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.
2015 UCS Stakeholder Survey
Jan 26, 2016
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.
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.
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.
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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.
94.59% 35
2.70% 1
2.70% 1
0.00% 0
Q1 United Counseling Service (UCS) is thestate designated agency for mental healthand human social services in Bennington.Have you worked with, interacted with, orare you generally aware of the services
provided by UCS?Answered: 37 Skipped: 0
Total 37
Yes No Yes, but wouldlike moreinformationabout UCS
No, but pleasesend me moreinformationabout UCS
0%
20%
40%
60%
80%
100%
94.59%
2.70% 2.70%
Answer Choices Responses
Yes
No
Yes, but would like more information about UCS
No, but please send me more information about UCS
1 / 10
Community Stakeholder Survey for United Counseling Service
48.65% 18
Q2 Please select all UCS programs youhave worked or interacted with, or are
generally aware of.Answered: 37 Skipped: 0
OutpatientMental Health
SubstanceAbuse Services
EmergencyServices
PsychiatricServices
DevelopmentalServices
Youth & FamilyServices
Head Start
CommunityRehabilitati...
Big BrothersBig Sisters
UCS Infant &Toddler Center
IPLAN
Bennington Jobs
Teens forChange
EmploymentConnections
GeneralAwareness of...
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
48.65%
45.95%
45.95%
29.73%
43.24%
54.05%
56.76%
27.03%
35.14%
32.43%
10.81%
13.51%
29.73%
8.11%
59.46%
Answer Choices Responses
Outpatient Mental Health
2 / 10
Community Stakeholder Survey for United Counseling Service
45.95% 17
45.95% 17
29.73% 11
43.24% 16
54.05% 20
56.76% 21
27.03% 10
35.14% 13
32.43% 12
10.81% 4
13.51% 5
29.73% 11
8.11% 3
59.46% 22
Total Respondents: 37
Substance Abuse Services
Emergency Services
Psychiatric Services
Developmental Services
Youth & Family Services
Head Start
Community Rehabilitation & Emergency Services
Big Brothers Big Sisters
UCS Infant & Toddler Center
IPLAN
Bennington Jobs
Teens for Change
Employment Connections
General Awareness of UCS
3 / 10
Community Stakeholder Survey for United Counseling Service
22.22% 8
47.22% 17
16.67% 6
5.56% 2
0.00% 0
8.33% 3
Q3 How would you rate the quality ofprogramming?Answered: 36 Skipped: 1
Total 36
Very high quality 22.22% (8)
High quality 47.22% (17)
Neither high norlow quality
16.67% (6)
Low quality 5.56% (2)
No response 8.33% (3)
Answer Choices Responses
Very high quality
High quality
Neither high nor low quality
Low quality
Very low quality
No response
4 / 10
Community Stakeholder Survey for United Counseling Service
29.73% 11
29.73% 11
18.92% 7
2.70% 1
5.41% 2
13.51% 5
Q4 Please rate the quality of customerservice when interacting with UCS
Answered: 37 Skipped: 0
Total 37
Very high quality 29.73% (11)
High quality 29.73% (11)
Neither high norlow quality
18.92% (7)
Low quality 2.70% (1)
Very low quality 5.41% (2)
No response 13.51% (5)
Answer Choices Responses
Very high quality
High quality
Neither high nor low quality
Low quality
Very low quality
No response
5 / 10
Community Stakeholder Survey for United Counseling Service
20.00% 7
22.86% 8
28.57% 10
11.43% 4
17.14% 6
Q5 How timely was our response orresolution to your needs?
Answered: 35 Skipped: 2
Total 35
Very timely 20.00% (7)
Timely 22.86% (8)
Somewhat timely 28.57% (10)
Not timely 11.43% (4)
No response 17.14% (6)
Answer Choices Responses
Very timely
Timely
Somewhat timely
Not timely
No response
6 / 10
Community Stakeholder Survey for United Counseling Service
27.27% 9
39.39% 13
27.27% 9
6.06% 2
0.00% 0
Q6 Overall, how would you rate the qualityof services offered by UCS?
Answered: 33 Skipped: 4
Total 33
Very high quality 27.27% (9)
High quality 39.39% (13)
Neither high norlow quality
27.27% (9)
Low quality 6.06% (2)
Answer Choices Responses
Very high quality
High quality
Neither high nor low quality
Low quality
Very low quality
7 / 10
Community Stakeholder Survey for United Counseling Service
58.33% 21
25.00% 9
13.89% 5
2.78% 1
0.00% 0
Q7 Overall, how would you rate theprofessionalism of UCS staff?
Answered: 36 Skipped: 1
Total 36
Very professional 58.33% (21)
Somewhatprofessional
25.00% (9)
Neutral 13.89% (5)
Unprofessional 2.78% (1)
Answer Choices Responses
Very professional
Somewhat professional
Neutral
Unprofessional
Very unprofessional
8 / 10
Community Stakeholder Survey for United Counseling Service
Q8 How likely is it that you wouldrecommend UCS to a friend or colleague?
Answered: 37 Skipped: 0
19%7
22%8
59%22
41
0
-50 50
-100 100
41NPS
Detractors (0-6) Passives (7-8) Promoters (9-10) Net Promoter® Score
9 / 10
Community Stakeholder Survey for United Counseling Service
Q9 Are there any additional comments youwould like to provide about UCS?
Answered: 17 Skipped: 20
10 / 10
Community Stakeholder Survey for United Counseling Service
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