Customer Satisfaction Survey Report 2016

Voluntary & Community Sector Organisations Survey Report

2016

Researcher: OZGE PERVANE

ONE COMMUNITY ML Survey 2016 One Community Eastleigh, Registered Office: 16, Romsey Road, Eastleigh, SO50 9AL. Registered Charity Number 1052978, Registered in England as a company limited by guarantee number 3132524

TABLE of CONTENTS

INTRODUCTION.................................................................................................................................. 3 MAIN FINDINGS ................................................................................................................................. 4 1. Respondent Information ............................................................................................................ 4 2. Survey Results ............................................................................................................................ 5 2.1 Question 1 ............................................................................................................................ 5 2.2 Question 2 ............................................................................................................................ 9 2.3 Question 3 .......................................................................................................................... 11 2.4 Question 4 .......................................................................................................................... 14 2.5 Question 5 .......................................................................................................................... 16 2.6 Question 6 .......................................................................................................................... 17 ADDITIONAL COMMENTS ................................................................................................................ 20 CONCLUSION ................................................................................................................................... 21

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INTRODUCTION One Community is an independent charity, established in 1978, to support the voluntary and community sector. It works closely with local groups and partners for the good of the area and its communities to support and empower individuals and communities to achieve their aims and objectives. One Community provides a range of care, transport and information services aimed at improving the quality of life for those it serves and helping its communities to flourish. Its aim is to be a strong voice of, and advocate for, the voluntary and community sectors, especially in the articulation of need.

The questionnaire was designed to find out about voluntary and community sector experiences for the last year and expectations for the coming year, to help One Community to improve services and meet expressed needs. These survey results provide crucial information about the issues that Voluntary & Community Sector Organisations face, helping One Community to think up better ways to support and navigate them.

The Voluntary & Community Sector Organisations Survey was completed in February 2017 and respondents were asked about their experiences relating to 2016.

The information is provided by 12% of respondents (47 people) who completed the Voluntary & Community Sector Organisations Survey between November 2016 and February 2017. As requested, this survey report was gathered by means of a questionnaire. A paper survey was sent from One Community by post or email.

The survey was composed of 6 questions (open ended and multiple choice questions) and asked for comments. In this report, charts and tables have been used to present the information in a clear way. It should be noted that some respondents did not answer all the questions, which have counted as a missing value in analyses. The survey data was analysed by using SPSS statistics software.

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MAIN FINDINGS 1. Respondent Information The people completed the survey were from a variety of organisations with various positions.

Positions of the respondents are: admin support, advisor to chairman, advocacy manager, chair of trustees, chair, chairman, commanding officer, community & youth chair, coordinator, development manager, director, executive director, finance volunteer & administration officer, group leader, honorary secretary, manager, operation manager, operations manager, organiser, president, project coordinator, secretary, shop manager, treasurer, volunteer coordinator, volunteering consultant, workforce development team leader.

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2. Survey Results

2.1 Question 1 Respondents were asked if the service provided by One Community’s Voluntary Sector Support had been helpful to them in the last year. The results are shown in Figure 1.

Figure 1. Respondents answer to the first question as percentages The first thing to say is that the overwhelming majority of respondents (76%) are satisfied with the service provided by One Community’s Voluntary Sector Support (Fig 1). A fourth of respondents said they had not used the service. None of the respondents have found the service unhelpful. As a result of this figure, the respondent who used the One Community’s Sector Support found it useful.

In the first question of the survey, respondents were also asked to leave a comment on their experience with the service. As seen in Table 1, there are 31 respondents who wrote a comment 5

to the first question which is equal to 66% of the total. Respondents who did not write any comment on this question were shown as the missing value.

Table 1. Case summary of the reason to use One Community’s Voluntary Sector Support Service Case Summary Cases Valid N Reasonsa

Missing Percent

31

66.0%

N

Total Percent

16

34.0%

N

Percent 47

100.0%

a. Dichotomy group tabulated at value 1.

Comments included: ‘We are always thrilled to follow up any potential volunteers forwarded to us by One Community’ ‘We have successfully gained volunteers for our group’ ‘I have used them for advice and to provide service.’

‘Provided volunteers for our organisation’ ‘Monthly use for the [organisation’s] Club – Transport Promotion of the [organisation’s] Group’ ‘We have used the service for courses for staff and volunteers and also received potential volunteers from Volunteer Wessex.’

‘We are fortunate that we can call on the Good Neighbours Support Service for help and advice as necessary – without that we might call on you more often.’

‘We had valuable help from One Community when setting up our voluntary group. I expect we will call on them again for advice when we go in search of grant funds.’ ‘with governance advice & some staff training’ ‘One Community provided assistance with finding volunteers for two fun days this summer.

Unfortunately the two people that came forward were not able to volunteer on the days required.’

‘Very good. Use the community bus to collect people for our fundraising events’ ‘We only used the community transport for occasional outings’ ‘A simple phone call has often helped me to help a member of our group, or at least point me in the right direction’ ‘Very good. But due to our ageing resident not used enough.’

‘Information via "DO IT" enquiry was forwarded to us for attention and the applicant was contacted but no response received.’

‘Advice on funding has been helpful’ ‘Carol Grant has been helping with establishing a safeguarding policy and an up to date Constitution for [organisation].’

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‘The transport office do their best to get us drivers but cannot always so I have to cancel my meetings.’

‘Signposted volunteers to us.’

‘Satisfactory service throughout the year’ ‘Continuing to funnel potential volunteers through to us’ ‘We have a really good communication and service. Many thanks for that.’

‘Always helpful and a font of knowledge when needed. Some good opportunities to advertise our vacancies.’

‘Yes, we have advertised through you and received advice’ ‘The service has provided us with excellent advice and support in creating our volunteer policies and documents. Their marketing and signposting of our volunteer opportunities has successfully identified volunteers for our project.’

‘All the staff is very helpful and friendly, it is always a pleasure to get in contact.’

‘We have used the service for DBS checks, sourcing information on local lunch and other clubs and for benefits information.’

‘Took part in the Eastleigh Mela 2016 was part of the Diversity Award Panel and attended Diversity dinner’ ‘I have received several applications through 1community and have had great success with them!’

‘Very helpful staff and responsive to questions’ ‘Helpful advice provided about Gift Aid. Some use of publicity events.’

These comments were categorised to the seven variables according to the reasons to use the One Community’s Voluntary Sector Support Service. Table 2 indicates the general reasons to use the service as frequencies and percentages.

Table 2. Reasons to use One Community’s Voluntary Sector Support Service Reasons Frequencies Responses N Reasonsa

Percent

Percent of Cases

To gain volunteers

13

31.0%

41.9%

To take advice and support

14

33.3%

45.2%

For transport service

4

9.5%

12.9%

To advertise

3

7.1%

9.7%

To train the staff

2

4.8%

6.5%

For DBS checks

1

2.4%

3.2%

For publicity events

5

11.9%

16.1%

42

100.0%

135.5%

Total a. Dichotomy group tabulated at value 1.

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Table 2 was created based on responses to the seven variables. The N column indicates how many respondents mentioned each reason. The Percent of Responses column indicates what percentage of the total number of reasons mentioned are contained in each category. The Percent of Cases column indicates what percentage of respondent’s reason to use the One Community’s Voluntary Sector Support of each given type. The Percent of Cases column has over 100% in total because some of the respondents mentioned more than one reason. Theoretically, if everyone selected all categories this percentage would be equal to 700%. In our research, percent of cases are 135.5% in total. It is clear that the most common reason to use community support is to take advice and support. Nearly a half of respondents used the community support to gain volunteers which are the second common reason. Around 16% of respondents used the service for their publicity events and 13% used it for transport service last year. The less common reasons are to train the staff and for DBS checks.

Figure 2. Reasons to use One Community’s Voluntary Sector Support Service as values Figure 2 shows the various reasons of why the respondents used the One Community’s Voluntary Sector Support Service as values. According to the figure the majority of respondents, who used the community service, found it helpful and used the service for getting advice and support.

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2.2 Question 2 Respondents were asked whether they wanted to discuss their current volunteering vacancies with a view to increasing the likelihood of attracting volunteers. The results are shown in Figure 3.

Figure 3. Respondents’ answers to question two as percentages As it can be seen from the bar chart (Fig 3), a fourth of respondents wanted to discuss their current volunteering vacancies. Three-fourths of respondents did not want to discuss it.

Comments included: ‘Claire has recently had conversations with your organisation – thank you’ ‘No, completely happy with the service you provide’ ‘Always good to double check everything is up to date’ ‘We have recently discussed our volunteering needs with the staff at One Community.’

‘But that is only because we are a Christian Charity and our volunteers need to reflect those beliefs, so we tend to recruit via local Churches, but are happy to discuss if you have good experience elsewhere.’

‘Not just at the moment but very soon I will have another opportunity with a particular type of volunteer being sought!’

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‘We get some enquiries from Do-it but sadly few of these result in boots on the ground.’

As it can be understood from the comments, respondents who did not want to discuss their current volunteering options (75%) have already discussed it with One Community’s Voluntary Sector Support service or completely happy with the service provided.

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2.3 Question 3

Respondents were asked if they were interested in accessing training for any members of their organisation. The results are shown in Figure 4.

Figure 4. Are the respondents interested in accessing training?

The bar chart in Figure 4 shows the percentage of whether respondents are interested in accessing training or not. Around one in three people (35%) are interested in accessing training.

It shows that around two-thirds of respondents (65%) are not interested in training for any members of their organisation.

In the third question of the survey, respondents who answered the question as ‘yes’ were also asked what subject areas they wanted to choose. As seen in Table 1, there are 13 respondents who listed their chosen subject area. It is equal to approximately 28% of total respondents.

Respondents who did not write any comment on this question were shown as the missing value.

Table 3. Case summary of the third question Case Summary Cases Valid N

Percent

Missing N

Percent

Total N

Percent

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Traininga

13

27.7%

34

72.3%

47

100.0%

a. Dichotomy group tabulated at value 1.

Comments included: ‘Not at the moment, but we will soon need First Aid at work and in the future food hygiene, and fire safety’ ‘We receive emails with courses listed so we would see at that point if there is anything which is relevant to us (for example MiDAS training, Safeguarding Vulnerable Adults).’

‘We always look at what you send through to us – we could def use you better though…’

‘We have tried to look at a manual handling course, but it became cost limiting, so we are sourcing on-line instead.’

‘I personally would like to be made aware of anything and everything that will support me in my role as a VC.’ All comments were categorised to the fourteen variables according to the interested training for their organisation. Table 4 indicates the interested training as frequencies and percentages.

Table 4. Interested training frequencies Training Frequencies Responses N Traininga

Percent of

Percent

Cases

First Aid

6

22.2%

46.2%

Food Hygiene

4

14.8%

30.8%

Staff and Volunteer

2

7.4%

15.4%

MIDAS Training

2

7.4%

15.4%

Safeguarding

2

7.4%

15.4%

Manual Handling

2

7.4%

15.4%

Health and Safety

3

11.1%

23.1%

Youth Work

1

3.7%

7.7%

Fundraising

1

3.7%

7.7%

Customer Service

1

3.7%

7.7%

Equality & Diversity

1

3.7%

7.7%

Media

1

3.7%

7.7%

Challenging Behavior

1

3.7%

7.7%

Management

12

Total

27

100.0%

207.7%

a. Dichotomy group tabulated at value 1.

The First Aid Training is the subject area that respondents are most likely to choose. Table 4 indicates that nearly a half of people who want to access training are interested in First Aid Training. The second common response is Food Hygiene Training. There are a lot of different training areas that respondents would be interested in which were shown in both Table 4 and Figure 5.

Figure 5. Interested in training as values Figure 5 shows the various responses of which kind of training the respondents wanted to choose as values.

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2.4 Question 4 Respondents were asked if there were any other areas of their work that One Community’s Voluntary Sector Support service could assist them with. Table 5 shows that there are 14 respondents who listed their chosen subject area. It is equal to approximately 30% of total respondents. Respondents who did not write any comment on this question were shown as the missing value.

Table 5. Case summary of the fourth question Case Summary Cases Valid N Areasa

Missing

Percent 14

29.8%

N

Total

Percent 33

N

70.2%

Percent 47

100.0%

a. Dichotomy group tabulated at value 1.

Comments included: ‘Interested in learning more and kept up to date with things’ ‘A list of Groups/Companies willing to come and speak to a group of 20 senior citizens’ ‘We have had a lot of advice on general governance issues already. Sources of funding could be useful.’

‘DBS checks – who should have them? Policies, publicity and promotion’ ‘The ongoing help with advertising volunteering opportunities is still required and appreciated.’

‘We are fortunate with our volunteers. Having a good relations with the general community.’

‘Funding. Trustees and volunteer availability.’

All comments were categorized to the nine variables according to the areas to assist to the respondent. Table 6 indicates the areas of work as frequencies and percentages.

Table 6. Areas of organisations work that One Community’s Voluntary Sector Support service could assist them with Areas Frequencies Responses N Areasa

Percent of

Percent

Cases

Funding

8

34.8%

57.1%

DBS Checks

6

26.1%

42.9%

Publicity and Promotion

2

8.7%

14.3%

Finding Volunteers

2

8.7%

14.3%

14

Equality & Diversity

1

4.3%

7.1%

Trustees

1

4.3%

7.1%

Volunteer Availability

1

4.3%

7.1%

Retention of Volunteers

1

4.3%

7.1%

Variety of adverts/roles

1

4.3%

7.1%

23

100.0%

164.3%

creation Total a. Dichotomy group tabulated at value 1.

Table 6 and Figure 6 indicate that funding is the most common response that the respondents need to be assisted with. More than a half of respondents mention that they need help with funding. The DBS check is the second common response. Almost 15% of respondents think that they need a help with their publicity and promotions and finding volunteers.

Figure 6. Various answers of the respondents to the fourth question as values.

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2.5 Question 5

Respondents were asked whether the past 12 months had been better or worse for their organisation than previous years. The Bar chart in Figure 7 shows the responses of the question as percentages.

Figure 7. Have the past 12 months been better or worse than previous years as percentages?

In Figure 7, a half of respondents think that their organisation has had the same performance as previous years. A fourth of them mention that their organisation is better than previous years.

Nearly a fourth of respondents believe that it deteriorated.

Comments included: ‘My part of the group has needed more volunteers to cope with the demand for the service’ answered as worse.

‘Better managed resources, could always do with regular volunteers’ answered as better.

‘Better because our membership has increased, and more people are becoming aware there is help after rehab!’ answered as better.

‘Centre becoming more widely used’ answered as better.

‘Seeing more young people, increasing our volunteers’ answered as better.

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‘Better as we have more volunteers and project funding to focus on a volunteer programme. We have a designated Volunteer Coordinator in place to increase volunteering opportunities.’ answered as better.

‘Funding has been more difficult; reduced support from statutory agencies due to restructuring.’ answered as worse. ‘[My organisation] has written a new strategic plan and there is a real focus on volunteering and social responsibility. I have developed the role in the locality and it is continuing to grow thanks to the support of teams and agencies like yours!’ answered as better.

‘More clients, more funding, but not more volunteers’ answered as better.

2.6 Question 6

Respondents were asked what the greatest concerns or issues were confronting their organisation in the coming year. Table 6 indicates that there are 30 respondents who left a comment for this question. It is equal to 64% of total respondents. Respondents who did not write any comment on this question were shown as the missing value.

Table 7. Case summary of the question five Case Summary Cases Valid N Issuesa

Missing

Percent 30

63.8%

N

Total

Percent 17

36.2%

N

Percent 47

100.0%

a. Dichotomy group tabulated at value 1.

Comments included: ‘Our increasing workload. Maintaining our aims for the community. Funding to continue our objectives.’

‘Funding as always.’

‘Having enough money to survive.’

‘Finding volunteers’ ‘Funding for our project, finding the right calibre of people to support us.’

‘Always finding and retaining volunteer drivers’ ‘Funding is always a potential concern.

‘We are always looking for extra volunteers as lack of volunteers is an issue.’

‘Change and the economy especially for our customers who perhaps are not coming to [Organisation] as frequently as they would like too.

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‘It is always hard to balance demand with supply of volunteers. As demand continues to increase, there is a limit to the amount of the time available each week for the duty coordinator to arrange tasks. We have a waiting list, arranged in order of priority of need.’

‘Longevity of our current site as we don’t have a permanent site.’

‘Transport for special events is costly and therefore limits activities away from the building’ ‘Funding since much of our funding comes from legacies & cannot be predicted. We have been trying to increase our own fundraising’ ‘I and my colleague are retiring from [Organisation]. If no one comes forward, the group will disband in January 2017 and there will be no further [Organisation].

‘Use of voluntary driver + bus if we can no longer have this facility - It is a wonderful service for elderly.’

All comments were categorised to the fourteen variables according to the greatest issues for respondents. Table 8 indicates the concerns as frequencies and percentages.

Table 8. The greatest concerns or issues were confronting the organisation in the coming year Issues Frequencies Responses N Issuesa

Funding

Percent of

Percent

Cases

12

33.3%

40.0%

Finding Volunteers

4

11.1%

13.3%

Increasing Costs

2

5.6%

6.7%

Finding and Retaining

6

16.7%

20.0%

Increasing Workload

1

2.8%

3.3%

Sustainability

2

5.6%

6.7%

Maintaining Aims for the

1

2.8%

3.3%

Reorganisation

1

2.8%

3.3%

Change and the Economy of

2

5.6%

6.7%

Longevity of Current Site

1

2.8%

3.3%

Finding Transport Service

1

2.8%

3.3%

Increase the Online Team

1

2.8%

3.3%

Not to Support Enough

1

2.8%

3.3%

1

2.8%

3.3%

36

100.0%

120.0%

Volunteer Drivers

Community

the Customers

with Reasonable Price

Young People Finding Time to Carry on Total

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a. Dichotomy group tabulated at value 1.

Table 8 and Figure 8 indicate that the key issue which confronting respondents organisations in the coming year is funding. Two-fifths of respondents mention that the greatest concern is funding. Finding and retaining volunteer drivers is the second common issue. Almost 15% of respondents think that one of the greatest concern is finding volunteers.

Figure 8. Various answers of the respondents to the sixth question as values.

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ADDITIONAL COMMENTS Respondents were given space for any other comments or suggestions. All of the comments are given below.

‘Thank you for your ongoing support!’

‘Insecurity in funding / commissioning. Long term commitment of volunteers (and so lack depth of experience for our service provision).’

‘So glad that you are there to offer help and advice even though we have not called upon your services recently.’

‘1. Continued transport for the [organisation’s] Club monthly.

2. Possible transport for [another group] fortnightly during the daytime (under consultation at present).

3. Continued publicity of the [two groups]. Would [organisations] need to register separately for transport?’

‘Unfortunately [organisation] find that at the moment we do not use this services and for the time being we will not be renewing our membership. Primarily we do not use any volunteers. We will of course continue do tell our members of volunteering opportunities through One Community.’

‘I have not complete the survey for the [organisation], as we do not use any of your services.

Although having said that we are very pleased with the bus service which we do use.

The service is very good the manager is very helpful even if he does not have drivers to drive the buses.

The drivers are always helpful and excellent with our lunch club members.

Funding well we could always do with more!!.

Thank you very much for always being there if we should need you.’

‘As a new group I don’t have much to comment. We are grateful for initial contact and opportunity to advertise for volunteers although we have had little response. This may be because we are very locally based in Hedge End rather than Eastleigh.’

‘Integrating a previously established Friends group and the new volunteer scheme.’

‘Thank you for your support.’

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CONCLUSION Here are the key results from this survey:  76% of respondents think that their organisation is satisfied with the service provided by One Community’s Voluntary Sector Support. As a result, the respondent who used the One Community’s Sector Support found it useful. The most common reasons given by the respondents to use community support are to take advice and support and to gain volunteers. On the other hand, the less common given reasons are for transport service, for publicity events, to advertise, for DBS checks and to train the staff by the sector organisations.  A fourth of respondents wanted to discuss their current volunteering vacancies. The comments indicate that respondents who did not want to discuss their current volunteering options (75%) have already discussed it with One Community’s Voluntary Sector Support service or are completely happy with the service provided.  35% of respondents are interested in accessing training for members of their organisation. The First Aid Training (46%) is the most popular subject area among the respondents who would like to access training. The other common responses are Food Hygiene and Health and Safety training.  30% of respondents think that there are some areas of organisation’s work that One Community’s Voluntary Sector Support service could assist them with. More than a half of them mentioned that they need help with funding. The DBS check is the second common response. Almost 15% of respondents think that they need help with their publicity - promotions and finding volunteers.  52% of respondents think that their organisation has the same performance as in previous years. 26% of them mention that their organisation is better than previous years. 21% of respondents believe that their performance is getting worse.  Two-fifths of respondents mentioned that the key issue confronting respondent’s organisations in the coming year is funding. Finding and retaining volunteer drivers is the second common issue (20%). Almost 15% of respondents think that one of the greatest concerns is finding volunteers.

The high level of satisfaction expressed by the respondents through Voluntary & Community Sector Organisations survey indicates that the respondents who used One Community’s Sector 21

Support found it useful. The staff and management of One Community continue to provide a service which is greatly appreciated by its service users. Although this is an excellent service review, as part of our commitment to improving our service we will continue to ensure we offer a quality service.

25% of respondents think that they should discuss their current volunteer vacancies. All these organisations have been contacted and their needs addressed.

Around a third of respondents are interested in accessing training. Most of the respondents would like to access First Aid, Food Hygiene and Health and Safety training. Besides that, they are also interested in different kind of trainings such as MIDAS training, Media, Equality & Diversity, Customer Service, Fundraising, Youth Work, Manual Handling, Safeguarding, Staff and Volunteer Management. All organisations have been contacted and their needs addressed.

Results show that funding is the key issue that confront respondents’ organisations in the coming year. The other issues mentioned are Finding Volunteers, Increasing Costs, Finding and Retaining Volunteer Drivers, Increasing Workload, Sustainability, Maintaining Aims for the Community, Reorganisation, Change and the Economy of the Customers, Longevity of Current Site, Finding Transport Service with Reasonable Price, Increase the Online Team, Not to Support Enough Young People, Finding Time to Carry on.

Funding is also the most common area that the majority of organisations need help with. The other mentioned areas are DBS Checks, Publicity and Promotion, Finding Volunteers, Equality & Diversity, Trustees, Volunteer Availability, Retention of Volunteers, Variety of adverts/roles creation.

One Community is grateful to service users for completing the survey and for their comments.

ML Survey 2016 One Community Eastleigh, Registered Office: 16, Romsey Road, Eastleigh, SO50 9AL. Registered Charity Number 1052978 Registered in England as a company limited by guarantee number 3132524

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