Professional Documents
Culture Documents
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.
Skipped: 0
100%
94.59%
80%
60%
40%
20%
2.70%
2.70%
No
0%
Yes
Answer Choices
Responses
Yes
94.59%
35
No
2.70%
2.70%
0.00%
Total
37
1 / 10
Skipped: 0
Outpatient
Mental Health
48.65%
Substance
Abuse Services
45.95%
Emergency
Services
45.95%
Psychiatric
Services
29.73%
Developmental
Services
43.24%
54.05%
56.76%
Head Start
Community
Rehabilitati...
27.03%
Big Brothers
Big Sisters
35.14%
32.43%
10.81%
IPLAN
13.51%
Bennington Jobs
Teens for
Change
29.73%
Employment
Connections
8.11%
General
Awareness of...
59.46%
0%
10%
20%
30%
40%
Answer Choices
50%
60%
70%
80%
90%
100%
Responses
48.65%
2 / 10
18
45.95%
17
Emergency Services
45.95%
17
Psychiatric Services
29.73%
11
Developmental Services
43.24%
16
54.05%
20
Head Start
56.76%
21
27.03%
10
35.14%
13
32.43%
12
IPLAN
10.81%
Bennington Jobs
13.51%
29.73%
11
Employment Connections
8.11%
59.46%
22
Total Respondents: 37
3 / 10
Skipped: 1
No response
8.33% (3)
Very high quality
22.22% (8)
Low quality
5.56% (2)
High quality
47.22% (17)
Answer Choices
Responses
22.22%
High quality
47.22%
17
16.67%
Low quality
5.56%
0.00%
No response
8.33%
Total
36
4 / 10
Skipped: 0
No response
13.51% (5)
Very high quality
29.73% (11)
Answer Choices
Responses
29.73%
11
High quality
29.73%
11
18.92%
Low quality
2.70%
5.41%
No response
13.51%
Total
37
5 / 10
Skipped: 2
No response
17.14% (6)
Very timely
20.00% (7)
Not timely
11.43% (4)
Timely
22.86% (8)
Somewhat timely
28.57% (10)
Answer Choices
Responses
Very timely
20.00%
Timely
22.86%
Somewhat timely
28.57%
10
Not timely
11.43%
No response
17.14%
Total
35
6 / 10
Skipped: 4
Low quality
6.06% (2)
Very high quality
27.27% (9)
Neither high nor
low quality
27.27% (9)
High quality
39.39% (13)
Answer Choices
Responses
27.27%
High quality
39.39%
13
27.27%
Low quality
6.06%
0.00%
Total
33
7 / 10
Skipped: 1
Unprofessional
2.78% (1)
Neutral
13.89% (5)
Somewhat
professional
Very professional
58.33% (21)
25.00% (9)
Answer Choices
Responses
Very professional
58.33%
21
Somewhat professional
25.00%
Neutral
13.89%
Unprofessional
2.78%
Very unprofessional
0.00%
Total
36
8 / 10
Skipped: 0
-50
50
41
NPS
-100
100
Detractors (0-6)
Passives (7-8)
Promoters (9-10)
19%
7
22%
8
59%
22
41
9 / 10
Skipped: 20
10 / 10