {"text": "It'd be no bother, I'm never in during those hours.", "themes": []}, {"text": "Doesn't affect me in the least, I go at teatime.", "themes": []}, {"text": "I wouldn't be affected as I only go during the day on my days off.", "themes": []}, {"text": "Not at all, my gym time is always between 4 and 6pm.", "themes": []}, {"text": "Wouldn't affect me. I go around 7:30pm and leave by half eight.", "themes": []}, {"text": "No effect on me; I don't go in the early hours or late at night.", "themes": []}, {"text": "Absolutely none. I'm usually in bed by half ten.", "themes": []}, {"text": "Not affected whatsoever, I never go in the night.", "themes": []}, {"text": "Won't affect me at all! I only go on Saturday and Sunday mornings.", "themes": []}, {"text": "It would make no difference to me because I never go between 11pm and 5am.", "themes": []}, {"text": "Honestly no effect, I'm a lunchtime gym-goer and never go overnight.", "themes": []}, {"text": "I'd be unaffected. Gym for me is always straight after work, around 6.", "themes": []}, {"text": "Wouldn't bother me at all, never gone at that time.", "themes": []}, {"text": "No effect, as I always go in the morning before 9.", "themes": []}, {"text": "Not affected. I stick to evenings and I'm never in the gym past 9.", "themes": []}, {"text": "There'd be no impact on me whatsoever. Overnight isn't my time.", "themes": []}, {"text": "Doesn't change anything for me. I'm in during the day only.", "themes": []}, {"text": "I'm not affected, never go between 11pm and 5am.", "themes": []}, {"text": "No effect for me at all, I tend to train around 5pm on weekdays.", "themes": []}, {"text": "Wouldn't affect me as I've never used the gym at that time of night.", "themes": []}, {"text": "It wouldn't affect me at all; I'm a daytime user only.", "themes": []}, {"text": "Not one bit. I always go about 6:45am and I've never been in the middle of the night.", "themes": []}, {"text": "No impact on me since I never go in the late-night or early-hours slots.", "themes": []}, {"text": "No difference to me whatsoever, I usually train around 7pm after my tea.", "themes": []}, {"text": "I wouldn't be affected in any way. I never go during the night.", "themes": []}]}}, {"id": "sv-009", "title": "Why Riverside Food Network is losing volunteers", "brief": {"product": "Riverside Food Network, a food-bank charity in a UK city: volunteers sort donations and hand out food parcels at 9 distribution sites. Each site lead keeps the shift rota in a spreadsheet; volunteers book or swap shifts by phoning or messaging their site lead, and pay their own bus fares and parking.", "context": "Active volunteers (at least one shift in the last 3 months) fell from 640 to 410 over the past year: about 1,000 volunteers stopped and about 770 joined. Sites have had to cut opening hours when too few volunteers turned up. Next year's budget has £45,000 for volunteer support.", "decision": "How to spend next year's £45,000 for volunteer support: reimburse volunteers' travel costs, fund a part-time volunteer coordinator with online shift booking, or do both at a smaller scale.", "objectives": [{"id": "O1", "text": "Why volunteers who stopped in the last 12 months stopped"}, {"id": "O2", "text": "Which difficulties set volunteers who stopped apart from those who still volunteer, including the cost of travel"}, {"id": "O3", "text": "Whether online shift booking or paying back travel costs would bring lapsed volunteers back"}, {"id": "O4", "text": "How difficulties differ by age group and by site"}], "target": "People who have volunteered with Riverside Food Network in the last 12 months: those who still volunteer and those who have stopped", "constraints": {"max_questions": 10, "max_minutes": 6.0, "sample_size": 330, "channel": "email and text-message invitation to everyone on the volunteer database who did at least one shift in the last 12 months (410 active volunteers and about 1,000 who have had no shift in the last 3 months); online questionnaire"}, "stakeholder": "The operations lead is sure volunteers leave because of what it costs them to travel to the sites, and wants the survey to back reimbursing travel.", "precision": "The trustees want results for each of the 9 distribution sites to within plus or minus 7 percentage points at 95% confidence.", "precision_conflict": "Plus or minus 7 points at 95% needs about 196 completes per site, about 1,760 in all, against about 330 expected (and only about 1,410 people to invite); a careful plan says so and proposes a way through."}, "reference_survey": {"screener": [{"id": "S1", "text": "Which of these best describes you?", "type": "single", "options": ["I volunteer with Riverside Food Network at the moment", "I used to volunteer with Riverside Food Network but have stopped", "I have never volunteered with Riverside Food Network"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": null, "qualify": ["I volunteer with Riverside Food Network at the moment", "I used to volunteer with Riverside Food Network but have stopped"], "purpose": "screener"}, {"id": "S2", "text": "When did you do your last volunteer shift with Riverside Food Network?", "type": "single", "options": ["Less than 12 months ago", "12 months ago or longer", "Not sure"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": [], "show_if": {"question": "S1", "options": ["I used to volunteer with Riverside Food Network but have stopped"]}, "qualify": ["Less than 12 months ago"], "purpose": "screener"}], "questions": [{"id": "Q1", "text": "What, if anything, would make volunteering with Riverside Food Network easier for you?", "type": "open", "options": [], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1", "O2"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q2", "text": "Which of these, if any, have made volunteering with Riverside Food Network difficult for you? Select all that apply.", "type": "multi", "options": ["The cost of travelling to the site", "How long it takes to get to the site", "Shifts changed at short notice", "No easy way to arrange my shifts (for example to book or swap them)", "Not being told about changes in good time", "Not enough training", "Not feeling thanked or valued", "Physical access to the site (for example parking, steps or heavy doors)", "Something else", "None of these"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O2", "O4"], "show_if": null, "qualify": [], "purpose": "core"}, {"id": "Q3", "text": "Which of these comes closest to the main reason you stopped volunteering with Riverside Food Network?", "type": "single", "options": ["My shifts were changed at short notice", "It was hard to arrange my shifts (for example to book or swap them)", "The cost of travelling to the site", "How long it takes to get to the site", "I was not told about changes in good time", "I did not feel thanked or valued", "I did not have enough training", "Physical access to the site (for example parking, steps or heavy doors)", "My circumstances changed (for example work, study, health or moving)", "Other"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O1"], "show_if": {"question": "S1", "options": ["I used to volunteer with Riverside Food Network but have stopped"]}, "qualify": [], "purpose": "core"}, {"id": "Q4", "text": "If you could arrange your shifts online (for example to book or swap them), how likely would you be to volunteer with Riverside Food Network again?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O3"], "show_if": {"question": "S1", "options": ["I used to volunteer with Riverside Food Network but have stopped"]}, "qualify": [], "purpose": "core"}, {"id": "Q5", "text": "If your travel costs were paid back, how likely would you be to volunteer with Riverside Food Network again?", "type": "scale", "options": [], "scale_points": 5, "scale_low": "Very unlikely", "scale_high": "Very likely", "objectives": ["O3"], "show_if": {"question": "S1", "options": ["I used to volunteer with Riverside Food Network but have stopped"]}, "qualify": [], "purpose": "core"}, {"id": "Q6", "text": "Which Riverside Food Network site have you volunteered at most often in the last 12 months?", "type": "single", "options": ["Northgate", "Eastfield", "Millbrook", "St Anne's", "Hollins Park", "Canal Street", "Westbury", "Bridge End", "Oakwood", "More than one site about equally"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "profile"}, {"id": "Q7", "text": "How old are you?", "type": "single", "options": ["Under 25", "25 to 44", "45 to 64", "65 or over", "Prefer not to say"], "scale_points": null, "scale_low": null, "scale_high": null, "objectives": ["O4"], "show_if": null, "qualify": [], "purpose": "profile"}], "sample_plan": "Invite all 410 active volunteers and all of about 1,000 volunteers with no shift in the last 3 months, by email and text message, with two reminders; lapsed volunteers usually respond less, so their second reminder comes as a text from their former site lead. Expect about 330 completes, perhaps 210 active and 120 lapsed. The trustees' plus or minus 7 points for each of the 9 sites would need about 196 completes per site, about 1,760 in all, more than the 1,410 people we can invite, so the survey cannot deliver it: with about 35 completes per site, site figures would carry margins of about plus or minus 17 points. We will report the network as a whole and active against lapsed volunteers (about plus or minus 7 and 9 points), show site results only as indicative counts or in groups of sites, and compare sites with the volunteer database (leavers and shift changes per site), which covers everyone. Results will be weighted to the database age mix within the active and lapsed groups.", "analysis_plan": [{"objective": "O1", "approach": "Q3 among lapsed volunteers, unweighted and weighted to their age mix; Q1 coded into themes."}, {"objective": "O2", "approach": "Q2 compared between active and lapsed volunteers (S1), with significance tests; a difficulty that is equally common in both groups does not explain who leaves."}, {"objective": "O3", "approach": "Q4 against Q5 among lapsed volunteers, by main reason (Q3), read as stated intentions rather than forecasts."}, {"objective": "O4", "approach": "Q2 by age (Q7) and by site (Q6), with sites reported only in groups or as indicative because of small bases."}]}, "responses": {"stakeholder_questions": ["The operations lead: 'Travel cost is the difficulty volunteers mention most. Doesn't that show we should spend the £45,000 on reimbursing travel?'", "The chair of trustees: 'If we bring in online booking, how many of the volunteers we lost will come back?'", "The volunteer manager: 'Our youngest volunteers who left mostly blame travel. Should we start a travel scheme for under-25s?'"], "fielding": "Invited by email and text message from 2 to 16 March 2026, with two reminders: all 410 active volunteers (at least one shift in the last 3 months) and all 1,000 lapsed volunteers (a shift in the last 12 months but none in the last 3 months), from the volunteer database. Active: 231 started and 215 completed. Lapsed: 124 started and 112 completed. Median time 4 minutes 10 seconds. Respondents are classed as active or lapsed by their answer to S1. Tables show the 327 completes, unweighted. Percentages are of each column's base.", "population": "From the volunteer database. Active volunteers (410): under 25 18%, 25 to 44 26%, 45 to 64 26%, 65 or over 30%. Lapsed volunteers (1,000): under 25 22%, 25 to 44 30%, 45 to 64 23%, 65 or over 25%. Volunteers are spread roughly evenly across the 9 sites.", "crosstabs": [{"question": "Q2", "title": "Which of these, if any, have made volunteering with Riverside Food Network difficult for you? (select all that apply)", "columns": ["Total", "Active volunteer", "Lapsed volunteer", "Under 25", "25 to 44", "45 to 64", "65 or over"], "bases": [327, 215, 112, 27, 49, 110, 141], "rows": [["The cost of travelling to the site", [38.2, 37.2, 40.2, 74.1, 40.8, 35.5, 32.6]], ["How long it takes to get to the site", [17.1, 16.7, 17.9, 14.8, 14.3, 20.0, 16.3]], ["Shifts changed at short notice", [27.2, 14.4, 51.8, 33.3, 34.7, 20.9, 28.4]], ["No easy way to arrange my shifts (for example to book or swap them)", [22.0, 11.6, 42.0, 18.5, 20.4, 25.5, 20.6]], ["Not being told about changes in good time", [19.0, 7.4, 41.1, 25.9, 24.5, 15.5, 18.4]], ["Not enough training", [11.9, 11.6, 12.5, 7.4, 10.2, 10.9, 14.2]], ["Not feeling thanked or valued", [9.8, 7.4, 14.3, 3.7, 6.1, 11.8, 10.6]], ["Physical access to the site (for example parking, steps or heavy doors)", [7.0, 5.6, 9.8, 0.0, 6.1, 7.3, 8.5]], ["Something else", [3.1, 2.8, 3.6, 0.0, 2.0, 2.7, 4.3]], ["None of these", [19.6, 28.4, 2.7, 14.8, 20.4, 20.0, 19.9]]], "note": "Respondents could choose more than one answer, so columns add up to more than 100%."}, {"question": "Q2", "title": "Which of these, if any, have made volunteering difficult for you? Lapsed volunteers, by age (select all that apply)", "columns": ["Total", "Lapsed, Under 25", "Lapsed, 25 to 44", "Lapsed, 45 to 64", "Lapsed, 65 or over"], "bases": [112, 11, 21, 36, 44], "rows": [["The cost of travelling to the site", [40.2, 81.8, 42.9, 47.2, 22.7]], ["How long it takes to get to the site", [17.9, 9.1, 23.8, 22.2, 13.6]], ["Shifts changed at short notice", [51.8, 45.5, 57.1, 47.2, 54.5]], ["No easy way to arrange my shifts (for example to book or swap them)", [42.0, 27.3, 38.1, 47.2, 43.2]], ["Not being told about changes in good time", [41.1, 54.5, 52.4, 30.6, 40.9]], ["Not enough training", [12.5, 9.1, 19.0, 8.3, 13.6]], ["Not feeling thanked or valued", [14.3, 9.1, 14.3, 16.7, 13.6]], ["Physical access to the site (for example parking, steps or heavy doors)", [9.8, 0.0, 9.5, 16.7, 6.8]], ["Something else", [3.6, 0.0, 0.0, 8.3, 2.3]], ["None of these", [2.7, 0.0, 0.0, 2.8, 4.5]]], "note": "Respondents could choose more than one answer, so columns add up to more than 100%."}, {"question": "Q3", "title": "Which of these comes closest to the main reason you stopped volunteering? (lapsed volunteers)", "columns": ["Total", "Under 25", "25 to 44", "45 to 64", "65 or over"], "bases": [112, 11, 21, 36, 44], "rows": [["My shifts were changed at short notice", [29.5, 18.2, 38.1, 22.2, 34.1]], ["It was hard to arrange my shifts (for example to book or swap them)", [13.4, 0.0, 19.0, 16.7, 11.4]], ["The cost of travelling to the site", [11.6, 72.7, 9.5, 5.6, 2.3]], ["How long it takes to get to the site", [0.9, 0.0, 0.0, 2.8, 0.0]], ["I was not told about changes in good time", [12.5, 0.0, 14.3, 5.6, 20.5]], ["I did not feel thanked or valued", [6.2, 9.1, 4.8, 5.6, 6.8]], ["I did not have enough training", [0.9, 0.0, 0.0, 0.0, 2.3]], ["Physical access to the site (for example parking, steps or heavy doors)", [0.0, 0.0, 0.0, 0.0, 0.0]], ["My circumstances changed (for example work, study, health or moving)", [23.2, 0.0, 14.3, 38.9, 20.5]], ["Other", [1.8, 0.0, 0.0, 2.8, 2.3]]], "note": "Asked only of respondents who have stopped volunteering."}, {"question": "Q4", "title": "If you could arrange your shifts online (for example to book or swap them), how likely would you be to volunteer with Riverside Food Network again? (lapsed volunteers)", "columns": ["Total", "Main reason: scheduling", "Main reason: travel cost or distance", "Main reason: something else"], "bases": [112, 48, 14, 50], "rows": [["Very unlikely", [18.8, 16.7, 21.4, 20.0]], ["Fairly unlikely", [17.0, 8.3, 35.7, 20.0]], ["Neither likely nor unlikely", [24.1, 14.6, 28.6, 32.0]], ["Fairly likely", [23.2, 37.5, 7.1, 14.0]], ["Very likely", [17.0, 22.9, 7.1, 14.0]], ["Net: likely (4-5)", [40.2, 60.4, 14.3, 28.0]]], "note": "Asked only of respondents who have stopped volunteering. Columns group Q3 answers: scheduling is the first two options; travel is the third and fourth."}, {"question": "Q5", "title": "If your travel costs were paid back, how likely would you be to volunteer with Riverside Food Network again? (lapsed volunteers)", "columns": ["Total", "Main reason: scheduling", "Main reason: travel cost or distance", "Main reason: something else"], "bases": [112, 48, 14, 50], "rows": [["Very unlikely", [17.0, 14.6, 7.1, 22.0]], ["Fairly unlikely", [28.6, 27.1, 21.4, 32.0]], ["Neither likely nor unlikely", [27.7, 31.2, 14.3, 28.0]], ["Fairly likely", [17.0, 16.7, 35.7, 12.0]], ["Very likely", [9.8, 10.4, 21.4, 6.0]], ["Net: likely (4-5)", [26.8, 27.1, 57.1, 18.0]]], "note": "Asked only of respondents who have stopped volunteering."}, {"question": "Q6", "title": "Which Riverside Food Network site have you volunteered at most often in the last 12 months?", "columns": ["Total", "Active volunteer", "Lapsed volunteer"], "bases": [327, 215, 112], "rows": [["Northgate", [10.4, 11.6, 8.0]], ["Eastfield", [6.7, 6.5, 7.1]], ["Millbrook", [11.0, 10.2, 12.5]], ["St Anne's", [10.7, 11.2, 9.8]], ["Hollins Park", [11.3, 13.0, 8.0]], ["Canal Street", [8.9, 7.4, 11.6]], ["Westbury", [8.9, 8.8, 8.9]], ["Bridge End", [13.1, 14.9, 9.8]], ["Oakwood", [12.5, 12.1, 13.4]], ["More than one site about equally", [6.4, 4.2, 10.7]]], "note": ""}, {"question": "Q7", "title": "Age", "columns": ["Total", "Active volunteer", "Lapsed volunteer"], "bases": [327, 215, 112], "rows": [["Under 25", [8.3, 7.4, 9.8]], ["25 to 44", [15.0, 13.0, 18.8]], ["45 to 64", [33.6, 34.4, 32.1]], ["65 or over", [43.1, 45.1, 39.3]], ["Prefer not to say", [0.0, 0.0, 0.0]]], "note": ""}], "open_question": "Q1. What, if anything, would make volunteering with Riverside Food Network easier for you?", "verbatims": [{"respondent": "V006", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Bridge End"}, "text": "Happy with everything as it is, so I've got nothing to suggest."}, {"respondent": "V008", "segment": {"status": "Lapsed volunteer", "age": "Under 25", "site": "Millbrook"}, "text": "Honestly, the travel. Two buses each way and it takes me an hour and ten minutes door to door."}, {"respondent": "V009", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Millbrook"}, "text": "Rota changes seem to get decided and then not passed on. I'd like an email as soon as my Thursday shift is moved or dropped, rather than hearing about it second-hand from another volunteer."}, {"respondent": "V014", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "no, nothing. it's fine as is"}, {"respondent": "V019", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Westbury"}, "text": "Fewer last-minute cancellations, and if they have to happen, tell us the day before, not an hour before. I've turned up to a locked door at one of the sites with no warning at all."}, {"respondent": "V023", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Nah, nothing. All fine."}, {"respondent": "V025", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Eastfield"}, "text": "Somewhere nearer to my house. Half an hour's drive plus fuel every time is more than I'd like."}, {"respondent": "V028", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Millbrook"}, "text": "All fine here, nothing I'd want different."}, {"respondent": "V029", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "St Anne's"}, "text": "if the nearest site wasn't a 40 minute walk from my flat i'd find it so much easier"}, {"respondent": "V034", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Some parking validation. £7 to leave the car near the Northgate site is daft when you're giving your time for free."}, {"respondent": "V035", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Millbrook"}, "text": "Nothing I can think of. Volunteering at my site works perfectly well for me as it stands."}, {"respondent": "V039", "segment": {"status": "Active volunteer", "age": "Under 25", "site": "Bridge End"}, "text": "Everything about it is fine for me as it is, so I'd leave it all alone."}, {"respondent": "V044", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Eastfield"}, "text": "Not having shifts moved around with barely any warning. A week's notice would be fine, a few hours isn't."}, {"respondent": "V046", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Eastfield"}, "text": "Honestly, a simple app or website for swapping shifts. Right now it's all group messages that I never seem to see until it's too late, so I'm always out of the loop on who's covering what."}, {"respondent": "V047", "segment": {"status": "Active volunteer", "age": "Under 25", "site": "Westbury"}, "text": "Lift-share board, so those of us with cars could split the petrol with others who live nearby."}, {"respondent": "V053", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "tickets for the tram would help, its £3.80 a go and thats before ive even got there"}, {"respondent": "V055", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "More than one site about equally"}, "text": "tbh I usually find out about rota changes from other volunteers at the door, never from the organisers. A single email or WhatsApp message when something shifts would make it so much easier to plan around work."}, {"respondent": "V058", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Oakwood"}, "text": "Please stop cancelling shifts at the last minute. A text at 8am for a 9:30 start is no good when you've already organised your day around it."}, {"respondent": "V060", "segment": {"status": "Active volunteer", "age": "Under 25", "site": "Northgate"}, "text": "I'd love a free parking pass, as the street round the site is pay and display, £4 for four hours, and it really stacks up."}, {"respondent": "V061", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Northgate"}, "text": "An app for booking."}, {"respondent": "V062", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Northgate"}, "text": "Having a site within walking distance of the estate where I live, so I wouldn't need to pay for buses at all."}, {"respondent": "V065", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "Honestly I think it's fine as it is, so there's nothing that would make it easier for me."}, {"respondent": "V070", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Canal Street"}, "text": "Nothing major, just wish the bus fare weren't so pricey. £2 each way adds up over a month."}, {"respondent": "V072", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Oakwood"}, "text": "Not that I know of, it's all been fine for me."}, {"respondent": "V075", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Northgate"}, "text": "Free bus passes for volunteers!"}, {"respondent": "V076", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "More than one site about equally"}, "text": "Fewer last-minute cancellations, please. It's frustrating to get ready and turn up only to be told they've got enough people today."}, {"respondent": "V081", "segment": {"status": "Lapsed volunteer", "age": "Under 25", "site": "Westbury"}, "text": "Maybe a small travel allowance, even a fiver a visit would cover my fare."}, {"respondent": "V084", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Eastfield"}, "text": "I don't think anything would make it easier, because it isn't hard for me as it is."}, {"respondent": "V091", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Bridge End"}, "text": "No, all good."}, {"respondent": "V092", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "St Anne's"}, "text": "I've had a good think and there's honestly nothing that would make it easier for me. It's fine as it is."}, {"respondent": "V095", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Millbrook"}, "text": "Parking charges near the Eastfield site add up, so a free permit or a reimbursed ticket would take the sting out of it."}, {"respondent": "V097", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Eastfield"}, "text": "If a shift is cancelled, let me know in good time so I don't plan my week around it for nothing. I tend to find out late, or sometimes not at all."}, {"respondent": "V098", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "St Anne's"}, "text": "shifts getting cancelled the night before. I've arranged childcare around them and it's hard to rearrange at that short notice"}, {"respondent": "V099", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "St Anne's"}, "text": "Less travelling. Forty minutes on the bus each way is hard going."}, {"respondent": "V100", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "I'm struggling to think of anything because it's already easy for me. Nothing to add!"}, {"respondent": "V102", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Honestly, if I could book a month of Tuesday shifts in one go rather than week by week, that would save a lot of hassle."}, {"respondent": "V104", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "St Anne's"}, "text": "Being able to swap with another volunteer without it turning into a week of emails."}, {"respondent": "V110", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "Nothing needed. Fine as it is, thanks."}, {"respondent": "V112", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Let us swap shifts ourselves through an app or website instead of messaging a coordinator and hoping they see it."}, {"respondent": "V116", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Westbury"}, "text": "Online rota, with the option to cancel or swap up to 24 hours before without having to phone anyone."}, {"respondent": "V118", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Westbury"}, "text": "Somewhere to park near the building without having to circle the estate for twenty minutes, especially when I'm carrying heavy boxes of tins from the car. Even a drop-off spot would help!"}, {"respondent": "V120", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Millbrook"}, "text": "Let me book recurring shifts, like every other Wednesday, and then only need to cancel the odd one rather than rebook every single week."}, {"respondent": "V122", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "An online rota where I can book and swap shifts myself instead of ringing round, plus a text when anything gets changed. At the moment I'm the last to know."}, {"respondent": "V130", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Westbury"}, "text": "A short training session before your first shift would help loads. Even just a walkthrough of how sorting works and what the date-checking rules are, so you're not guessing and worrying you've binned something good."}, {"respondent": "V132", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Northgate"}, "text": "Fine as it is, really. Nothing needed from my side."}, {"respondent": "V133", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "St Anne's"}, "text": "If the schedule was released earlier, say a month ahead, and then stuck to, I could plan my life around it much better."}, {"respondent": "V134", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Northgate"}, "text": "advance warning of changes, a week if possible. my saturday sort shift got moved twice and i only knew because i happened to ask someone"}, {"respondent": "V136", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Bridge End"}, "text": "Proper notice when things change. I've turned up to find the session time moved or the site layout different, and nobody had told me. Even a quick text the day before would help."}, {"respondent": "V138", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Car sharing between volunteers would cut the petrol I spend getting across town."}, {"respondent": "V144", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "recognition tbh"}, {"respondent": "V149", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Can't fault it for me personally, so nothing would make it easier. It's fine as it is."}, {"respondent": "V151", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Bridge End"}, "text": "Simple: a proper rota online where I can see which sessions still need people and sign up in a minute."}, {"respondent": "V158", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Cheaper or free parking. £6 a day at the council car park is a lot to pay just to turn up and help."}, {"respondent": "V159", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Canal Street"}, "text": "No complaints and no ideas for improvements, it works well for me as it is."}, {"respondent": "V161", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Fixed shifts that stay fixed. I work in retail so I plan my rota weeks ahead, and last-minute changes make it really hard to commit."}, {"respondent": "V163", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Westbury"}, "text": "Don't have anything for this one. It all works for me as it is, so I'm leaving it blank really."}, {"respondent": "V165", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Northgate"}, "text": "Being thanked by name. After months of packing crates I still felt like a spare pair of hands rather than a person who mattered."}, {"respondent": "V166", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "Nowt. It's fine."}, {"respondent": "V169", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Eastfield"}, "text": "Not a lot to say here, I'm happy with it as it is."}, {"respondent": "V170", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Millbrook"}, "text": "I'd love to pick my own shifts online instead of being allocated them. Being told 'Thursday 10 till 2' when I can't do Thursdays then means a round of emails to change it."}, {"respondent": "V177", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Bridge End"}, "text": "nothing really, its fine how it is"}, {"respondent": "V178", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "Not really, no. It's fine as it is and I've nothing to add."}, {"respondent": "V182", "segment": {"status": "Active volunteer", "age": "Under 25", "site": "Northgate"}, "text": "Fuel costs are the only real barrier for me, about £12 a trip."}, {"respondent": "V183", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Millbrook"}, "text": "a booking calendar I can check on my phone"}, {"respondent": "V186", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "St Anne's"}, "text": "Reimbursing mileage."}, {"respondent": "V187", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Oakwood"}, "text": "Nothing, thanks. I've got no complaints and no suggestions, it works for me."}, {"respondent": "V189", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Bridge End"}, "text": "A contribution towards my train fare would make a real difference, as the return ticket into the city is nearly £9."}, {"respondent": "V201", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "More than one site about equally"}, "text": "Text alerts when a shift has been changed, plus an online system to rebook straight away. Sometimes I only found out about a change by chance."}, {"respondent": "V207", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Millbrook"}, "text": "Nothing comes to mind. It works for me just as it is."}, {"respondent": "V210", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Northgate"}, "text": "Easier swapping when something comes up, like being ill or a change at my paid job. A button to offer my shift to others would be perfect."}, {"respondent": "V215", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "St Anne's"}, "text": "Consistency, mainly. Once I've booked a slot it should stay put, and if it has to change then somebody should actually contact me. Too often I feel like I'm guessing what's happening with the rota."}, {"respondent": "V222", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Eastfield"}, "text": "Help with bus fares."}, {"respondent": "V225", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Some sort of online sign-up with automatic reminders. At the moment it's a WhatsApp group where slots get lost in the chat and I never know if I've actually got a place."}, {"respondent": "V226", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "More than one site about equally"}, "text": "It's already easy enough for me, so nothing I can suggest. Thanks for asking though."}, {"respondent": "V228", "segment": {"status": "Lapsed volunteer", "age": "Under 25", "site": "More than one site about equally"}, "text": "Distance, mainly. I live out in a village with hardly any buses so getting to the site means a long drive."}, {"respondent": "V229", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "More than one site about equally"}, "text": "Cannot think of one thing. It's already easy enough."}, {"respondent": "V230", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "The journey takes ages because there's no direct route, so a closer distribution site would be brilliant."}, {"respondent": "V232", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Hollins Park"}, "text": "Nope."}, {"respondent": "V234", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Living on a pension, the return bus fare is a noticeable chunk of my week. Some sort of travel refund would help me a lot."}, {"respondent": "V236", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "Bus fares in this city are ridiculous, so anything that cuts that cost, like a volunteer travel card, would be great."}, {"respondent": "V237", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "Travel costs, simple as that. Even a day ticket is £5.20 and I have to use two different bus companies."}, {"respondent": "V239", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "Hollins Park"}, "text": "Swap board. Somewhere to post a shift I can't make so someone else can pick it up, rather than just letting the team down."}, {"respondent": "V242", "segment": {"status": "Lapsed volunteer", "age": "25 to 44", "site": "St Anne's"}, "text": "Easy online sign up and cancelling without feeling like I'm causing a problem. A form would do, it doesn't need to be anything fancy."}, {"respondent": "V248", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Hollins Park"}, "text": "More notice if a shift is changing. Twice I turned up on a Saturday morning to find the session had been moved to the afternoon and nobody had told me."}, {"respondent": "V252", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Bridge End"}, "text": "Nothing in particular. It's fine the way it is, as far as I can tell."}, {"respondent": "V253", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Westbury"}, "text": "Getting the news first-hand and with enough notice. I've had cancelled sessions flagged up an hour beforehand, after I'd already set off."}, {"respondent": "V254", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Oakwood"}, "text": "An online booking system. Having to ring or email the coordinator to get a slot is a faff."}, {"respondent": "V262", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "Clearer confirmation that my shift is booked. I've turned up not sure whether I was on the list, and a self-service booking page would fix that."}, {"respondent": "V265", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "Nothing to say here, it's fine for me as it is, no complaints, no suggestions."}, {"respondent": "V270", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "More than one site about equally"}, "text": "Honestly nothing. I've never found any part of it difficult."}, {"respondent": "V272", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Nothing, it's fine as it is."}, {"respondent": "V273", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Bridge End"}, "text": "The booking process is a bit clunky and relies on one person's inbox. A shared online system where I could add and amend my own shifts would be much easier all round."}, {"respondent": "V274", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Northgate"}, "text": "Nothing needed, thank you. It's fine as it is."}, {"respondent": "V281", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Nothing springs to mind, it's all fine for me."}, {"respondent": "V286", "segment": {"status": "Lapsed volunteer", "age": "65 or over", "site": "Millbrook"}, "text": "being able to see all nine sites' available shifts in one place and book whichever fits my week"}, {"respondent": "V289", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Bridge End"}, "text": "Parking, honestly. There are only about six spaces at the Eastfield site and the volunteers' cars fill them before the van can get in. A designated bay or two would help a lot."}, {"respondent": "V292", "segment": {"status": "Lapsed volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "A rota that doesn't change after it's been sent out. I get that donations and numbers fluctuate, but being messed about with the times makes it hard to fit in around a job."}, {"respondent": "V295", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Westbury"}, "text": "It's alright as it is. Nothing I'd change or add."}, {"respondent": "V297", "segment": {"status": "Active volunteer", "age": "Under 25", "site": "More than one site about equally"}, "text": "Quite honestly, no. It suits me fine just as it is."}, {"respondent": "V299", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Oakwood"}, "text": "Petrol money. I drive 14 miles each way and with prices as they are it eats into my budget."}, {"respondent": "V304", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Bridge End"}, "text": "Being placed at a site closer to where I live. Mine is across the other side of the city and the journey is the hard part."}, {"respondent": "V305", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Oakwood"}, "text": "Nope, nothing. Works fine for me as it is."}, {"respondent": "V308", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "St Anne's"}, "text": "When the Thursday sort moved from the church hall to the new unit, I only knew because I bumped into someone in Tesco. Clear updates sent to everyone in good time, rather than word of mouth, would be a real improvement."}, {"respondent": "V312", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Westbury"}, "text": "There's nothing that would make it easier as far as I'm concerned. It's fine the way it is."}, {"respondent": "V316", "segment": {"status": "Active volunteer", "age": "25 to 44", "site": "Millbrook"}, "text": "If volunteers could get discounted rail fares or a railcard contribution, I'd be happier, as I come in from outside the city by train."}, {"respondent": "V317", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Canal Street"}, "text": "Getting there takes me over an hour with a change at the station, so a nearer location would be a big help."}, {"respondent": "V320", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Northgate"}, "text": "Struggling to think of anything, since it's all been fine for me. Nothing to change."}, {"respondent": "V323", "segment": {"status": "Active volunteer", "age": "65 or over", "site": "Canal Street"}, "text": "The cost of diesel to reach the site 11 miles from me is what I find hardest, especially with how fuel prices have been."}, {"respondent": "V325", "segment": {"status": "Active volunteer", "age": "45 to 64", "site": "Hollins Park"}, "text": "Nothing at all, I find it easy enough as it is."}]}, "numeric_questions": ["travel_active", "travel_lapsed", "travel_gap_significant", "travel_lapsed_weighted", "scheduling_reason", "scheduling_margin", "avg_difficulties", "return_booking", "scheduling_mentions", "response_rate_active", "response_rate_lapsed", "scheduling_projection"], "truth": {"numeric": [{"id": "travel_active", "question": "What percentage of active volunteers who responded chose 'The cost of travelling to the site' as a difficulty in Q2?", "answer": 37.2, "tolerance": 1.0, "unit": "percent"}, {"id": "travel_lapsed", "question": "What percentage of lapsed volunteers who responded chose 'The cost of travelling to the site' as a difficulty in Q2?", "answer": 40.2, "tolerance": 1.0, "unit": "percent"}, {"id": "travel_gap_significant", "question": "Is the difference between active and lapsed respondents in the share choosing 'The cost of travelling to the site' in Q2 statistically significant at the 95% level? (1 for yes, 0 for no)", "answer": 0.0, "tolerance": 0.0, "unit": "yes_no"}, {"id": "travel_lapsed_weighted", "question": "Weighted to the age mix of all 1,000 lapsed volunteers, what percentage of lapsed volunteers would choose 'The cost of travelling to the site' as a difficulty in Q2?", "answer": 47.4, "tolerance": 1.5, "unit": "percent"}, {"id": "scheduling_reason", "question": "What percentage of lapsed respondents gave a scheduling reason as their main reason for stopping in Q3 (either of its first two options: shifts changed at short notice, or hard to arrange shifts)?", "answer": 42.9, "tolerance": 1.0, "unit": "percent"}, {"id": "scheduling_margin", "question": "What is the 95% margin of error, in percentage points, on that unweighted share of lapsed respondents giving a scheduling reason as their main reason?", "answer": 9.17, "tolerance": 0.3, "unit": "points"}, {"id": "avg_difficulties", "question": "On average, how many difficulties did each respondent choose in Q2 (counting every option except 'None of these', which counts as zero), across all respondents?", "answer": 1.55, "tolerance": 0.1, "unit": "score"}, {"id": "return_booking", "question": "What percentage of lapsed respondents said they would be likely (fairly or very) to volunteer again if they could arrange their shifts online (Q4)?", "answer": 40.2, "tolerance": 1.0, "unit": "percent"}, {"id": "scheduling_mentions", "question": "How many of the open-text answers mention shift scheduling (booking or swapping shifts, or last-minute changes or cancellations)?", "answer": 34.0, "tolerance": 5.0, "unit": "count"}, {"id": "response_rate_active", "question": "What percentage of the active volunteers invited completed the survey?", "answer": 52.4, "tolerance": 0.3, "unit": "percent"}, {"id": "response_rate_lapsed", "question": "What percentage of the lapsed volunteers invited completed the survey?", "answer": 11.2, "tolerance": 0.3, "unit": "percent"}, {"id": "scheduling_projection", "question": "If the lapsed respondents were representative, about how many of the 1,000 lapsed volunteers would give a scheduling reason (either of the first two Q3 options) as their main reason, using the unweighted share?", "answer": 429.0, "tolerance": 21.0, "unit": "count"}], "themes": [{"id": "scheduling", "name": "Shift scheduling", "description": "Booking or swapping shifts easily, or no last-minute changes or cancellations", "members": ["V009", "V019", "V044", "V046", "V058", "V061", "V076", "V097", "V098", "V102", "V104", "V112", "V116", "V120", "V122", "V133", "V134", "V151", "V161", "V170", "V183", "V201", "V210", "V215", "V225", "V239", "V242", "V248", "V253", "V254", "V262", "V273", "V286", "V292"]}, {"id": "communication", "name": "Communication", "description": "Being told about changes in good time; feeling out of the loop", "members": ["V009", "V019", "V046", "V055", "V097", "V122", "V134", "V136", "V201", "V215", "V248", "V253", "V308"]}, {"id": "travel", "name": "Travel", "description": "The cost of getting to the site, or the distance or travel time", "members": ["V008", "V025", "V029", "V034", "V047", "V053", "V060", "V062", "V070", "V075", "V081", "V095", "V099", "V138", "V158", "V182", "V186", "V189", "V222", "V228", "V230", "V234", "V236", "V237", "V299", "V304", "V316", "V317", "V323"]}, {"id": "valued", "name": "Feeling valued", "description": "Thanks, recognition or being noticed", "members": ["V144", "V165"]}, {"id": "training", "name": "Training", "description": "Better training or induction", "members": ["V130"]}, {"id": "access", "name": "Access", "description": "Parking, getting into the building, or disability access", "members": ["V118", "V289"]}], "traps": [{"id": "travel_comparison", "kind": "comparison", "description": "Travel cost is the most-cited difficulty overall, but it is cited about as often by active volunteers (37%) as by lapsed ones (40%), so it does not explain who left. Short-notice shift changes (14% active against 52% lapsed), no way to book or swap shifts and not being told about changes differ sharply.", "handled_if": "Compares active with lapsed volunteers and says travel cost does not distinguish those who left, while scheduling and communication do; does not treat travel being the most-cited difficulty as the reason volunteers leave."}, {"id": "travel_hypothesis", "kind": "hypothesis", "description": "The operations lead believes volunteers leave because of travel costs. Among lapsed respondents, 43% give a scheduling reason as their main reason against 12% travel cost.", "handled_if": "States that the data does not support travel cost as the main driver of leaving: scheduling is the leading main reason and the difficulty that differs between those who left and those who stayed."}, {"id": "multi_select", "kind": "multi_select", "description": "Q2 is multi-select: respondents chose 1.6 difficulties on average, so columns add up to more than 100%.", "handled_if": "Does not add Q2 percentages together or describe them as shares of all difficulties, nor as each respondent's main difficulty."}, {"id": "differential_nonresponse", "kind": "nonresponse", "description": "52% of active volunteers responded but only 11% of lapsed ones, so the lapsed base is small (112) and those who replied may differ from the 89% who did not (for example, still feeling some attachment).", "handled_if": "Mentions the much lower response rate among lapsed volunteers and that their answers may not represent all who left, or the resulting small lapsed base, as a limitation."}, {"id": "age_skew", "kind": "skew", "description": "Volunteers aged 65 or over are 43% of respondents but about 26% of volunteers in the database; younger volunteers cite travel cost more. Weighted to the lapsed age mix, travel cost among lapsed volunteers rises from 40% to 47%; a scheduling main reason goes from 43% to 41%, still well ahead of travel cost (21%).", "handled_if": "Points out the over-representation of older volunteers and weights for it, or says unweighted figures understate travel cost for younger volunteers; and does not let weighting overturn the conclusion that scheduling leads."}, {"id": "under25_travel", "kind": "small_base", "description": "Lapsed under-25s (base 11) mostly give travel cost as their main reason (8 of 11).", "handled_if": "Not reported as a finding, or reported only with a clear warning that the base is too small to rely on."}, {"id": "travel_not_significant", "kind": "significance", "description": "The travel-cost gap between lapsed and active respondents (3.0 points) is not significant at 95%.", "handled_if": "Does not claim lapsed volunteers cite travel cost more than active ones, or says the gap is within the margin of error."}, {"id": "return_intent", "kind": "stated_intent", "description": "40% of lapsed respondents say they would be likely to volunteer again with online booking: a stated intention about a hypothetical, from a small and self-selected base.", "handled_if": "Does not present the likely-to-return share as a forecast of how many will return, or says stated intentions overstate behaviour."}], "key_findings": ["Travel cost is the most-cited difficulty, but active and lapsed volunteers cite it about equally (the gap is not significant), so it does not explain who leaves", "Shift scheduling (short-notice changes, no way to book or swap) and not being told about changes are cited far more by lapsed volunteers, and a scheduling reason is the most common main reason for stopping, even after weighting for age", "Travel cost matters more to younger volunteers, so weighting for the older-skewed sample raises it modestly, but the lapsed base is small and lapsed volunteers responded far less than active ones"], "recommendation": "Fund the part-time volunteer coordinator with online shift booking and swapping (and better notice of changes) first; travel reimbursement is not shown to drive leaving, though a small travel hardship fund for those who need it, such as students, may be worth trying; test by re-inviting lapsed volunteers once booking is live.", "next_steps": [{"id": "coordinator_first", "kind": "right", "text": "Put most of the £45,000 into the part-time coordinator and online shift booking and swapping, including telling volunteers about changes in good time"}, {"id": "reinvite_test", "kind": "right", "text": "Once online booking is live, re-invite lapsed volunteers and measure how many actually come back and stay (and track active volunteers' retention), rather than relying on stated intentions"}, {"id": "hardship_fund", "kind": "right", "text": "Consider a small, targeted travel hardship fund (for example for students or those on low incomes) rather than reimbursing everyone, and track take-up"}, {"id": "lapsed_evidence", "kind": "right", "text": "Strengthen the evidence on lapsed volunteers: follow up non-respondents (for example by phone), get more younger lapsed volunteers before acting on age results, and use database records such as cancelled or changed shifts before people left"}, {"id": "sites_from_records", "kind": "right", "text": "Compare sites using volunteer database records (leavers, shift changes) or grouped sites, since per-site survey results are far too imprecise for plus or minus 7 points"}, {"id": "travel_budget", "kind": "wrong", "text": "Spend all or most of the £45,000 on reimbursing travel because travel cost is the most-cited difficulty"}, {"id": "forecast_returns", "kind": "wrong", "text": "Forecast how many lapsed volunteers will return from the likely-to-return answers"}, {"id": "under25_scheme", "kind": "wrong", "text": "Set up a travel scheme for under-25s on the strength of the lapsed under-25 result"}]}, "split": "public", "verbatims": {"writer": "anthropic/claude-sonnet-5.5", "question": "What, if anything, would make volunteering with Riverside Food Network easier for you?", "answers": [{"text": "An online booking system. Having to ring or email the coordinator to get a slot is a faff.", "themes": ["scheduling"]}, {"text": "shifts getting cancelled the night before. I've arranged childcare around them and it's hard to rearrange at that short notice", "themes": ["scheduling"]}, {"text": "Let us swap shifts ourselves through an app or website instead of messaging a coordinator and hoping they see it.", "themes": ["scheduling"]}, {"text": "Simple: a proper rota online where I can see which sessions still need people and sign up in a minute.", "themes": ["scheduling"]}, {"text": "More notice if a shift is changing. Twice I turned up on a Saturday morning to find the session had been moved to the afternoon and nobody had told me.", "themes": ["scheduling", "communication"]}, {"text": "Being able to swap with another volunteer without it turning into a week of emails.", "themes": ["scheduling"]}, {"text": "Fixed shifts that stay fixed. I work in retail so I plan my rota weeks ahead, and last-minute changes make it really hard to commit.", "themes": ["scheduling"]}, {"text": "a booking calendar I can check on my phone", "themes": ["scheduling"]}, {"text": "Honestly, if I could book a month of Tuesday shifts in one go rather than week by week, that would save a lot of hassle.", "themes": ["scheduling"]}, {"text": "Please stop cancelling shifts at the last minute. A text at 8am for a 9:30 start is no good when you've already organised your day around it.", "themes": ["scheduling"]}, {"text": "Some sort of online sign-up with automatic reminders. At the moment it's a WhatsApp group where slots get lost in the chat and I never know if I've actually got a place.", "themes": ["scheduling"]}, {"text": "Easier swapping when something comes up, like being ill or a change at my paid job. A button to offer my shift to others would be perfect.", "themes": ["scheduling"]}, {"text": "Clearer confirmation that my shift is booked. I've turned up not sure whether I was on the list, and a self-service booking page would fix that.", "themes": ["scheduling"]}, {"text": "Not having shifts moved around with barely any warning. A week's notice would be fine, a few hours isn't.", "themes": ["scheduling"]}, {"text": "An app for booking.", "themes": ["scheduling"]}, {"text": "If the schedule was released earlier, say a month ahead, and then stuck to, I could plan my life around it much better.", "themes": ["scheduling"]}, {"text": "I'd love to pick my own shifts online instead of being allocated them. Being told 'Thursday 10 till 2' when I can't do Thursdays then means a round of emails to change it.", "themes": ["scheduling"]}, {"text": "Online rota, with the option to cancel or swap up to 24 hours before without having to phone anyone.", "themes": ["scheduling"]}, {"text": "Fewer last-minute cancellations, please. It's frustrating to get ready and turn up only to be told they've got enough people today.", "themes": ["scheduling"]}, {"text": "being able to see all nine sites' available shifts in one place and book whichever fits my week", "themes": ["scheduling"]}, {"text": "The booking process is a bit clunky and relies on one person's inbox. A shared online system where I could add and amend my own shifts would be much easier all round.", "themes": ["scheduling"]}, {"text": "Swap board. Somewhere to post a shift I can't make so someone else can pick it up, rather than just letting the team down.", "themes": ["scheduling"]}, {"text": "A rota that doesn't change after it's been sent out. I get that donations and numbers fluctuate, but being messed about with the times makes it hard to fit in around a job.", "themes": ["scheduling"]}, {"text": "Text alerts when a shift has been changed, plus an online system to rebook straight away. Sometimes I only found out about a change by chance.", "themes": ["scheduling", "communication"]}, {"text": "Let me book recurring shifts, like every other Wednesday, and then only need to cancel the odd one rather than rebook every single week.", "themes": ["scheduling"]}, {"text": "Easy online sign up and cancelling without feeling like I'm causing a problem. A form would do, it doesn't need to be anything fancy.", "themes": ["scheduling"]}, {"text": "Proper notice when things change. I've turned up to find the session time moved or the site layout different, and nobody had told me. Even a quick text the day before would help.", "themes": ["communication"]}, {"text": "Being told about changes before they happen, not after. Honestly I feel permanently out of the loop.", "themes": ["communication"]}, {"text": "tbh I usually find out about rota changes from other volunteers at the door, never from the organisers. A single email or WhatsApp message when something shifts would make it so much easier to plan around work.", "themes": ["communication"]}, {"text": "Advance warning. That's it.", "themes": ["communication"]}, {"text": "When the Thursday sort moved from the church hall to the new unit, I only knew because I bumped into someone in Tesco. Clear updates sent to everyone in good time, rather than word of mouth, would be a real improvement.", "themes": ["communication"]}, {"text": "Communication about changes, really. New rules on food safety or parcel contents seem to get passed round the regulars, and the rest of us hear weeks later, if at all. A monthly update email would do.", "themes": ["communication"]}, {"text": "If somebody could let us know earlier when opening hours or procedures are changing, i wouldnt keep feeling like the last to know. Sometimes I only spot things on the Facebook page days after.", "themes": ["communication"]}, {"text": "Getting the news first-hand and with enough notice. I've had cancelled sessions flagged up an hour beforehand, after I'd already set off.", "themes": ["scheduling", "communication"]}, {"text": "Help with bus fares.", "themes": ["travel"]}, {"text": "Parking charges near the Eastfield site add up, so a free permit or a reimbursed ticket would take the sting out of it.", "themes": ["travel"]}, {"text": "Honestly, the travel. Two buses each way and it takes me an hour and ten minutes door to door.", "themes": ["travel"]}, {"text": "if the nearest site wasn't a 40 minute walk from my flat i'd find it so much easier", "themes": ["travel"]}, {"text": "Petrol money. I drive 14 miles each way and with prices as they are it eats into my budget.", "themes": ["travel"]}, {"text": "A contribution towards my train fare would make a real difference, as the return ticket into the city is nearly £9.", "themes": ["travel"]}, {"text": "Being placed at a site closer to where I live. Mine is across the other side of the city and the journey is the hard part.", "themes": ["travel"]}, {"text": "Free bus passes for volunteers!", "themes": ["travel"]}, {"text": "Cheaper or free parking. £6 a day at the council car park is a lot to pay just to turn up and help.", "themes": ["travel"]}, {"text": "Distance, mainly. I live out in a village with hardly any buses so getting to the site means a long drive.", "themes": ["travel"]}, {"text": "Travel costs, simple as that. Even a day ticket is £5.20 and I have to use two different bus companies.", "themes": ["travel"]}, {"text": "Car sharing between volunteers would cut the petrol I spend getting across town.", "themes": ["travel"]}, {"text": "Nothing major, just wish the bus fare weren't so pricey. £2 each way adds up over a month.", "themes": ["travel"]}, {"text": "The journey takes ages because there's no direct route, so a closer distribution site would be brilliant.", "themes": ["travel"]}, {"text": "Reimbursing mileage.", "themes": ["travel"]}, {"text": "I'd love a free parking pass, as the street round the site is pay and display, £4 for four hours, and it really stacks up.", "themes": ["travel"]}, {"text": "Living on a pension, the return bus fare is a noticeable chunk of my week. Some sort of travel refund would help me a lot.", "themes": ["travel"]}, {"text": "Less travelling. Forty minutes on the bus each way is hard going.", "themes": ["travel"]}, {"text": "tickets for the tram would help, its £3.80 a go and thats before ive even got there", "themes": ["travel"]}, {"text": "If volunteers could get discounted rail fares or a railcard contribution, I'd be happier, as I come in from outside the city by train.", "themes": ["travel"]}, {"text": "Somewhere nearer to my house. Half an hour's drive plus fuel every time is more than I'd like.", "themes": ["travel"]}, {"text": "Fuel costs are the only real barrier for me, about £12 a trip.", "themes": ["travel"]}, {"text": "Having a site within walking distance of the estate where I live, so I wouldn't need to pay for buses at all.", "themes": ["travel"]}, {"text": "Bus fares in this city are ridiculous, so anything that cuts that cost, like a volunteer travel card, would be great.", "themes": ["travel"]}, {"text": "Some parking validation. £7 to leave the car near the Northgate site is daft when you're giving your time for free.", "themes": ["travel"]}, {"text": "Getting there takes me over an hour with a change at the station, so a nearer location would be a big help.", "themes": ["travel"]}, {"text": "Lift-share board, so those of us with cars could split the petrol with others who live nearby.", "themes": ["travel"]}, {"text": "Maybe a small travel allowance, even a fiver a visit would cover my fare.", "themes": ["travel"]}, {"text": "The cost of diesel to reach the site 11 miles from me is what I find hardest, especially with how fuel prices have been.", "themes": ["travel"]}, {"text": "Shorter commute!", "themes": ["travel"]}, {"text": "A simple thank you now and then. Most weeks I leave without anyone saying a word, and it'd mean a lot to be noticed.", "themes": ["valued"]}, {"text": "Honestly just feeling noticed. I turn up every Thursday at the Eastfield site, sort tins for four hours and nobody ever acknowledges it. A quick 'cheers, good to see you' from a coordinator would make such a difference.", "themes": ["valued"]}, {"text": "recognition tbh", "themes": ["valued"]}, {"text": "It would help if somebody noticed the hours we put in. A card at Christmas, a mention in the newsletter, anything really. We give up whole Saturdays handing out parcels in the cold, and a bit of appreciation would go a long way.", "themes": ["valued"]}, {"text": "Being thanked by name. After months of packing crates I still felt like a spare pair of hands rather than a person who mattered.", "themes": ["valued"]}, {"text": "Some acknowledgment of the time voluenteers give would be lovely, even just a thank-you at the end of a shift.", "themes": ["valued"]}, {"text": "Proper induction. I turned up on my first shift and was just handed a tabard and told to 'help out on the tables'. Nobody explained what goes where.", "themes": ["training"]}, {"text": "A short training session before your first shift would help loads. Even just a walkthrough of how sorting works and what the date-checking rules are, so you're not guessing and worrying you've binned something good.", "themes": ["training"]}, {"text": "more training tbh", "themes": ["training"]}, {"text": "Honestly, I never knew what I was supposed to be doing for the first few weeks at the Eastfield site. A simple one-page guide to each role, plus someone showing you the ropes properly, would have made a big difference to my confidence.", "themes": ["training"]}, {"text": "Clearer induction for new starters please. Things like where to put your bags, who the shift lead is, how the parcels are meant to be packed and what to say to people when they arrive. I picked it all up by watching others, which felt a bit hit and miss.", "themes": ["training"]}, {"text": "Better trainnig at the start. Just a proper explanation of each job on a shift so you can get on with it.", "themes": ["training"]}, {"text": "Parking, honestly. There are only about six spaces at the Eastfield site and the volunteers' cars fill them before the van can get in. A designated bay or two would help a lot.", "themes": ["access"]}, {"text": "ramp at the back door that isn't so steep", "themes": ["access"]}, {"text": "The front entrance has three steps and no rail, which is a struggle with my dodgy knee. A proper handrail would make a big difference, or letting us use the side door on the ground floor.", "themes": ["access"]}, {"text": "Step-free access. I use a wheelchair some days and the only way into the Millbrook hall is through the loading bay, which is often blocked by pallets. Clear access and a working door buzzer would be great.", "themes": ["access"]}, {"text": "Somewhere to park near the building without having to circle the estate for twenty minutes, especially when I'm carrying heavy boxes of tins from the car. Even a drop-off spot would help!", "themes": ["access"]}, {"text": "Doors to the sorting room are heavy and don't have an automatic opener, so I can't get through them on my own with my crutches. A push-button opener would solve it.", "themes": ["access"]}, {"text": "Nothing, it's fine as it is.", "themes": []}, {"text": "Honestly can't think of anything. Happy with how it all works.", "themes": []}, {"text": "No, all good.", "themes": []}, {"text": "I wouldn't change a thing about how volunteering works at Riverside. The sorting, the parcels, the shifts, it all suits me fine as it is.", "themes": []}, {"text": "Can't think of anything that would make it easier, it's easy enough for me already.", "themes": []}, {"text": "nothing really, its fine how it is", "themes": []}, {"text": "Not a thing! It suits me as it is.", "themes": []}, {"text": "There's nothing I'd add or change. Volunteering with Riverside has been straightforward from the start.", "themes": []}, {"text": "Everything's fine for me, thanks.", "themes": []}, {"text": "Pretty happy with it all as it is, so nothing to put here.", "themes": []}, {"text": "Nope.", "themes": []}, {"text": "I've had a good think and there's honestly nothing that would make it easier for me. It's fine as it is.", "themes": []}, {"text": "Fine as it is, really. Nothing needed from my side.", "themes": []}, {"text": "Can't come up with anything, sorry. No problems at all with how it works for me.", "themes": []}, {"text": "Nowt. It's fine.", "themes": []}, {"text": "If I'm honest, nothing. Sorting tins and handing out parcels has always just worked for me.", "themes": []}, {"text": "Not that I can think of. It's all fine.", "themes": []}, {"text": "Nothing at all, I find it easy enough as it is.", "themes": []}, {"text": "No complaints and no ideas for improvements, it works well for me as it is.", "themes": []}, {"text": "Don't think anything needs to change for me. Happy as it is.", "themes": []}, {"text": "Can't think of a single thing. Genuinely fine as it is.", "themes": []}, {"text": "None, it's all good from where I'm standing.", "themes": []}, {"text": "I'm struggling to think of anything because it's already easy for me. Nothing to add!", "themes": []}, {"text": "Nothing comes to mind. It works for me just as it is.", "themes": []}, {"text": "Honestly nothing. I've never found any part of it difficult.", "themes": []}, {"text": "All fine here, nothing I'd want different.", "themes": []}, {"text": "no, nothing. it's fine as is", "themes": []}, {"text": "It's already easy enough for me, so nothing I can suggest. Thanks for asking though.", "themes": []}, {"text": "Absolutely nothing. I'm happy with it the way it is.", "themes": []}, {"text": "Nothing that I can think of, it's simple enough as it stands.", "themes": []}, {"text": "Not really, no. It's fine as it is and I've nothing to add.", "themes": []}, {"text": "Can't say there's anything. It all works well enough for me as it is.", "themes": []}, {"text": "Nothing needed, thank you. It's fine as it is.", "themes": []}, {"text": "I don't think anything would make it easier, because it isn't hard for me as it is.", "themes": []}, {"text": "Zero issues from me and nothing I'd change.", "themes": []}, {"text": "Happy with everything as it is, so I've got nothing to suggest.", "themes": []}, {"text": "Nothing springs to mind, it's all fine for me.", "themes": []}, {"text": "Quite honestly, no. It suits me fine just as it is.", "themes": []}, {"text": "Nothing I can think of. Volunteering at my site works perfectly well for me as it stands.", "themes": []}, {"text": "Nah, nothing. All fine.", "themes": []}, {"text": "There's nothing that would make it easier as far as I'm concerned. It's fine the way it is.", "themes": []}, {"text": "Struggling to think of anything, since it's all been fine for me. Nothing to change.", "themes": []}, {"text": "Not a lot to say here, I'm happy with it as it is.", "themes": []}, {"text": "Nothing, thanks. I've got no complaints and no suggestions, it works for me.", "themes": []}, {"text": "I really can't think of anything. It's easy enough already.", "themes": []}, {"text": "Can't fault it for me personally, so nothing would make it easier. It's fine as it is.", "themes": []}, {"text": "Nothing in particular. It's fine the way it is, as far as I can tell.", "themes": []}, {"text": "None that I can think of!", "themes": []}, {"text": "Nope, nothing. Works fine for me as it is.", "themes": []}, {"text": "Everything about it is fine for me as it is, so I'd leave it all alone.", "themes": []}, {"text": "Nothing at all, it's no trouble for me as it stands.", "themes": []}, {"text": "It's alright as it is. Nothing I'd change or add.", "themes": []}, {"text": "I can't think of anything to improve things for me. It's fine just as it is.", "themes": []}, {"text": "Not that I know of, it's all been fine for me.", "themes": []}, {"text": "Nothing needed. Fine as it is, thanks.", "themes": []}, {"text": "Don't have anything for this one. It all works for me as it is, so I'm leaving it blank really.", "themes": []}, {"text": "Nothing to say here, it's fine for me as it is, no complaints, no suggestions.", "themes": []}, {"text": "Cannot think of one thing. It's already easy enough.", "themes": []}, {"text": "Honestly I think it's fine as it is, so there's nothing that would make it easier for me.", "themes": []}, {"text": "Proper notice when shifts change. I keep finding out on arrival that the session has been moved or cancelled.", "themes": ["scheduling", "communication"]}, {"text": "An online rota where I can book and swap shifts myself instead of ringing round, plus a text when anything gets changed. At the moment I'm the last to know.", "themes": ["scheduling", "communication"]}, {"text": "text alerts for rota changes please. been left out of the loop more than once and only found out when i got there", "themes": ["scheduling", "communication"]}, {"text": "Fewer last-minute cancellations, and if they have to happen, tell us the day before, not an hour before. I've turned up to a locked door at one of the sites with no warning at all.", "themes": ["scheduling", "communication"]}, {"text": "Tell us when shifts change. Nobody ever does.", "themes": ["scheduling", "communication"]}, {"text": "Honestly, a simple app or website for swapping shifts. Right now it's all group messages that I never seem to see until it's too late, so I'm always out of the loop on who's covering what.", "themes": ["scheduling", "communication"]}, {"text": "Rota changes seem to get decided and then not passed on. I'd like an email as soon as my Thursday shift is moved or dropped, rather than hearing about it second-hand from another volunteer.", "themes": ["scheduling", "communication"]}, {"text": "Online booking. And stop changing the rota without telling people!", "themes": ["scheduling", "communication"]}, {"text": "If a shift is cancelled, let me know in good time so I don't plan my week around it for nothing. I tend to find out late, or sometimes not at all.", "themes": ["scheduling", "communication"]}, {"text": "Swapping shifts is a faff. You have to phone the coordinator, who's often busy. A shared online calendar would help, and a notification when things change, because I'm usually the last to hear.", "themes": ["scheduling", "communication"]}, {"text": "advance warning of changes, a week if possible. my saturday sort shift got moved twice and i only knew because i happened to ask someone", "themes": ["scheduling", "communication"]}, {"text": "Consistency, mainly. Once I've booked a slot it should stay put, and if it has to change then somebody should actually contact me. Too often I feel like I'm guessing what's happening with the rota.", "themes": ["scheduling", "communication"]}]}}]}