Write this shorter. Make it easy to understand. – JBDC CUSTOMER FEEDBACK SURVEY RESULTS - OCT TO DEC 2023

Of a population totaling 1900 clients who accessed JBDC's services during October to December 2023, 215 responded to the JBDC Customer Feedback Survey. This represents a margin of error of of ±6%.

In keeping with its Quality Management System, the JBDC aims to achieve a minimum 80% customer satisfaction. During the review period, JBDC received an overall rating of 82%.

The survey instrument was a questionnaire consisting of a combination of open-ended and closed-ended questions. In using open-ended questions, respondents could elaborate on their answers in cases where their responses could not be adequately captured in the closed-ended items.

The questionnaire captured:

- JBDC’s clients’ level of satisfaction

- Clients’ likelihood of recommending the JBDC to others

- Client’s recommendation to JBDC regarding suggestions for improvement

- Clients’ ratings of JBDC as a MSME Development Centre providing valuable resources and guidance to address their business needs and challenges

- JBDC’s impact on small businesses

- MSME profile

Clients' Level of Satisfaction

JBDC scored an average rating of 8.2 out of 10; most clients (31.2%) gave a rating of 10 out of 10.

Clients’ Rating of JBDC’s Personnel

JBDC scored an average rating of 8.7 out of 10; most clients (44.7%) gave a rating of 10 out of 10.

Clients’ Rating of Whether JBDC Met Their Business' Needs

JBDC received an average rating of 8 out of 10 regarding clients who indicated that JBDC met their expectations in terms of providing valuable resources and guidance for their business development needs.

How has our service made an impact on you/your business?

Most clients (49.7%) indicated that they were provided with sufficient guidance to start or grow their business. This was followed by those who indicated that JBDC has positively impacted their business (41.5%) as well as those who indicated that JBDC has not impacted their business (24.9%).

Please describe any difficulties or challenges you experienced when interacting with our centre.

More than seven out of every ten clients (77.5%) indicated that they did not experience any difficulties or challenges when interacting with the centre.

What improvements or changes would you suggest to enhance our centre’s services?

Most clients (24.7%) indicated that there needs to be clear and concise communication, more follow-ups, and quicker response to queries, and another 24.7% of clients indicated that JBDC customer service needs to improve.

On a scale of 1-10, how likely are you to recommend our centre(s) to others?

JBDC scored an average rating of 9 out of 10, where two-thirds of clients (66.5%) gave a rating of 10 out of 10.

Recommendations

The researcher (PMRD) recommends the following:

Improve Follow-ups and More Effective Communication:

 It is prudent that personnel who interface with clients provide timely follow-ups and communicate clearly and concisely with clients. Personnel must provide timely responses to queries as this will positively impact clients’ overall satisfaction with the centre.

Improve Customer Service:

Knowledge/expertise, professionalism, communication, efficiency, and quality of work are proxies for quality customer service. JBDC needs human capital that is diverse and experts in various fields of study and as such clients will be able to access a variety of information and guidance needed to start and grow their businesses. All personnel who interface with clients must be professional and communicate properly/effectively with clients therefore, JBDC should implement training sessions for its personnel.

Funding and Grants for MSMEs:

The perpetual issue of funding and grants was raised by 12% of respondents. Though the JBDC does not provide funding, perhaps more targeted communication regarding the agency’s intervention is needed to manage their expectations.