Customer Research and Insight
What our customers think of our service is really important to us…. after all we are really proud of our key role in ‘improving people’s lives’. But is it really ok for us to say that, if we don’t ask them to find out?
Well guess what…we’ve done just that…and guess what…our customers genuinely do believe that we improve their lives and they are really satisfied with the service we provide. That is really fantastic and something that we can be really, really proud of.
They also told us a few areas where we could get better, and that’s great too, because now we can have a clear view of the areas that are important o them and where we should focus our attention as we develop new programmes and improve existing ones.
So how did we get the feedback?
An independent research organisation carried the research for us across the Pathways to Work (P2W) and Flexible New Deal (FND) programmes between August and September 2010. Over 2,000 customers from A4e and our partners, who had been on the programme for more than 2 weeks took part.
Satisfaction
- 81% of customers are very or fairly satisfied with the Flexible New Deal service, with 58% claiming to be very satisfied
- 95% of Pathways to Work customers were very or fairly satisfied with the Pathways services, with 82% stating that they were very satisfied.
Likely to recommend
- 81% of Flexible New Deal customers are likely to recommend A4e to another individual
- 95% of Pathways to Work customers are likely to recommend A4e to another individual
Improving lives
- 87% of Flexible New Deal customers believed that their lives would become better as a result of receiving Flexible New Deal help from A4e.
- 96% of Pathways to Work customers believed that their lives would become better as a result of receiving P2W help from A4e.
Confident to find employment
- 77% of Flexible New Deal customers felt that they felt confident about being able to find employment.
- 78% of Pathways to Work customers felt that they felt confident about being able to find employment.
