Frontline staff see how well a service really works for vulnerable consumers, and whether they have what they need to help. This questionnaire asks them - about training, resources, procedures and being listened to - so their feedback shapes how the organisation supports vulnerable consumers.

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This form template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
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• Form number and title
• Information-classification
• Version
• Page number / total pages

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Further Reading

Further guidance on consumer vulnerability and staff awareness:

• Consumer Vulnerability
• Awareness of the Management System
• Competence and Training

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How to Download

To get access to this file please click on Add to Cart to purchase for immediate download. If you have an alphaZ Subscription just click on Download Files to view all the files available to download. This form is also included in the ISO 22458 Consumer Vulnerability Toolkit and every alphaZ ISO toolkit that covers consumer vulnerability, so the toolkit route gives you this file plus everything else you need in one download.

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If you'd like hands-on help gathering staff feedback on consumer vulnerability, or your wider consumer vulnerability arrangements, our remote support services provide direct expert input from our team, by the day, by project, or on an ongoing basis.

Consumer Vulnerability Staff Questionnaire Template

A staff questionnaire for gathering frontline feedback on how well the organisation supports consumers in vulnerable circumstances. Staff rate performance across training, resources, procedures, awareness of response options and how well their concerns are acted on, with space for comments and suggestions.

ISO 22458 expects organisations to equip and support staff to identify and respond to consumer vulnerability, and to listen to their feedback. This questionnaire gives you a simple way to collect that input and evidence it.

Built for ISO 22458 Consumer Vulnerability

The questionnaire covers what a staff feedback review needs:

• Whether staff have the training they need to do their job
• Whether they have the resources to help consumers and improve outcomes
• Whether procedures, processes and systems help identify and support vulnerable consumers
• Whether staff are aware of response options and their concerns are acted on

What's Included in this Consumer Vulnerability Staff Questionnaire

The questionnaire is set out as rated statements with space for comment:

• Rating statements - training provided, resources to help consumers, resources to improve outcomes, effective procedures to identify and help vulnerable consumers, awareness of response options, and acting on staff concerns
• Comments - space to explain any low scores and to suggest how the service for vulnerable consumers could be improved

Who Needs a Consumer Vulnerability Staff Questionnaire?

Any organisation that serves consumers and wants to know how well its people are equipped to support vulnerable ones. It suits smaller firms meeting consumer duty and fair-treatment expectations, and anyone working towards or maintaining arrangements aligned with ISO 22458.

Included in the ISO 22458 Consumer Vulnerability Toolkit

This form is part of the ISO 22458 Consumer Vulnerability Toolkit - the policies, forms, registers and guidance for identifying and responding to consumer vulnerability in one download - and is included in every alphaZ ISO toolkit that covers consumer vulnerability.

Pairs with the Consumer Vulnerability Monitoring Form

Staff feedback is one input to a wider review, so it pairs with the F-Q103 Consumer Vulnerability Monitoring Form, which brings together registers, training, feedback, accessibility and service provision into a periodic monitoring check.