SURVEYS 2024

Satisfaction survey

1) SURVEY ON THE MASS AFFILIATION PROCESS OF NON-UNIVERSITY TEACHERS 2024

OBJECTIVE:

The objective of this survey has been to know the degree of satisfaction as well as the possible improvements to be introduced in the process of mass discharge of teachers in non-university education, carried out by the Mutuality during the year 2024.This survey is part of the I.4.2 projects. “Review of the Affiliation Process” and IV.2.2- “Satisfaction Surveys”, of the strategic plan of the Mutuality “Muface Progreso 2021-2024”.

It has a special interest this year, since new developments have been introduced in the process. Very significantly, in the improvement of the referral of data and in the information to new career teaching officials by the autonomous communitieshas had an impact the meeting held in April 2024 by the General Directorate of MUFACE and its team with the heads of educational personnel of autonomous communities and cities,This generated a structured and fruitful dialogue with the provincial directorates of the Mutuality, which made it possible to solve errors in advance.

In addition, it is noteworthy that there was oneintense internal collaborationwith some Provincial Services whose mass numbers of teachers undoubtedly exceeded their management capacity, given the existing staff at that time. This happened notably in Catalonia, where 18,000 people entered as career officers. So muchthe OPM (Multipurpose Office of MUFACE in Murcia)Like other provincial directorates, they collaborated with offices of this Autonomous Community, both in processing and in dealing with new and new mutualists.

SURVEY CONFIGURATION AND SURVEYED POPULATION

In order to be able to know and evaluate the degree of satisfaction of the mutualistic people, a simple questionnaire was prepared consisting of 10 questions of closed answer: five questions about the degree of satisfaction, two about information channels and three about the affiliation process itself (two of them conditioned). Given that, in the past, the percentage of participation was less than 0% of the universe considered, and in order to guarantee the obtaining of a higher number of responses than what is considered the statistically significant sample,Mails were sent to the total population (34,610).

On November 22, the survey was sent by email to a total of 34,610 mutualists, of the teaching bodies with codes 0531, 0511, 0590, 0591, 0592, 0593, 0594 0595, 0596, 0597 and 0598 whose discharge in Muface occurred in the period between August 15 and October 31, 2024, being condition to have already made the choice of health entity.

The survey was created with the application of management and edition of forms (FORMA) of the Spanish Agency of Digital Administration. This application guarantees confidentiality and anonymity of the answers.

RESULTS:

The survey was answered by 3,535 mutualists, which is equivalent to 10.21% of the population. The statistical significance has been achieved, being greater than 385.

SUMMARY AND CONCLUSION:

1-About 90% of the new mutualists from teaching bodies have completed their affiliation to Muface and the discharge of their beneficiaries through electronic means, using electronic identification (Cl@ve, digital certificate, ID e, etc.) (93.8% of headlines and 89.32% of beneficiaries). The small percentage that has not used electronic media alleges problems at Muface’s electronic headquarters. As for the discharge of the entity,There is a small increase of 1.4% in utilization, based on data from the survey of the year 2023, just as the use of digital beneficiary registration increases slightly (from 87.1% to 89.32%).

2-About 40% of new mutualists have obtained information regarding the affiliation process from MUFACE’s own sources, being the most used the web form/App (65.5%), the telephone of the offices (19.81%) and the Muface talks in the provinces (7.86%). Muface’s least used channels are Linkedin (0.42%), “X” (1.85%) and the 060 phone (4.56%). Within the channels outside the mutuality, the most used are co-workers (24.5%), educational personnel bodies (18.2%) and trade unions (16.7%). It is worth noting the increase in the use of educational personnel bodies from 14.8% in 2023 to 18.2%, apparently to the detriment, above all, of trade unions as a source of information on the affiliation process (20.6% in 2023 to 16.7%).

3-Regarding the degree of satisfaction, both in the affiliation process, in the discharge of the health entity, and in the discharge of beneficiary,A score close to 7 out of 10 has been obtained. Regarding the communication channels, the website is well valued (with more than 6 out of 10), on the other hand, the talks offered by Muface and the office phone have a rating of more than 5 out of 10, while the other channels get a score of less than 4 out of 10, although it must be said that they have a very residual use (Linkedin, X and 060).

4- The clarity and usefulness of the“Guide to New Mutualists”Found on the website, it is valued with notes close to 7 out of 10.

5- Participation in the survey decreased in 2024 compared to 2023, from 16.3% to 10.2%.

It has been of great help in the process and has undoubtedly contributed to the satisfaction of the collective the permanent dialogue with the autonomous communities, which allowed the prior explanation of the requirements in the sending of information, One of the improvement challenges assumed in the 2023 survey. The numbers have also been intensifiedtalks offered by MUFACE to these people, either in collaborationWith the autonomous bodies of educational personnel, either with unions in the field. Some improvements to the electronic services required for the mass registration scheduled for the 2025 financial year will undoubtedly make it easier for the teaching community, which uses this channel for the most part.

The continuous improvement of these three areas remains the challenge for future mass highs, whether of teaching bodies or other groups.

2) MUFACE SCHOLARSHIP SURVEY

The objective of this survey has been to know the degree of satisfaction, as well as the possible improvements to be introduced in the aid granted by Muface, subject to annual call, of “Study Grants for Mutualists”.

The realization of this survey is part of the project - “Satisfaction Surveys”, of the strategic plan of the Mutuality “Muface Progreso 2021-2023”.

In order to be able to comply to know and evaluate the degree of satisfaction of the mutualistic people, a simple questionnaire was prepared consisting of 5 questions of closed answer: one of diagnosis of the help, another of assessment and three questions on the analysis of improvement. Question 5, regarding possible improvements, was conditional on the answer in question 4 “to increase the study options contemplated in the call”.

On February 27, the survey was sent by email to a total of 3,485 mutualists from all provinces, who had received this aid in recent years (from 2019 to date). The deadline given to answer this survey was two weeks, and it ended on March 11.

The survey has been created with the application of management and edition of forms (FORMA) of the General Secretariat of Digital Administration. The survey was sent from the email muface.informa@muface.es through a link in the body of the email.

RESULTS:

The survey was answered by 735 mutualists, which is equivalent to 21.1% of the population. Statistical significance has been achieved, since the number of questionnaires answered is greater than 385.

  • 1-73.3% of respondents think that the financial amount to receive in the last call for Study Grants is insufficient (275.0 €).

  • 2-In the evaluation question about Study Grants, an average score of 5.2 was obtained, which is a low score compared to the average obtained in most of Muface’s benefits/grants.

  • 3-57.1% of respondents think that the submission of applications through the electronic headquarters is adequate and sufficient. 24.9% think that another telematic channel such as the Muface App should be enabled.

  • 4-67.3% of respondents think that the next call would improve by increasing the economic amount to be received, followed by 16.6% who think that the number of approved credits required should be reduced. Among the 16.1% who answered to increase the type of studies, 65.3% believe that it should be opened to a second master’s degree.

According to the results of the survey, in the recent call for study grants 2024, the amount of scholarships has been increased and its scope has also been expanded, covering second degree or equivalent degrees and official master’s degree.

3) SURVEY ON CARE PROVIDED BY THE MUFACE OFFICES

The objective of this survey has been to know the degree of satisfaction, as well as the possible improvements to be introduced in terms of attention to citizenship (mutualists) offered in the offices of Muface, both from the point of view of facilities/accessibility, as well as face-to-face, telephone and through the web form/App.

This survey is part of the I.4.2 projects. “Review of the Affiliation Process” and IV.2.2- “Satisfaction Surveys”, of the strategic plan of the Mutuality “Muface Progreso 2021-2024”.

A questionnaire was prepared consisting of 7 questions with a closed answer: two of them with a general framework, four questions about the degree of satisfaction, and one of analysis of improvement. The first general question was of a conditional type and asked if the respondent had to go in person, or had been served by telephone or through the web/App form in his Muface office during 2023; in case of answer that NO, the survey was closed having to answer only question 2 related to his secondment office. In case you answered that YES to the first question, in addition to the question about the secondment office, the 4 assessment questions and the question about possible improvements to implement were displayed.

On January 31, the survey was sent by email to a total of 20,000 mutualists, from all provinces, in a number proportional to the collective existing in each province.. The deadline for replying to the survey was two weeks, and it ended on February 15. Due to a problem in the mass sending of emails, on February 15 the questionnaire was sent again to 7,872 mutualists, increasing the deadline to complete the survey until Friday, February 23.

FORM AND SHIPPING

The survey has been created with the application of management and edition of forms (FORMA) of the General Secretariat of Digital Administration. The survey was sent from the email muface.informa@muface.es through a link in the body of the email.

RESULTS:

Emails were sent to a total of 20,000 mutualists. The survey was answered by 1,985 mutualists, which is equivalent to 9.9% of the population. It has to be taken into account that these are not surveys carried out in the offices but at a distance, that is, each mutualist has received an email, which eliminates the biases of proximity to the employees managing the care.

The conclusions drawn are as follows:

  • 1-About 10% of the new mutualists surveyed participated in the survey and 5% answered that they had received some kind of attention in the offices located in the territory throughout 2023.

  • 2-In the questions of valuation of the offices has been obtained an average score close to 7.0 (6.9), result of making the average of the score obtained in the question of facilities, face-to-face care, telephone and attention through the web/App form.

  • 3-The respondents valued the headquarters with a note of 7.4, taking into account the location, accessibility, furniture, etc., of the same. The most used channel of attention is the face-to-face one. Face-to-face and through the web form of the mutualists has obtained a score of 6.9; while telephone attention has been the worst valued with an average score of 6.3.

  • 4-The improvements that the mutualists have proposed in the first and second place to improve the attention in the offices are the telephone reinforcement and a greater human resources endowment.

The average grade of 6.9, taking into account the circumstances of limited staff in MUFACE and in general in the General Administration of the State, is considered good, although it is clear that there are sections such as telephone attention that must be improved. In any case, it is clear that the mutualists continue to make use of face-to-face care, which must be maintained and enriched with more resources, in order to neutralize the digital divide and attend to the issues that at this moment inexcusably require going to the offices as well as to people who do not use electronic procedures due to their age or conditions.