Summary
Alliance Community recently conducted a Client and Candidate Survey to gather critical insights into the satisfaction levels, perceptions, and experiences of both its clients and candidates.
This was conducted by Fusion Research, a market research agency with extensive expertise in designing and executing tailored research programs, and customer/client loyalty benchmarking and tracking. The insights collected help us to better understand our clients and candidates, and make informed decisions to enhance services, strengthen relationships with key stakeholders and ensure high-quality support.
A highlight of the survey is the Net Promoter Score (NPS), a metric that measures client loyalty and likelihood to recommend the service.
How does NPS work?
NPS measures customer loyalty and satisfaction based on responses to the question: "How likely are you to recommend our company to a friend or colleague?" Respondents rate their likelihood on a scale from 0 to 10. Those scoring 9 or 10 are "Promoters," 7 or 8 are "Passives," and 0 to 6 are "Detractors." The NPS is calculated by subtracting the percentage of Detractors from Promoters, resulting in a score between -100 and +100. A positive score indicates greater loyalty among clients.
"The NPS for Alliance Community indicates strong positive sentiment from clients, with a score of +38, placing it above the healthcare industry benchmark of 34 "
NPS result highlights client satisfaction and areas for growth
The NPS for Alliance Community indicates strong positive sentiment from clients, with a score of +38, placing it above the healthcare industry benchmark of 34. This score suggests that a majority of clients are not only satisfied but are also likely to recommend Alliance Community to others. However, there is still room for improvement in addressing feedback and ensuring consistent communication to further boost this score in future assessments.
Source: Alliance Community Client and Candidate Survey, Fusion Research.
Other key findings of the research include:
High client satisfaction and service reliability
Client’s rate Alliance Community's staff highly, with 96% of respondents agreeing that they feel safe and comfortable with the support they receive. However, a few clients mentioned needing additional support or more involvement from the agency.
Client-centred care
At Alliance Community, client involvement in care planning is a cornerstone of their service model. Over 90% of clients report feeling actively involved in the decisions that affect their care. This level of engagement allows clients to tailor their support according to their unique needs and preferences, ultimately leading to better health outcomes and satisfaction.
Safety and comfort
An impressive 96% of clients agree they feel safe and comfortable with the services they receive. This reflects the organisation's commitment to creating a trusting environment where clients can openly communicate their concerns and feel secure in their support.
Expertise and training of staff
81% of respondents feel that Alliance Community's support workers are appropriately trained. This commitment to training not only enhances the capabilities of support workers but also reassures clients that they are receiving care from knowledgeable professionals.
Feedback mechanisms
90% of clients indicated they feel their opinions are heard and taken seriously. By maintaining open lines of communication, Alliance Community ensures that clients are not just recipients of care but active participants in shaping their experiences.
Candidate experience
90% of candidates see themselves working for Alliance Community in 12 months' time. Candidates are also drawn to the flexibility offered by Alliance Community. 56% would recommend working for the organisation, but challenges remain around communication and sufficient shift allocations.
Areas for improvement
Some clients identified gaps in communication and consistency. For example, difficulties in arranging backup support workers or delays in feedback responses were mentioned by clients.
The themes identified in the survey highlight both the strengths of our services and areas where further improvement could enhance client and candidate experiences.
