Customer Realtionship Management by pfx36430

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									Title:                                      Voluntary Sector Support Team Survey 2009
Description:                                Results of VSST Survey
Theme:                                  Corporate
Keywords: (separate with semi colon ; ) customer; satisfaction
minimum of 2

Period Start: (yyyy/mm)                     2009/01
Period End: (yyyy/mm) (if applicable)
Reporting Frequency:                        Annual
Smallest Geographical Unit:
Largest Geographical Unit:
Demography used: (if applicable)
Statistical calculation used: (if
applicable)




Original Source : (Where the Data
                                            Primary research by Research Sandwell
originally came from, web link, etc)
Date Received:

Research Sandwell Data Owner:
                                            Christine Wright
(Contact Name for data)
Job Title:                                  Principal Research Officer
Company:                                    Sandwell MBC
Tel No:                                     0121 569 3058
Email:                                      christine_wright@sandwell.gov.uk

Date Worksheet Completed:                   2.2.2009
Version:                                    v1
Last Amended By:                            Christine Wright

Change Log: (brief description of
changes that have occurred to the dataset
since the previous version)
Details of changes to be kept in Change
Log




Notes:
Total respondents                                                 22


How satisfied are you with the training or information
that the VSST has given you with regard to new
Council initiatives e.g. outcomes funding / full cost
recovery?

Base                                                               22
                                                             100.00%
Very satisfied                                                      6
                                                              27.30%
Fairly satisfied                                                    5
                                                              22.70%
Neither satisfied nor dissatisfied                                  6
                                                              27.30%
Fairly dissatisfied                                      -
                                                         -
Very dissatisfied                                                  1
                                                               4.50%
None provided                                                      4
                                                              18.20%



How satisfied are you with the overall standard of
service provided by the Voluntary Sector Support
Team?

Base                                                               22
                                                             100.00%
Very satisfied                                                     11
                                                              50.00%
Fairly satisfied                                                   10
                                                              45.50%
Neither satisfied nor dissatisfied                                  1
                                                               4.50%
Fairly dissatisfied                                      -
                                                         -
Very dissatisfied                                        -
                                                         -
To what extent would you
agree…………….

                                                  Base


                                                              Strongly Tend to
                                                               agree    agree
...that your Funding Officer understands your
organisation?                                            22         18        3
                                                               81.80%    13.60%
...that you have regular access to your
Funding Officer?                                         21         17        4
                                                               81.00%    19.00%
...that your Funding Officer has been
responsive when you have needed them?                    22         18        3
                                                               81.80%    13.60%
...that when the Council is unable to help,
your organisation has been signposted or
referred to a more appropriate organisation?             21         7         8
                                                               33.30%    38.10%
...that your Funding Officer is well informed
about Council policies and processes?                    22         12        9
                                                               54.50%    40.90%
...that your Funding Officer adds value to your
relationship with the Council?                           21         14        5
                                                               66.70%    23.80%
...that you have been adequately informed of
any changes to the VSST's working
arrangements when they occur?                            22         7         12
                                                               31.80%    54.50%
...that your Funding Officer has worked with
accuracy?                                                22         14        6
                                                               63.60%    27.30%
...that your Funding Officer has met agreed
deadlines?                                               22         15        7
                                                               68.20%    31.80%
 Neither
agree nor Tend to Strongly
disagree disagree disagree

-                    1-
-                4.50% -

-            -         -
-            -         -

         1-            -
     4.50% -           -


         6-            -
    28.60% -           -

         1-            -
     4.50% -           -

         1-                    1
     4.80% -               4.80%


         2           1-
     9.10%       4.50% -

         2-            -
     9.10% -           -

-            -         -
-            -         -
Do you have any suggestions as to how our services could be improved?

1    I think the full cost recovery exercise has left a bad feeling in the voluntary sector. We were advised
2    I would suggest that services could be improved through offering respective vol and com orgs with l
3    NEED MORE INFORMAION ON THE ROLE OF THE VSST & THE EXTENT TO WHICH IT CAN H
4    Service fit for purpose.
5    No. Our support officer is very helpful.
6    more regular meetings not just reviews but meeting to catch up on opportunities / decisions
7    Not really.
8    It would be helpful if there was more support in helping put in the SLA targets or outcome measures



Is there anything else you would like to add about the VSST or the service provided?

1    I have been very impressed with the service we have received, with our officer's knowledge, commi
2    VSST are very helpful and supportive. Our funding officer is very approachable and we have mainta
3    Although there has been numerous discussions with the government and local authorities around fu
4    OFFICER I HAVE DEALT WITH - CINDY HUDSON - HAS BEEN VERY HELPFUL.
5    Very responsive. Excellent service & good relationship with allocated officer.
6    I am very impressed with the time and effort that Cindy Hudson spends in her visits with me and the
7    a guide to clarify what they can enable and waht they can suppport. on the majotr cost cutting roun
8    Keep up the good work!
9    The funding officers are doing a good job however they are being let down by senior management w
untary sector. We were advised that you are currently only paying 50% of the full cost of the service we provide for
spective vol and com orgs with longer service level agreements between 3 - 5 yrs. This approach will enable the sec
 EXTENT TO WHICH IT CAN HELP VOLUNTARY ORGANISATIONS.


 pportunities / decisions

LA targets or outcome measures that meet the council's strategic objectives. This would assist the support officer in u



ervice provided?

 our officer's knowledge, commitment and conscientiousness. Thank you
 proachable and we have maintained a good wokring realtionship over the years. I just feel at an operational level we
nt and local authorities around full cost recovery being the way forward, this does not appear to be taken into conside
ERY HELPFUL.

nds in her visits with me and the professionalism of the feedback received.
 on the majotr cost cutting round i think the manner in which the council opperated made funding officers relatively p

t down by senior management who do not consult either vs or funding officers when making decisions that impact up
he service we provide for you, yet there are no strategies in place to reduce the gap between what is received and w
proach will enable the sector to be in a better position when planning, developing, implementing and evaluating new




sist the support officer in understanding what the organisation does and also help them be proactive in sustaining fu




 at an operational level we seems to work very well with the council officers at operational level but unfortunately at s
ar to be taken into consideration or reflected in the amounts of financial support allocated to the third sector. if we ar



 unding officers relatively powerless

ng decisions that impact upon both parties e.g. funding officers were not aware of the fundng cuts until the same time
en what is received and what is paid.
enting and evaluating new and existing services.




 proactive in sustaining funding.




evel but unfortunately at strategic level the council seems to disatnce it self from the Vol Com Organsiation and an e
o the third sector. if we are serious about manitaining the quality and added value that the third sector provides, we




ng cuts until the same time as the v.s. In addition to this SMBC is very poor at informing v.s about funding opportunit
om Organsiation and an example of this would be the recent threat of funding cuts.
 third sector provides, we need to analyze and implement this approach     in the mid to long term.




s about funding opportunities that exist within the council.
6 Towns Credit Union
Warley Woods Community Trust
Groundwork Black Country
Confederation of Bangladeshi Organisation (CBO)
Community Action Project
CARES
Brook Street Community Centre
WEDNESBURY RUGBY UNION FOOTBALL CLUB
(SVI) Sandwell Visually Impaired
Guru Nanak Gurdwara
ASIRT
Lion farm Action Centre
Sandwell Mind
Victim Support
West Bromwich African Caribbean Resource Centre
Sandwell Council of Voluntary Organisations
Relate Birmingham
Sandwell Traders Association
Smethwick Pakistani Muslim Association
West Smethwick Enterprise
Warley Health and Fitness Centre
Princes End Community Centre - Mother & Toddler Group

								
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