Member satisfaction poll results

Tuesday, 03 April 2012

A poll of Volunteering England’s members was conducted over three weeks in March 2012. It was publicised via the website, page on Facebook and Twitter feed. It was also sent via the Volunteer Centre Manager's Google group.

A message from Justin Davis Smith, Chief Executive

We are glad to see that so many who responded to the poll value our services and are pleased with our communication. However, we are by no means complacent and realise we have some way still to go.

Improving the services we offer and the way we communicate with our members is of the utmost importance to us, so we are working on a strategy which we will share with members in the next few weeks.

We welcome all ideas and suggestions on how we could be doing things better. Please feel free to send them to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Respondents

There were 108 responses, of which 81 per cent were voluntary or community organisations, 12 per cent were individuals, 6 per cent were public sector organisations and 2 per cent social enterprises.

29 per cent had an annual turnover of £250,001 - £1 million, 23 per cent over £1 million, 17 per cent £100,001-250,000, 14 per cent £10,000 or less, 11 per cent £30,001-£100,000 and 6 per cent £10,001-30,000.

Respondents were asked if they worked mainly or wholly with certain groups:

• older people 72%;
• younger people 66%;
• disabled people 64%;
• unemployed people 6%; and
• people from a minority ethnic community 58%.

Good practice

37 per cent of respondents used our website good practice resources on a monthly basis and 20 per cent weekly.

96 per cent agreed that the good practice resources met their needs, and 98 per cent that they were easy to read and understand.

Information service

12 per cent of respondents used our email and helpline information service every month and 56 per cent less frequently.

57 per cent rated the service as good and 22 per cent as excellent.

Policy

88 per cent of respondents agreed that we kept them informed of policy issues, 88 per cent that we focused on policy issues important to them, 75 per cent that we consulted them about policy issues.  

57 per cent said they contributed their views on policy issues to Volunteering England, and 43 per cent said they did not.

Communication

80 per cent of respondents had communication with us via our website, 78 per cent via our email newsletter, 63 per cent via email, 33 per cent via telephone, 24 per cent via social networks and 16 per cent in person.

20 per cent rated our communication with them as excellent, 53 per cent as good and 18 per cent average.