Results of client satisfaction survey, 2007

The survey aimed to find out how useful our advice had been, and to collect more general perceptions about our service. Some main outcomes:

- Forty-three out of 45 clients said both that they would use the CAB again and would recommend it to friends.

- A key claim of the CAB service is that we are client-centred and give the necessary time to explore clients' advice needs at interview. Thirty-six people (80%) said they were 'Very happy' about the time they had to discuss the problem. This is a very positive acknowledgement of our advisers and the service we provide.

- Not all advice issues are capable of straightforward resolution by CAB advisers, but thirty-five clients (78%) still said that the actual result of our advice was either 'Brilliant' (17 people) or 'Good enough' (18).

- An interesting outcome of the survey was the sympathetic recognition by some clients that waiting to see an adviser or get through for telephone advice was a problem of our limited capacity, and one they could understand. One client compared the experience of waiting at the CAB with an airport: 'The wait is forgotten once you are moving'.

- There were some criticisms of our premises at Stockport (Greek Street). We are well aware of their limitations. Re-location of the CAB in central Stockport is likely in the medium term.

We would like to thank those people who participated in the survey. Our Trustee Board received the report at its February meeting, it has been shared with paid and volunteer staff, and will be discussed at staff meetings. We value the survey feedback to help us to do the best possible job within the resources available to us.

We anticipate conducting a follow up survey in 2008-2009.

15th February 2008

 

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