Merseyside Sports Partnership

Merseyside Sports Partnership

Customer Satisfaction Survey Results 2012

Please choose the response that best describes the organisation/agency you represent:

11%4%

2%4%

7%

23%

4%

16%

2%

4%

4%4%

2% 18%

CharityCommunity Sports ClubCounty Governing BodyHealth PartnerHigher/Further EducationLocal Authority/Leisure SportLocal Authority/Other ServicesNGB of SportNational Sports AgencyOther Private SectorProfessional Sports ClubSchool SportBlank

Q2. In relation to your contact with MSP, please indicate your level of satisfaction in: -

7%

53%

19%

4%

18%

DissatisfiedSatisfiedVery SatisfiedDon't KnowBlank

Understanding your organisations needs


40%

39%

4%

18%

Very DissatisfiedDissatisfiedSatisfiedVery SatisfiedDon't KnowBlank

Professionalism and helpfulness of staff


5%5%

56%

12%

4%

18%


Adding value to the services you provide


5%

37%

37%

4%

18%


Accessibility to staff to assist with requests and queries


2%

44%

33%

2%

18%


Speed of response to telephone and email enquiries


4%

46%

28%

5%

18%


Quality of support and advice given


9%

42%

18%

14%

18%


Usefulness of website content

‘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: -

7%

39%

7%12%

5%

Very DissatisfiedDissatisfiedSatisfiedVery SatisfiedNot accessedNot relevantNot aware of Blanks

Supporting local partners to connect with Governing Bodies of Sport


5%5%

37%

16%

9%

2%

26%


Co-ordinating and promoting coach development opportunities


4%5%

35%

19%

7%

2%

2%

26%

1. Very Dissatisfied2. Dissatisfied3. Satisfied4. Very SatisfiedNot accessedNot relevantNot aware of Blanks

a. Co-ordinating and promoting volunteer and deployment opportunities


4%4%

39%

19%2%

4%

4%

26%


Promoting local funding sources and providing advice and support


4%4%

39%

19%2%

4%

4%

26%


Promoting child protection guidance and support


28%

16%18%

9%

4%

26%


Advocate for sport on school sites


5%

33%

19%11%

5%

26%


Undertaking analysis and providing information


2% 9%

40%

12%

7%

4%

26%


Marketing and promotion of sport and physical activity


2%4%

26%

12%21%

2%

7%

26%


Brokering relationships and providing support for local and county networks


9%

40%

11%9%

2%

4%

26%


Facilitating opportunities for partners to share information and knowledge


30%

30%7%

2%

5%

26%


Coordination of the Sportivate programme


4%2% 18%

14%

23%

9%

5%

26%


Supporting SGO’s to deliver Level 2 of the School Games, helping to find and deploy volunteers


2% 2%23%

12%

23%

9%

4%

26%


Organising County, Youth and Level 3 School Games Activities


7%5%

25%

9%19%

5%

4%

26%


Co-ordination of a club support programme (Clubmark)


2%25%

11%

26%

2%

9%

26%


Providing Equality and Diversity advice


4% 26%

11%18%

5%

11%

26%


Promoting and supporting the local delivery of the Community Games


4%5%

26%

12%19%

2%

5%

26%


Developing links between sport and physical activity partners


5%5%

35%

14%9%

5%

26%


Providing wider support for clubs and volunteers

‘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?

Very GoodGoodFairNot SureVery PoorBlank

30%

33%

2% 18%

14%

4%

Overall, how satisfied are you with MSP?

Very SatisfiedSatisfiedNot SureDissatisfiedVery DissasisfiedBlank

28%

32% 30%

4%5%

2%

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 10 Blank0%

5%

10%

15%

20%

25%

30%

35%

2% 2%

0%

2%

5%2%

2%

12%

20%

9%

13%

32%

‘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: -

Merseyside Sports Partnership

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