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Brent Citizens Advice Bureau The charity for your community

2010 CLIENTS’ SATISFACTION SURVEY N= 344 1. How did you find out about us? 50% 40%

42% 38%38% 37%

41%

33%

33%

27% 27% 22%

30% 20%

18%

13% 12%14% 7% 8%

10%

8% 8% 8% 9%

16% 13%13% 14%

1%

0%

Friends & relatives

Local information 2006

Other services

Internet

2007

2010

2008

2009

Other

2a. Did you have to visit the bureau several times before you were seen? 100% 80% 60% 40% 20% 0%

67%

77%

82%

78% 33%

NO

23%

18%

22%

YES 2007

2008

2009

2010

2b. If yes, how many times 80%

68%

68%

63%

68%

60%

26%

40%

31% 24%

19%

20%

6%

2%

13%

13%

0%

Twice

3 or 4 times 2007

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2008

2009

5 times or more 2010


3. How long did you have to wait before seeing an adviser? 80% 60% 40% 20% 0%

30%

47%

72% 64% 67% 27% 30%

Less than 1/2 hour

23% 16% 14% 11%10%

14% 18%16%

20%

7% 8% 4%

2%

Between 1/2 and 1 Between 1 hour and More than 2 hours hour 2 2006

2007

2008

2009

2010

4. How happy are you about how long you had to wait? 70% 60% 50% 40% 30% 20% 10% 0%

57%

66%

62%

41%

41% 40%

26%

33% 33%

23%

25%

Very happy

Fairly happy 2006

2007

15%

8% 4%

7%

Unhappy 2008

2009

12%

4% 2% 1%

2%

Very unhappy

2010

5. How happy are you about the time you had to discuss your problem? 75%

80% 60%

54% 58%

64%65%

35% 37%

40%

30%28%

19%

20%

7% 4% 4% 5%

5%

4% 1% 2% 1%

2%

0%

Very happy

Fairly happy 2006

2007

Unhappy 2008

2009

Very unhappy

2010

6. What did you expect the CAB to do for you? (you can tick more than one box) 50% 40% 30%

28% 28%

32% 31%30%

39% 38% 40%

39%

35%

31% 33%

27%

31%29%

20% 2% 1% 1% 3% 2%

10% 0%

Information

Tell me what to do Take action on my behalf 2006

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2007

2008

2009

2010

Something else


7. Did you get what you expected from the CAB? 70% 60% 50% 40% 30% 20% 10% 0%

60% 53% 54% 57% 49%

40% 33% 34% 38% 30% 11% 8% 12% 8%

All I expected

Some of what I expected 2006

2007

6%

Not really

2008

2009

2% 0% 1% 2%

1%

Not at all

2010

8. How well did the adviser understand you and your problem? 80%

64% 66%

73%

72%

67%

60% 31% 30%

40%

25%

30%27% 4% 3% 2% 3%

20%

1%

1% 1% 0% 0%

0%

0%

Very good

Good enough 2006

2007

Not really 2008

2009

Not at all

2010

9. Did you get information that was easy to understand? 100% 80%

79% 78%79% 69% 73%

60%

27% 22% 18% 20%19%

40%

4% 4% 3% 2%

20%

2%

0% 1% 0% 0%

0%

0%

Yes

Good enough 2006

2007

Bit difficult 2008

2009

Very difficult

2010

10. How clear are you about what you need to do now? 70% 60% 50% 40% 30% 20% 10% 0%

52%

60%

66%

65%

62%

38%

34%

30% 32%32% 8% 5% 3% 5%

Very clear

Clear enough 2006

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2007

6%

Unclear 2008

2009

2010

2% 1% 1% 1%

No idea

1%


11. How useful was the advice you received? 100% 80%

67% 70% 69%

78%

73%

60% 29% 27% 27% 24%

40%

21%

3% 2% 4% 3% 1%

1% 1% 0% 0% 0%

Not very useful

Useless

20% 0%

Very useful

Useful 2006

2007

2008

2009

2010

12. Would you use Brent CAB again? 100%

88% 94% 91% 95%95%

80% 60% 40%

7% 1% 5% 3% 2%

4% 4% 3% 2% 3%

20%

1% 1% 1% 0% 0%

0%

Yes

Only as last resort Yes but not happy 2006

2007

2008

2009

No

2010

13. Would you recommend Brent CAB to others e.g. friends, relatives? 120% 100%

92%

99%

98%

99% 2006

80%

2007

60%

2008

40% 1%

20%

2%

1%

0%

Yes

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No

2009

1%

Users' views of Brent CAB  

Survey carried out from 8 to 26 November. 344 respondents answered questions about access and quality of services, impact of advice and over...