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Analysis-of-Customer-Satisfaction-Survey-Round-2011-2

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					                                     Analysis of Customer Satisfaction Survey

                                               Round 2011 2 (April - May)

From all applications received and processed, 25% were selected at random and sent a customer
satisfaction survey form with a SAE for its return. This included awarded and rejected applications.

We had 50% of those issued returned completed.

The feedback from those completed forms is summarised below:-

Question 1

Where did you hear about the foundation?

50% said from a helper agency such as WCAVA

10% said by word of mouth

0% said web

0% said by local press

0% said by leaflet

40% said by other means such as local council seminar

0% made no comment

Question 2

Is information about the foundation easily accessible?

100% said fairly accessible

0% said Very accessible

0% made no comment

Question 3

When asked to score the application process the results given were:

       7
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       4
       3
       2
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             Poor    Below Average   Average      Above Average   Exceptional
Question 4

Did you find the person who contacted you from the foundation friendly/helpful?

100% of all completed forms stated that they found the foundation staff they had dealt with friendly and
helpful and one comment received was:

‘Extremely helpful at all times.’

Question 5

If you were contacted for further information, how did you find it?

90% said it was straightforward.

10% had no comment.

Question 6

How satisfied where you with the overall process?

33% were very satisfied

25% were satisfied – ‘Even though I failed to get any grant.’

Question 7

Would you recommend the foundation to other groups?

100% said yes they would.

Question 8

In your opinion, what is the best thing about the Foundation?

Applicants liked the ease of the application process and the communications they have with the foundation.
Some comments received were:

‘Without the support of foundation staff we would have found it extremely difficult.’

‘Plenty of support before applying.’

‘No complications, friendly staff.’

Question 9

Do you have any suggestions on how we could improve our grant making process?

80% said no improvement needed.

20% made suggestions but not actually aimed at the foundation but helper agencies.

Question 10

Any other comments?

60% has no other comments

40% mainly showed their appreciation and thanks with comments such as;

‘Although we returned our grant for ethical reasons our views were respected – Many thanks.’

				
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