Vous êtes sur la page 1sur 12

UCS Stakeholder Survey

Overview: In an effort to gain insightful feedback from stakeholders in the community who
work or interact with our agency on a regular basis, we facilitated a survey with 9 questions on
a graded scale and one user-based response question. The survey was conducted through
Survey Monkey, an online based survey provider system.
We emailed 291 total contacts, of which 132 opened the survey, 155 left the survey unopened,
52 clicked through, and 3 opted out. 37 contacts completed the survey resulting in a 12.71%
response rate.
Analysis: In each category tested for the organization there was a significantly strong response
rate to identify UCS as providing quality customer service, responding in a timely manner to
needs, providing a high quality of services, and that UCS staff were strongly ranked as
professional.
Overall quality of services and professionalism were ranked as particularly strong characteristics
of the organization. Both response time and customer service earned very positive reviews, but
each did also earn 3 to 4 negative response answers (very low or low quality & not timely,
respectively). This identifies an area of awareness for UCS moving forward.
In summary, the positive results of the stakeholder survey, affirmed by community partners,
that UCS is working toward its mission statement: Building a stronger community by
empowering individuals and families to live healthy and meaningful lives.

Question Breakdown: The survey questions focused on specific areas of interest to the
organization: quality of programming, customer service, response time, overall quality of
service, and staff professionalism.
Quality of programming: 36 contacts responded to this question: 25 (69.44%) rated UCS
quality as very high quality or high quality. 6 respondents gave a neutral response of
neither high nor low quality (16.67%), and 2 respondents rated low quality as their
response (5.56%). 3 offered no response.
Customer service: 37 contacts responded to this question: 22 (59.46%) rated customer service
as very high quality or high quality, 7 respondents (18.92%) gave a neutral response, 3
selected very low or low quality (8.11%). 5 gave no response.

Response time: There were 35 respondents to this question: 16 (42.86%) rated UCS response
time as timely or very timely, 10 (28.57%) selected somewhat timely, 4 (11.43%) of
respondents selected not timely, and 6 offered no response.
Overall quality of services: 33 respondents answered this question: 22 (66.66%) provided a
response of very high or high quality, 9 (27.27%) offered a neutral response of neither high
nor low quality, and 2 (6.06%) offered low quality as a response. Very low quality was not
selected by any respondent.
Professionalism: This question received 36 responses: 21 (58.33%) answered very
professional, 9 (25%) responded somewhat professional, 5 (13.89%) offered a neutral
response, and 1 (2.78%) offered unprofessional as their response. No respondents selected
very unprofessional, as an option.

Community Stakeholder Survey for United Counseling Service

Q1 United Counseling Service (UCS) is the


state designated agency for mental health
and human social services in Bennington.
Have you worked with, interacted with, or
are you generally aware of the services
provided by UCS?
Answered: 37

Skipped: 0

100%

94.59%
80%

60%

40%

20%

2.70%

2.70%

No

Yes, but would


like more
information
about UCS

0%
Yes

Answer Choices

No, but please


send me more
information
about UCS

Responses

Yes

94.59%

35

No

2.70%

Yes, but would like more information about UCS

2.70%

No, but please send me more information about UCS

0.00%

Total

37

1 / 10

Community Stakeholder Survey for United Counseling Service

Q2 Please select all UCS programs you


have worked or interacted with, or are
generally aware of.
Answered: 37

Skipped: 0

Outpatient
Mental Health

48.65%

Substance
Abuse Services

45.95%

Emergency
Services

45.95%

Psychiatric
Services

29.73%

Developmental
Services

43.24%

Youth & Family


Services

54.05%

56.76%

Head Start

Community
Rehabilitati...

27.03%

Big Brothers
Big Sisters

35.14%

UCS Infant &


Toddler Center

32.43%

10.81%

IPLAN

13.51%

Bennington Jobs

Teens for
Change

29.73%

Employment
Connections

8.11%

General
Awareness of...

59.46%

0%

10%

20%

30%

40%

Answer Choices

50%

60%

70%

80%

90%

100%

Responses
48.65%

Outpatient Mental Health

2 / 10

18

Community Stakeholder Survey for United Counseling Service


Substance Abuse Services

45.95%

17

Emergency Services

45.95%

17

Psychiatric Services

29.73%

11

Developmental Services

43.24%

16

Youth & Family Services

54.05%

20

Head Start

56.76%

21

Community Rehabilitation & Emergency Services

27.03%

10

Big Brothers Big Sisters

35.14%

13

UCS Infant & Toddler Center

32.43%

12

IPLAN

10.81%

Bennington Jobs

13.51%

Teens for Change

29.73%

11

Employment Connections

8.11%

General Awareness of UCS

59.46%

22

Total Respondents: 37

3 / 10

Community Stakeholder Survey for United Counseling Service

Q3 How would you rate the quality of


programming?
Answered: 36

Skipped: 1

No response
8.33% (3)
Very high quality
22.22% (8)

Low quality
5.56% (2)

Neither high nor


low quality
16.67% (6)

High quality
47.22% (17)

Answer Choices

Responses

Very high quality

22.22%

High quality

47.22%

17

Neither high nor low quality

16.67%

Low quality

5.56%

Very low quality

0.00%

No response

8.33%

Total

36

4 / 10

Community Stakeholder Survey for United Counseling Service

Q4 Please rate the quality of customer


service when interacting with UCS
Answered: 37

Skipped: 0

No response
13.51% (5)
Very high quality
29.73% (11)

Very low quality


5.41% (2)
Low quality
2.70% (1)

Neither high nor


low quality
18.92% (7)
High quality
29.73% (11)

Answer Choices

Responses

Very high quality

29.73%

11

High quality

29.73%

11

Neither high nor low quality

18.92%

Low quality

2.70%

Very low quality

5.41%

No response

13.51%

Total

37

5 / 10

Community Stakeholder Survey for United Counseling Service

Q5 How timely was our response or


resolution to your needs?
Answered: 35

Skipped: 2

No response
17.14% (6)

Very timely
20.00% (7)

Not timely
11.43% (4)

Timely
22.86% (8)

Somewhat timely
28.57% (10)

Answer Choices

Responses

Very timely

20.00%

Timely

22.86%

Somewhat timely

28.57%

10

Not timely

11.43%

No response

17.14%

Total

35

6 / 10

Community Stakeholder Survey for United Counseling Service

Q6 Overall, how would you rate the quality


of services offered by UCS?
Answered: 33

Skipped: 4

Low quality
6.06% (2)
Very high quality
27.27% (9)
Neither high nor
low quality
27.27% (9)

High quality
39.39% (13)

Answer Choices

Responses

Very high quality

27.27%

High quality

39.39%

13

Neither high nor low quality

27.27%

Low quality

6.06%

Very low quality

0.00%

Total

33

7 / 10

Community Stakeholder Survey for United Counseling Service

Q7 Overall, how would you rate the


professionalism of UCS staff?
Answered: 36

Skipped: 1

Unprofessional
2.78% (1)
Neutral
13.89% (5)

Somewhat
professional

Very professional
58.33% (21)

25.00% (9)

Answer Choices

Responses

Very professional

58.33%

21

Somewhat professional

25.00%

Neutral

13.89%

Unprofessional

2.78%

Very unprofessional

0.00%

Total

36

8 / 10

Community Stakeholder Survey for United Counseling Service

Q8 How likely is it that you would


recommend UCS to a friend or colleague?
Answered: 37

Skipped: 0

-50

50

41
NPS

-100

100

Detractors (0-6)

Passives (7-8)

Promoters (9-10)

Net Promoter Score

19%
7

22%
8

59%
22

41

9 / 10

Community Stakeholder Survey for United Counseling Service

Q9 Are there any additional comments you


would like to provide about UCS?
Answered: 17

Skipped: 20

10 / 10