5.8 Source of Enquiry In the last year, 25% of all enquiries were from individuals who had previously contacted the service, indicating a consistent level of repeat engagement. The remaining 75% were new contacts , reflecting ongoing outreach and accessibility. 20% of enquirers discovered the service through a search engine or the Vale of Glamorgan website , highlighting the importance of digital visibility. When comparing this year ’ s data with the previous year, there has been a notable increase in the number of enquiries recorded as ‘ not known ’ in terms of referral source. This is likely due to the high volume of emails and brief telephone calls, where it is not always possible to capture how the enquirer heard about the service. There has also been a significant rise in enquiries attributed to publicity efforts . This increase is largely due to the introduction of a ‘ publicity ’ option within the Dewis enquiry recording module. There ’ s also been an increase in referrals via the First Advice Line and other council services.
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