Stonewater customers give Longleigh a 93% satisfaction rating
Posted on 29th August 2024
At Longleigh, customer satisfaction and excellent service delivery is at the core of everything we do and how we do it. In June this year, we conducted a customer satisfaction survey as part of our Individual Grants Review, reaching out to 646 Stonewater customers who had received a Longleigh Grant. With 73 responses (an 11.3% response rate), the survey provided us with insights that will drive continuous improvement and guide our activities and how we deliver our services.
Key Survey Findings
The survey revealed several key findings:
- Outstanding Service: Nearly 80% of customers (79.4%) rated our service as outstanding.
- Transparency and Support: 95.8% of customers found our criteria and application process clear and transparent, with strong support throughout.
- Informed Process: 80.8% of respondents felt well informed during the application process, resulting in an overall satisfaction rating of 93%.
Although we know these results are encouraging, we see them as a foundation for continuous improvement rather than a final achievement.
The Value of Customer Insight
For us, customer feedback is not just a metric but an important tool for shaping and refining our services. The insights from this survey shine a spotlight on where we’re succeeding and, just as importantly, where there’s room for growth. Achieving a high satisfaction rating is rewarding for us as a small but mighty team, however, we recognise the importance of keeping our ears to the ground and being responsive. The voice of our customers supports the work that we do and ensures our services meet their evolving needs as both statutory and community services are under pressure.
Acting on Feedback
One of the most valuable aspects of the feedback we received was the constructive suggestions from our customers. Many expressed a desire for a wider choice of items and suppliers, while others suggested new services, such as children’s sports clubs and projects that support financial wellbeing and mental health. These suggestions are in line with the direction we’re taking with our 2024 Project Grants, delivered by The Kaleidoscope Plus Group and Clean Slate. This alignment ensures that our programmes continue to address the real needs of our customers.
Keeping Customer Voice Central
The positive feedback we received, especially the comments thanking our staff for their kindness and approachability, reaffirms our commitment to making a real difference in people’s lives. However, we understand that our success depends on our ability to listen, adapt, and evolve. By keeping the customer voice central to our Longleigh operations, we ensure that our grants programme not only remains effective but also grows in response to the changing needs of the communities we serve.
Looking Ahead
As we look to the future, we are more determined than ever to build on the feedback we’ve received. We are committed to maintaining the high standards that have earned us this satisfaction rating, while also exploring new ways to improve our services. Our goal is to ensure that every Stonewater customer who engages with Longleigh feels heard, supported, and satisfied.
At Longleigh, customer insight is about more than just measuring satisfaction—it’s about driving meaningful change. We are excited about the journey ahead and look forward to continuing to improve our grants programme, making it even better for Stonewater customers.
