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
Page 1 of 4
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
Page 2 of 4
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
Page 4 of 4
No
2009
1%