Customer satisfaction remains high in 2021

Renaisi run an employability service customer satisfaction survey every 6 months. The survey helps us track customer satisfaction and improve our services for the participants.

104 people from across five employment programmes responded to the survey. Of those 89% of respondents were either Satisfied or Very Satisfied with the support they received from Renaisi.

Customer satisfaction

The survey asks respondents to rank their satisfaction levels across 10 different areas of our support. The top 3 areas respondents were either Very Satisfied or Satisfied with were:

1. ‘Managing Expectations’ (76%)
2. ‘Confidence Building and Motivation’ (69%)
3. ‘Accessing training and educational courses’ (61%).

Confidence and Managing Expectations have been in the top 3 areas of satisfaction in the last 3 customer satisfaction surveys, demonstrating a good level of consistency and something Renaisi’s advisors do well.

Barriers to work

When asked what stopped them from finding work, respondents listed the top 3 barriers to work:

1. ‘Length of unemployment’ (30%)
2. ‘Lack of work experience’ (25%)
3. ‘Physical health issues’ (18%)

This is consistent with the criteria for our programmes, which include a specialist service for long-term unemployed people and services for refugees and migrants.

Comments made by individual respondents who ticked ‘Other’ included: issues relating to Covid-19 and uncertainty around the job market, caring responsibilities for children and ill partners, and personal health issues.

What do our employability customers really think?

Comments relating to the team’s people skills and our ‘human quality’, with ‘approachable’, ‘caring’ but ‘professional’ mentioned. Employability specific support, along with skills, training and ESOL were positively referenced, and support with issues outside of employability was a strong theme.

The patience of my advisor with dealing with my personal family needs and the positive impact with advice and guidance.

Customer

What impact has COVID had?

For the last 18 months, we’ve been tracking the impact of the pandemic and remote working on our customers. While the positive comments outweigh the negative, some customers would prefer to have in-person contact with their advisor as communication is better that way.

I am now happy to conduct meetings over the phone. I am no longer afraid.

Customer