Client Satisfaction Survey Report 2016
In July 2016 the annual electronic Client Satisfaction Survey was carried out with the purpose of collecting feedback on levels of client satisfaction with Community Energy Scotland's work over the past year (April 2015-March 2016). The survey was sent out to 93 clients.
This generated a response rate of 41.9% with the 39 responses split across:
Charities (66.6%) Local Authorities (7.7%) Business (15.4%) Housing Association (2.6%). There was no response from the three Academic Institutes contacted.
The data collected show overall overwhelmingly positive results. The feedback received covered the areas of:
- client experience
- helpfulness and responsiveness
- specialist technical and environmental knowledge
- funding and advice
- community engagement.
The following include some of the questions asked and responses received.
How responsive were we to your needs?
92% said we were ‘very or extremely responsive’
How do you rate our technical knowledge?
92% said ‘high or very high’
How do you rate our knowledge of the policy and regulatory environment?
92% said ‘’above average or excellent’
How well do you rate Community Energy Scotland in providing objective and independent advice?
82% rated us as ‘very or extremely well’
Overall, the feedback was on the whole extremely positive with a small minority of indifferent responses. As the response rate was under half of the total clients contacted, for future years it may be beneficial to extend the survey period and send out additional reminders for completion to ensure a higher response rate.