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Merseyside Sports Partnership Customer Satisfaction Survey Results 2012
Merseyside Sports Partnership
Customer Satisfaction Survey Results 2012
Please choose the response that best describes the organisation/agency you represent:
13% 4%2%
4%
9%
28%4%
19%
2%
4%4%
4% 2%CharityCommunity Sports ClubCounty Governing BodyHealth PartnerHigher/Further EducationLocal Authority/Leisure SportLocal Authority/Other ServicesNGB of SportNational Sports AgencyOther Private SectorProfessional Sports ClubSchool Sport
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Understanding your organisations needs
23%
64%
9%4%
Very SatisfiedSatisfiedDissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Professionalism and helpfulness of staff
47%
49%
4%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Adding value to the services you provide
15%
68%
6% 6%4%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Accessibility to staff to assist with requests and queries
45%
45%
6%4%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Speed of response to telephone and email enquiries
40%
53%
2% 2% 2%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Quality of support and advice given
34%
55%
4%6%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -
Usefulness of website content
21%
51%
11%
17%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedDon't Know
‘the focus of the CSP should be on delivery and supporting NGB’s to roll out their products and services’
‘the CSP do not provide a lead as they merely articulate plans of others, as such, if they were not in place, from the local authorities perspective, other than the need for a vehicle to distribute financial support for the likes of Sportivate, it is difficult to see what would be lost’
‘in Merseyside, we have a strong network, but the link between the clubs on the ground and the CSP is not evident at all’
MSP customers have commented on the following for ways of improvement: -
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Supporting local partners to connect with Governing Bodies of Sport
10%
52%10%
17%
7%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Co-ordinating and promoting coach development opportunities
21%
50%
7%
7%
12% 2%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
a. Co-ordinating and promoting volunteer and deployment opportunities
26%
48%
7%
5%10% 2% 2%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Promoting local funding sources and providing advice and support
26%
52%
5%5%2% 5%
5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Promoting child protection guidance and support
21%
38%
24%
12%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Advocate for sport on school sites14%
26%
5%
2%
26%
12%
14%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Undertaking analysis and providing information
26%
45%
7%
14% 7%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Marketing and promotion of sport and physical activity
17%
55%
12%
2% 10%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Brokering relationships and providing support for local and county networks
17%
36%5%
2%
29%
2% 10%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Facilitating opportunities for partners to share information and knowledge
14%
55%
12%
12% 2%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Coordination of the Sportivate programme
40%
40%
10% 2%7%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Supporting SGO’s to deliver Level 2 of the School Games, helping to find and deploy volunteers
19%
24%
2%
5%31%
12% 7%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Organising County, Youth and Level 3 School Games Activities
17%
31%
2%2%
31%
12%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Co-ordination of a club support programme (Clubmark)
12%
33%
7%10%
26%
7%5%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Providing Equality and Diversity advice
14%
33%
2%
36%
2%12%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Promoting and supporting the local delivery of the Community Games
14%
36%
5%24%
7%14%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Developing links between sport and physical activity partners
17%
36%7%5%
26%
2% 7%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
Q3. In relation to MSP, please indicate your level of satisfaction with the services you have received by ticking the appropriate box (4 = very satisfied, 3 = satisfied, 2 = dissatisfied, 1 = very dissatisfied):satisfaction in: -
Providing wider support for clubs and volunteers
19%
48%
7%
7%
12% 7%
Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedNot accessedNot relevantNot aware of
‘the games have not been as well organised or clear as to who is responsible for a few years but I am aware this is due to a national shift in funding’
‘advocate for sport on school sites - this is an area that I would like the CSP to assist me with this season. It is key to grow sport on school sites in Merseyside’
‘coach ed - the limited programme is only delivered from a single borough despite requests for it to be spread across the partnership therefore the access is limited’
‘the CSP does not assist me in Club mark. This is an area that they should be supporting me and clubs in Merseyside’
MSP customers have commented on the following for ways of improvement: -
Overall, how would you rate your understanding and knowledge of the role of MSP?
36%
40%
17% 4%2%
Very GoodGoodFairNot SureVery Poor
Overall, how satisfied are you with MSP?
44%
41%
5% 8%3%
Very SatisfiedSatisfiedNot SureDissatisfiedVery Dissasisfied
How likely would you recommend MSP to colleagues'? (on a scale of 0 – 10, 0 being not likely and 10 being extremely likely)
0 1 2 3 4 5 6 7 8 9 100%
5%
10%
15%
20%
25%
30%
3% 3%
0%
3%
8%
3%
5%
18%
28%
13%
18%
‘friendly and helpful, always willing to support me as an NGB’
‘they are an excellent source of advice and support for any organisation seeking to improve the health and sport participation of their staff/students/members.’
‘I am satisfied with the staff at the CSP but dissatisfied about what the CSP can offer NGBs. The role of the CSP needs to be reviewed and to meet the needs of the NGBs and add real value to what the NGBs are doing and want to achieved’
‘I have found them to be very approachable when needed, with nothing being any trouble for them.’
MSP customers have commented on the following in terms of their scoring: -
