8 SATISFACTION WITH ORGANISATIONS
Satisfaction with different organisations
8.1 Survey participants were asked to state their level of satisfaction on a scale of
1 (dissatisfied) to 10 (very satisfied) with the personal contact they had experienced with the different SEARS organisations over the last twelve months. Scores reflect the opinions of only those who have had contact with a particular organisation.
8.2 The base for each partner body was, therefore, different in size and would represent very different proportions of the organisation's customer-base and contacts. Indeed, the number of relevant responses for each of the National Park Authorities was too small to generate a reliable or meaningful result, so those figures are omitted from this summary of responses.
8.3The mean score for the SEARS family is 7.47 (7.21 in 2008). Chart 8.1 compares the 2008 and 2009 mean scores for each organisation.
Chart 8.1 Satisfaction with personal contact with different organisations over the last twelve months (average levels of satisfaction)
Source: Q2g-Q10g
8.4 For those that had personal contact with the organisations, the data show that, in 2009, Animal Health again received the highest rating, with an average satisfaction score of 7.95 out of 10, a slight increase since 2008. RPID had a similar score of 7.93. Overall, research participants were again generally satisfied with their personal contact with the organisations and, positively, across all organisations the satisfaction score had increased.
8.5 There was only one significant variation in levels of satisfaction between the different sub-groups of interviewees: those whose main activity is forestry were significantly less satisfied with RPID than other groups. The workshop findings suggested that foresters were particularly unhappy at aspects of SRDP, which may account for this finding.
8.6 For most organisations, there was a small number of interviewees who gave it a rating of 1 or 2 which contributed to a lowering of its mean score.
Service improvement
8.7 Interviewees were asked to make specific suggestions as to how the service provided could be improved. Encouragingly, 61% indicated none/they are satisfied with the service they are receiving. One in ten indicated they did not know. Other suggestions include the following: integration of paperwork/no duplication (4% - 39 mentions); and fewer rules/regulations/changes in legislation (2% - 19 mentions).