Annual Customer Satisfaction Survey 2015 Detailed results

Transcription

1 Annual Customer Satisfaction Survey 2015 Detailed results Final report prepared for Invest Northern Ireland All research conducted in compliance with the International Standard ISO 20252:2012

2 Summary & Conclusions Key messages and recommendations At 85%, overall satisfaction was at its highest level in 2014, continuing in the positive trend that had emerged in the last number of years (80% in 2013; 79% in 2012; 68% in 2011). Encouragingly, the proportion of customers who were dissatisfied had gradually declined in recent years (3% in 2014; 5% in 2013; 6% in 2012; 9% in 2011). In terms of customer advocacy, at 83% this trend had also increased in 2014, rising from 79% in 2013, 70% in 2012 and 6 in Further to this, the calculated Net Promoter Score in 2014 sat at an encouraging 50 with only 8% of customers being identified as Detractors. In 2013, the NPS was 36, with 10% Detractors. The NPS score was highest amongst the customers from the Life sciences and electronic and consumer products division (61) and Growth and scaling division (58). Both these divisions scored highest in 2013 (Growth and scaling division at 44 and Life sciences and electronic and consumer products division at 42). 2

3 Summary & Conclusions Image and associations In terms of Invest NI s remit, the organisation was perceived to perform best in terms of encouraging innovation and investment in research and development (74% in 2014) and helping businesses to develop in export markets (7 in 2014). The area with most room for improvement was helping reduce costs and improve efficiencies with only 46% of customers in 2014 rating Invest NI as good in this field. Promisingly, all areas associated with Invest NI s image had improved in Invest NI was most strongly associated with being polite and friendly (97% agreed; 93% in 2013), acting professionally and with integrity (94% agreed; 90% in 2013) as well as treating customers fairly (87% agreed; 84% in 2013). 3

4 Summary & Conclusions Communication The huge uplift in satisfaction with communication between Invest NI and its customers witnessed in 2013 continued in 2014 (89% in 2014; 80% in 2013; 7 in 2012). Of the 4% dissatisfied with communication, the main criticism was lack of regular contact (39%). Satisfaction with all key aspects of communication continued to experience an upward trend. Speaking to the most appropriate staff member (85%) and the ease with which they can find the correct contact for their query (77%) remained the top 2 aspects customers were most satisfied with. Marketing materials Overall satisfaction with digital communications received from Invest NI sat at 76% in The most commonly mentioned reason for dissatisfaction was the content, mainly in relation to its relevance. Some 4 in 5 (80%) were content with the amount and frequency of the digital communications they received from Invest NI. 4

5 Summary & Conclusions Websites In 2014, the usage levels of the website Investni.com had increased, following a decline in 2013 (59% in 2014 up from 55% in 2013). Those visiting nibusinessinfo.co.uk had also inclined to 47% in 2014 (up from 36% in 2013). Although the Investni.com usage was higher Nibusinessinfo.co.uk was considered to be more useful (6 and 73% respectively). 5

6 Summary & Conclusions Team and main contact Satisfaction with the Invest NI team and customers main contacts continued to rise in Almost 9 on 10 were satisfied with the team (89% in 2014; 84% in 2013; 80% in 2012; 73% in Customers remain satisfied with all aspects regarding their main contact s performance. These Invest NI contacts performed extremely well at being trustworthy (95% satisfied) and responsive (90% satisfied). While most measures remained fairly consistent with 2013, the area experiencing a notable increase was proactivity (85% in 2014; 77% in 2013). Majority of customers stated their main Invest NI contact made it clear from the start how INI could assist their business (89% agree) and were provided with realistic timescales (80% agree). Some 4 in 5 (83%) had communicated with their main contact at least once every 3 months over the last year, with 4 communicating on a monthly basis. The more frequent the contact with the team the more likely the customer was to be satisfied. Some 90% agreed communication at least once every 3 month was ideal frequency with (39%), telephone (29%) and face to face (2) the preferred methods of contact by most. 6

7 Summary & Conclusions Invest NI programmes and advisory services Over 7 in 10 customers (7) were satisfied with the quality of programmes and advisory services offered by Invest NI; remaining fairly consistent with the 2013 level of 74%. This level remains higher than in 2012 (63%) but remaining lower than the 2011 findings (8). 7

8 Summary & Conclusions Financial assistance and claims process Almost 3 in 5 customers (57%) sought funding in 2014 (down from 67% in 2013). Of these 70% were satisfied with the application process and 68% were content with the time taken to approve their application. Both measurements declined since 2013 (79% and 73% respectively). The preliminary advice visit continued to be rated the strongest performing area of the financial assistance process. Downward trends were evident across all metrics with the exception of claim being processed within 30 days. Although these declines were marginal it is worth noting. Satisfaction was generally higher amongst those claiming/seeking funding less than 100,000 8

9 Summary & Conclusions Complaints and feedback process Almost half (49%) of customers were aware of the complaints and feedback process. Reassuringly almost all (98%) had never had to make a complaint. Improvements customers want to see While almost half of customers (46%) were unable to suggest any improvements Invest NI could make, the application process featured in the top 2. Simplify the process was cited by 8% with a further 7% suggesting the application process should be faster. Some 7% of customers cited better communication as an improvement they would like to see. 9

10 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 10

11 Study Set-Up 451 telephone interviews were conducted between 24 th February to 12 th March Quotas were placed on division and Ownership. The table below shows the breakdown of the sample achieved. Division % in universe % of sample (previous year % of sample) Achieved sample Food & Tourism 19% 23% Advanced Engineering & Construction 26% 26% 28% 118 Growth & Scaling 2 24% 18% 108 Technology & Services 17% 15% 14% 67 Life Sciences, Electronics & Consumer Product 1 9% 10% 41 Advanced Engineering & Construction ii 3% 3% - 13 International Investment - - Ownership Achieved sample External 18% 14% 13% 62 Local 8 86% 87% 389 Total

12 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 12

13 Encouragingly, overall satisfaction with Invest NI has continued to increase. 1=very dissatisfied \ 5=very satisfied Very Satisfied 37% 1-Very Dissatisfied 2 3% 3 13% Very Satisfied 47% 1- Very 2 Dissatisfied % 4 43% 85% 4 38% Mean Score: 4.11 Mean Score: Very Satisfied 37% 1 Very Dissatisfied 2 4% 3 14% Very Satisfied 33% 1 Very Dissatisfied 3% 2 6% 3 19% 79% % 4 35% 13 Mean Score: 4.11 Overall, how satisfied or dissatisfied are you with the service you have received from Invest NI in the past 12 months? [ Base: All Invest NI customers n=451 ] Mean Score: 3.91

14 Life Sciences, Electronics and Consumer Products were most satisfied, while Technology and Services were least satisfied. Sector and Cluster development had a slightly higher proportion of dissatisfied customers compared to other divisions, although sample size was small. Mean Score 2014 Scale 1 (very dissatisfied) to 5 (very satisfied) Satisfied Dissatisfied Division Growth and Scaling (108) % 3% Life Sciences, Electronics and Consumer Products (41) % - Technology and Services (67) % 3% Advanced Engineering and Construction (118) % Food and Tourism (102) % International Investment (1) 4 100% - Advanced Engineering & Construction ii (13) % 15% Base size in brackets Overall average: Overall, how satisfied or dissatisfied are you with the service you have received from Invest NI in the past 12 months? [ Base: All Invest NI customers n=451 ]

15 The top 3 reasons cited for being dissatisfied were lack of communication and proactivity as well as too much bureaucracy No communication Client Executive is not proactive Too much bureacracy Not many dealings with them Complicated procedures Unhelpful Time consuming The process is moving slowly Didn't get support Issues with Client Executive Unable to help with current application process Lack of efficiency Performance improved with new client executive Communications are not relevant Difficulty getting claims settled No common sense Issue with grant order Perform well Promises fell through Capital\Finance areas need improvement Application for extension was refused No 15% Is there a specific reason for saying that? [ Base: Dissatisfied with the service you have received from Invest NI in the past 12 months n=60] 3% 3% 3% 3% 3% 4% 5% 5% 7% 8% 8% 8% 8% 10% 13%

16 Those with more frequent contact, have participated in a programme or used an advisory service were much more likely to be satisfied at an overall level. Overview: Impact of frequent contact, participation in programmes and advisory services on overall satisfaction Contact with main contact at least once every three months % satisfied with Invest NI overall 85% 86% % 77% 68% 74% 75% 53% Yes No 16 Overall, how satisfied or dissatisfied are you with the service you have received from Invest NI in the past 12 months? [ Base: All Invest NI customers n=451 ]

17 Levels of familiarity with Invest NI have continued in a upward trend since Know a little 8% Know a fair amount about it 5 Heard of it, but know nothing about it 9 Know it very well 40% 2014 Know a fair amount about it 45% Know a little 5% Heard of it, but know nothing about it 94% Know it very well 49% Familiarity 2012 Know a little 10% Mean Score: 3.29 Heard of it, but know nothing about it 2011 Mean Score: 3.43 Know a little 9% Heard of it Know a fair amount about it 43% 90% Know it very well 47% Know a fair amount 46% Know it very well 44% 90% 17 Mean Score: 3.33 How well do you know Invest NI? [ Base: All Invest NI customers n=451 ] Mean Score: 3.33

18 There was a continued uplift in Advocacy in 2014 with 83% who would speak highly of the organisation Be neutral about it 16% Be critical about it if asked 3% Don t know Speak highly of it but only if you are asked 56% Be critical about it without being asked 79% Speak highly of it without being asked your opinion 23% 2014 Be neutral about it 14% Be critical about it if asked Speak highly of it but only if you are asked 46% Be critical about it without being asked 83% Advocacy Speak highly of it without being asked your opinion 37% 2012 Be neutral about it 2 Be critical Be critical about it without about it if asked 5% being asked Don't know Speak highly of it but only if you are asked 4 70% Speak highly of it without being asked your opinion 29% 2011 Be critical about it if asked 1 Ne neutral about it 23% Be critical about it without Speak highly of being asked it without being asked your opinion 26% Speak highly of it but only if you are asked 36% 6 18 Which of the following comes closest to how you would speak to Invest NI? [ Base: All Invest NI customers n=451 ]

19 Net Promoter Score NPS by Division Overall Growth and Scaling Life Sciences, Electronics and Consumer Products Technology and Services Advanced Engineering and Construction Food and Tourism International Investment Advanced Engineering & Construction ii n= Promoters Passives Detractors NPS (promotersdetractors) Better than overall NPS Worse than overall NPS 19 On a scale of 0 to 10 where 0 is not at all likely and 10 is extremely likely, please indicate how likely you are to recommend Invest NI to a friend or colleague? [ Base: All Invest NI customers n=451 ]

20 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 20

21 Invest NI s top 2 strongest areas of performance were perceived as being business development in export markets and encouraging innovation. How Invest NI performs in these areas 2014 Encouraging innovation and investment in R&D 74% Helping businesses develop in export markets 7 Supporting business growth into higher value activities 66% Improving skills and leadership support 60% Helping businesses define and develop their strategy 54% Helping to reduce costs and improve efficiencies 46% 21 Base size in brackets Rating of Invest NI's performance Good=4-5 [ Base: All Invest NI customers n=451 ]

22 All scores have continued in an upward trend since 2011 with Invest NI strongly associated with being polite and friendly, acting professionally and with integrity as well as treating customers fairly. Image dimensions (1 of 2) Invest NI Mean Scores Agree Disagree Mean Score 2014 Scale 1 (strongly disagree) to 5 (strongly agree) Polite and friendly % 93% Acts with professional and integrity % 90% 86% 84% 3% 5% Treated you fairly % 84% - - 3% 4% - - Has a key role to play in the success of the NI economy % 79% 75% 77% 4% 6% 7% 10% Is a customer focussed organisation % 67% 6 5% 7% 10% 15% Staff are knowledgeable and bring expertise to your business % 66% 6 4% 7% 1 15% Is adding value to your business % 68% 6 55% 7% 10% Agreement [ Base: All Invest NI customers n=451 ]

23 Invest NI was also associated with being responsive to customers business needs and easy to do business with. Image dimensions (2 of 2) Invest NI Mean Score 2014 Scale 1 (strongly disagree) to 5 (strongly agree) Mean Scores Agree Disagree Is responsive to your business needs % 69% 59% 57% 7% 1 13% 20% They are easy to do business with % 63% % - Offers appropriate solutions for your business % 6 54% 50% 7% 10% 15% 2 Is an ideal business partner % 60% 56% - 7% 1 13% - Is an important contributor to the success of your business % 59% 50% 49% 1 15% 18% 28% Provides a robust challenge to your business % 47% 37% 37% 1 18% 2 26% 23 Agreement [ Base: All Invest NI customers n=451 ]

24 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 24

25 Satisfaction with all aspects outlined below had increased since Satisfaction levels were highest in relation to communication with main contact. Satisfaction by area Mean Score 2014 Scale 1 (strongly disagree) to 5 (strongly agree) Mean Scores Satisfied Dissatisfied Team of people % 84% 80% 73% 3% 4% 5% 8% Communications % 80% 7 70% 4% 7% 8% 1 Quality of programmes / advisory services % 74% 63% 8 4% 3% 8% 4% 25 How satisfied or dissatisfied are you with the... offered by Invest NI? [ Base: All Invest NI customers n=451 ]

26 Satisfaction levels in all areas Satisfaction by Division Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Overall Average Growth and Scaling Life Sciences, Electronics and Consumer Products Technology and Services Advanced Engineering and Construction Food and Tourism International Investment Advanced Engineering & Construction ii Team of people Communication Quality of programmes / advisory services Better than overall average Worse than overall average 26 How satisfied or dissatisfied are you with the... offered by Invest NI? [ Base: All Invest NI customers n=451 ]

27 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 27

28 There was a considerable uplift in satisfaction with communication in Overall satisfaction with communication Very satisfied 63% 40% 34% 35% 89% 80% 7 70% Fairly satisfied 26% 40% 38% 35% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Don t know 7% 19% 7% 4% 17% 18% 9% 9% 3% 7% - 7% - 28 Overall how satisfied or dissatisfied are you with the communication between yourself and you main Invest NI contacts over the last 12 months? [ Base: All Invest NI customers n=451 ]

29 Only 46 customers were not satisfied with the communication with their main Invest NI contacts. By far the biggest driver of dissatisfaction was the lack of communication. 29 Lack of communication Main contact does not have specialist knowledge Communications have not been returned Contact is not proactive Main contact is not helpful Responses are not timely More information on how they can assist Difficult to get the right person Calls should be more focused Not enough contact with client executive They have not made time for us Information is not relevant Difficult to get them involved in our business Very slow progress Too focused on negatives Ensure promises are met Did not receive assistance requested More specific about requirements for assistance Focus on companies with export potential Change over of client executive Not standing over what was stated Lack of funding for SMEs Nothing 4% 4% 7% 7% 7% 7% 9% 39% Why did you say that? What could Invest NI do to improve its communications with you? [ Base: Invest NI customers dissatisfied 1-3 n=46]

30 Life Science, Electronics and Consumer Products customers were most satisfied with communication in terms of mean scores. Sector and Cluster Development had the highest proportion of customers who expressed some level of dissatisfaction (15%), however the sample was very small. Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Satisfied Dissatisfied Division Growth and Scaling (108) % Life Sciences, Electronics and Consumer Products (41) % - Technology and Services (67) % 3% Advanced Engineering and Construction (118) % Food and Tourism (102) % 3% International Investment (1) 5 100% - Advanced Engineering & Construction ii (13) % 15% Base size in brackets Overall average: Overall how satisfied or dissatisfied are you with the communication between yourself and you main Invest NI contacts over the last 12 months? [ Base: All Invest NI customers n=451 ]

31 There was high levels of satisfaction with all areas of communication. All scores have continued in an upward trend since Satisfaction with communication aspects Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Mean Scores Satisfied Dissatisfied Overall satisfacton with communication % 80% 7 70% 4% 7% 8% 1 Your queries are dealt with by the most appropriate Invest NI personnel % 80% 77% 73% 3% 4% 6% 8% Ease of finding the corect contact within Invest NI % 78% 7 69% 5% 6% 7% 1 The speed your enquiries are dealt with % 75% 7 69% 7% 7% 8% 1 Ease of obtaining the information your require % 7 69% 66% 5% 5% 8% 1 31 Overall how satisfied or dissatisfied are you with between yourself and Invest NI over the last 12 months? [ Base: All Invest NI customers n=451]

32 Just over three quarters were satisfied with digital communication received. Of the 88 customers claiming to be dissatisfied the primary reasons included the content of communication followed by the volume. Why did you say that? What could Invest NI do to improve the digital materials you receive? (n=88) Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 35% 4 15% 3% Mean Score % Communications are not relevant / basic Not enough communication Too many communications Have not received any communications s are not attention grabbing Difficult to get a reply s should be followed up with further contact Difficulty contacting the right person Very slow Prefer written communications s have been lost The hierarchy has changed Communications are not sent to the right person More information on schemes and projects in the area More information on businesses to partner with Information does not explain how it can benefit the business Service is average Template forms are difficult to use An expectation that everyone is waiting by their computer No digital strategy Content could be easier to digest Organization does not work well Too much paper work Provide an overview of what is on offer Not proactive More specific about requirements for grant assistance Too many surveys Communications could be clearer Forms change too much Increase the newsletter More figures on outcomes of grants Promotional material is OK Nothing 1 5% 5% 5% 18% 39% 32 Overall how satisfied or dissatisfied are you with the digital communications you received from Invest NI [ Base: Invest NI Customers n=451 ]

33 Three quarters were satisfied with the content of the digital communication while a lesser proportion were satisfied with the relevance. Content of digital communications Relevance of digital communications Very satisfied 30% 74% 28% 66% Fairly satisfied 38% 44% Neither satisfied nor dissatisfied 16% 23% 33 Fairly dissatisfied 4% Very dissatisfied Don t know 4% 4% Do not receive Mean Score Overall how satisfied or dissatisfied are you with the content / relevance of the digital communications you received from Invest NI [ Base: Invest NI Customers n=451 ] Mean Score

34 The majority of customers regarded the volume of digital communications received as just right Too little 10% Don't know 4% Too much 5% About right 80% 34 Would you saw that volume and frequency of digital communications you receive from Invest NI is too much, about right or too little? [ Base: All Invest NI customers n=451 ]

35 Investni.com was the more commonly used website, while more customers rated nibusinessinfo.co.uk as useful Usage and ratings of websites 1=not at all useful, 5=very useful Usage in last 12 months 59% No opinion 4% 1 - Not at all useful 2 4% 47% nibusinessinfo.co.uk No opinion 3% Very useful 24% 3 29% 5 - Very useful 36% % 73% 4 37% 35 How useful, if at all, did you find The Invest NI website [ Base: All Invest NI customers n=451 ]

36 Only 14 people rated investni.com as not useful, while only 4 rated nibusinessinfo.com as not useful. The reasons are cited below. nibusinessinfo.co.uk Layout is not clear 50% Could not find relevant information 29% Could not find relevant information 50% Search bar does not work 7% Does not do anything for the business 7% It is not focussed 7% There is nothing of substance 7% Information on the website is limited 25% Website is incomplete 7% Website is very corporate 7% Geared towards people who have never used Invest NI Always have to go to the client executive 7% 7% Layout is poor 25% Nothing 7% 36 Why did you say that? [ Base: All not finding sites useful 1-2 n=14, n=4]

37 Usage of investni.com and nibusinessinfo had increased since While usefulness of investni.com had declined marginally, there was an incline in the usefulness of nibusinessinfo Usage and ratings of websites - Comparisons Usage in last 12 months Usefulness (codes 4 and 5) % 65% 66% 59% 64% 6 67% 6 55% 53% 55% 5 47% 40% 36% 37 investni.com nibusinessinfo investni.com nibusinessinfo How useful, if at all, did you find The Invest NI website [ Base: All Invest NI customers n=451 ]

38 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 38

39 Levels of satisfaction with the team of people worked with had continued in the upward trend since Satisfaction with Invest NI team Very satisfied 54% 45% 40% 40% 89% 84% 80% 73% Fairly satisfied 35% 39% 40% 34% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 8% 13% 3% 14% 17% 4% 4% 5% 4% Don t know Overall, how satisfied or dissatisfied are you with the service provided by the team of people you have been working with at Invest NI in the last 12 months? [ Base: All Invest NI customers n=451 ]

40 Customers of the Life Sciences and Advanced Engineering and Growth and Scaling divisions were most satisfied with the team of people they work with. Satisfaction with team by segments Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Satisfied Dissatisfied Division Growth and Scaling (108) Life Sciences, Electronics and Consumer Products (41) % - Technology and Services (67) % 4% Advanced Engineering and Construction (118) % 3% Food and Tourism (102) % International Investment (1) 4 100% - Advanced Engineering & Construction ii (13) Base size in brackets Overall average: % 15% 40 Overall, how satisfied or dissatisfied are you with the service provided by the team of people you have been working with at Invest NI in the last 12 months? [ Base: All Invest NI customers n=451 ]

41 Almost all customers had been in contact with their direct liaison in the last 12 months, with the most common frequency being at least every 3 months At least once a month 4 Yes 9 86% 89% 84% At least once every 3 months 4 No 6% 1 9% 15% About twice per year Once a year or less Don t know - - Don t know How proactive has your main contact been Have you had any direct liaison with your company's communicating with you over the last year? main contact within Invest NI in the last 12 months? [ Base: All in contact over last 12 months n=417] [ Base: All Invest NI customers n=451 ] 41 1

42 Proactivity varies across division, however the majority of customers were being contacted at least once every 3 months. Contact intensity with main contact by segments Division No Growth and Scaling (108) 5% Yes 95% Don't know (103) At least once amonth At least once a every 3 months About twice a year Once a year 4 39% 17% 3% Life Sciences, Electronics and Consumer Products (41) 5% 90% - (37) 4 54% 5% Technology and Services (67) 7% 9 3% (61) 44% 39% 1 Advanced Engineering and Construction (118) 5% 93% 3% (110) 39% 45% 1 Food and Tourism (102) 8% 90% 3% (92) 4 40% 10% 4% International Investment (1) 100% - (1) 100% Advanced Engineering & Construction ii (13) 8% 9 - (12) 50% 25% 25% Base size in brackets 42 Have you had any direct liaison with your company's main contact within Invest NI in the last 12 months? [ Base: Base: All Invest NI customers n=451 ] How proactive has your main contact been communicating with you over the last year? [ Base: All with main contact n=417 ]

43 Reassuringly at least once a month / once every 3 months was preferred frequency of contact for the majority, with the largest proportion citing as their preferred method of communication. Ideal Frequency and preferred method of Contact 39% At least once a month 47% Telephone Call 29% Face to Face meeting 2 At least once every 3 months 43% Other 4% About twice per year Once a year or less Don t know 8% Don t know 6% 43 What would be your ideal frequency of communication with your main contact? [ Base: All with main contact n=417 ] What would be your preferred method of communication? [ Base: All with main contact n=417 ]

44 More frequent contact can be correlated with higher levels of satisfaction with the Invest NI team. Customer satisfaction by contact intensity Satisfaction with team of people by frequency of contact with main contact 95% 9 84% 60% At least once a month At least every 3 months About twice a year Once a year or less 44 Overall, how satisfied or dissatisfied are you with the service provided by the team of people you have been working with at Invest NI in the last 12 months? [ Base: Base: All Invest NI customers n=451 ]

45 There remained high levels of satisfaction with the main contacts. Levels peaked in terms of trustworthiness and responsiveness. All measures had improved since Satisfaction with aspects regarding main contact Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Mean Scores Satisfied Dissatisfied Invest NI advisor trustworthy % 94% 93% - - 0% Responsiveness % 87% 8 8 3% 4% 8% Knowledge about your business % % 6% 9% Proactivity % 77% 69% 66% 5% 7% 8% 13% Worked with me to put a business plan in place % 63% - - 8% 10% - - Ability to offer tailored solutions % % Satisfaction with main contact's performance? [ Base: All who have had contact n=417 ]

46 On the whole, main contacts made it clear how Invest NI can assist the business and provide realistic timelines, continuing in an upward trend since Expectancy management and timescale planning Your main contact Mean Score 2014 Scale 1 (strongly disagree) to 5 (strongly agree) makes it clear from the outset if and how Invest NI could assist your business 4.44 Mean Scores Agree Disagree % 88% 83% 80% 3% 4% 3% 7% discusses and agrees realistic timescales for planned activities % 80% 80% 74% 4% 5% 4% 9% 46 Agreement [ Base: All who have had contact n=417 ]

47 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 47

48 Technology and Services and Food and Tourism customers were less likely to have sought support. Overall 73% Division Growth and Scaling (108) 77% Life Sciences, Electronics and Consumer Products (41) 78% Technology and Services (67) 69% Advanced Engineering and Construction (118) 74% Food and Tourism (102) 68% International Investment (1) 0% Advanced Engineering & Construction ii (13) Base size in brackets 77% 48 Did you access any Invest NI support this year? [ Base: All Invest NI customers n=451 ]

49 The most commonly utilised support areas were financial support for job creation and research and development support Financial support for job creation 40% Research & Development support 38% Skills, Leadership or Mentoring support 20% Trade Support 17% Innovation and Technology support (includes technical advice, innovation vouchers, sustainable development'/'energy advice, intellectual property) 17% Property advice 49 What support area did you access? [ Base: Invest NI customers seeking support n=327 ]

50 The level of satisfaction with the quality of programmes and advisory services remained fairly considerably in Satisfaction with quality of programmes & advisory services Very satisfied % 7 74% 63% 8 Fairly satisfied 40% 43% 4 34% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 18% 17% 23% 5% 1 50 How satisfied or dissatisfied are you with the quality of programmes and advisory services offered by Invest NI? [ Base: All Invest NI customers n=451 ]

51 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 51

52 A smaller proportion of customers this year had sought financial assistance to help expand or develop their business Seeking financial assistance by year % % % % 52 Have you sought financial assistance in the past 12 months to help you expand or develop your business (includes Growth Accelerator Programme)? [ Base: All Invest NI customers n=451]

53 Advanced Engineering and Construction customers were more likely to have sought financial assistance seeking financial assistance by division Overall 57% Division Growth and Scaling (108) 55% Life Sciences, Electronics and Consumer Products (41) 5 Technology and Services (67) 57% Advanced Engineering and Construction (118) 64% Food and Tourism (102) 55% International Investment (1) 0% Advanced Engineering & Construction ii (13) 54% Base size in brackets 53 Have you sought financial assistance in the past 12 months to help you expand or develop your business (includes Growth Accelerator Programme)? [ Base: All Invest NI customers n=451 ]

54 Technology and Services, as well as Sector and Cluster Development had the highest proportion of customers seeking levels of financial assistance over 100,000+. The vast majority of customers however wanted financial assistance of less that 100,000. Amounts applied for by division Less than 100, ,000+ Overall 7 18% Division Growth and Scaling (59) 9 5% Life Sciences, Electronics and Consumer Products (21) 8 15% Technology and Services (38) 68% 26% Advanced Engineering and Construction (75) 64% 2 Food and Tourism (56) 64% 24% Advanced Engineering & Construction ii (7) 7 29% 54 How much was the amount you sought? [ Base: All Invest Northern Ireland customers who have applied for financial assistance in the last 12 months n=256 ]

55 There has been a notable decrease in satisfaction with the application process since Satisfaction with application process Very satisfied 34% 4 34% 35% 70% 79% 68% 68% Fairly satisfied 36% 38% 34% 33% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 17% 6% 3% 18% 5% 4% 18% 17% 6% 8% 5% 7% 55 How satisfied or dissatisfied were you with the following aspects of applying for financial assistance the application process? [Base: All Invest Northern Ireland customers who have applied for financial assistance in the last 12 months n=256]

56 There has been a downward trend in relation to satisfaction with time taken to approve funding. Satisfaction with funding application approval time Very satisfied 33% 36% 30% 34% 68% 73% 59% 6 Fairly satisfied 35% 37% 29% 28% Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 17% 5% 3% 18% 9% 5% 17% 16% 7% 1 8% 1 No opinion 7% 6% How satisfied or dissatisfied were you with the following aspects of applying for financial assistance The time taken to obtain approval in relation to the level of funding?[ Base: All Invest Northern Ireland customers who have applied for financial assistance in the last 12 months n=256 ]

57 The vast majority agreed they were kept informed by the Invest NI team about the status of their application as it progressed through the organisation. Strongly agree % 4 80% 33% 3 2 Strongly disagree 1 1 4% - 57 No opinion To what extent do you agree or disagree with each of the following statements about Invest NI - The Invest NI team kept me informed on the progress of my application for support as it went through the approvals process? [ Base: All Invest Northern Ireland customers who have applied for financial assistance in the last 12 months n=256 ] 4% Mean Score

58 As would be expected, satisfaction with application process was higher in instances when funding had been granted. Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Satisfaction with the application process Mean Scores Satisfied Dissatisfied ,000 or more (47) Less than 100,000 (186) % 7 67% 5 4% 6% 10% 16% % 6% 10% 1 Granted (176) % 73% 77% 5% 7% 7% Turned down (7) 100,000 or more (47) Less than 100,000 (186) 2.00 Satisfaction with time taken to obtain approval in relation to the level of funding % 20% 27% 29% 25% 50% 45% % 59% 5 48% 9% 16% 2 25% % 64% 65% 8% 8% 1 14% 58 Granted (176) % 83% 68% 75% 4% 6% 1 10% Turned down (7) % 30% 24% 43% 38% 50% 39% Satisfaction when applying for financial assistance, with the application process, and the time taken to obtain approval in relation to the level of funding? [ Base: All Invest Northern Ireland customers who have applied for financial assistance in the last 12 months n=256 ]

59 Levels of satisfaction with most aspects of the claims process have remained fairly consistent with 2013, although satisfaction with ease of completing had declined. Satisfaction with aspects regarding claims process Mean Score 2014 Scale 1 (Very dissatisfied) to 5 (Very satisfied) Mean Scores Satisfied Dissatisfied The pre claims advice visit by Invest NI % % 3% 4% 6% 6% Communication with Invest NI claims team % 77% 68% 76% 6% 6% 1 7% The length of time taken from advice visit to submission of claims form % 7 60% 67% 8% 9% 1 9% The ease of completing the claims schedule / form % 65% 13% 8% 15% 14% That your claim was process within 30 days % 66% 56% 69% 10% 14% 18% 13% 59 How satisfied or dissatisfied were you with each of the following aspects of the process? [ Base: All who have sought / claimed funding from Invest NI in the past 12 months n=279 ]

60 Generally satisfaction with different aspects of the claims process tended to be higher on amounts more than 100,000. Aspects regarding claims process by amount applied for Satisfaction (codes 4 and 5) Scale 1 (Very dissatisfied) to 5 (Very satisfied) Overall Satisfaction More than 100K Less than 100K The pre claims advice visit by Invest NI 78% % 86% 74% 67% 8 79% 85% 74% 78% Communication with Invest NI claims team 76% 77% 68% 76% 83% 66% 6 59% % 8 The length of time taken from advice visit to submission for claims form 66% 7 60% 67% 77% 73% 6 53% 70% 76% 6 7 The ease of completing the claims schedule / form % 65% 7 58% 5 56% 63% 76% 64% 69% That your claim was process within 30 days 68% 66% 56% 69% 77% 6 44% 59% 68% 73% 63% 73% 60 How satisfied or dissatisfied were you with each of the following aspects of the process? [ Base: All who have sought / claimed funding from Invest NI in the past 12 months n=279 ]

61 Agenda Study Set-up Overall Satisfaction, Familiarity and Advocacy Image dimensions Overview satisfaction KPIs Communication Team and main contact Programmes & Advisory services Financial assistance and claims process Additional Questions 61

62 Awareness of the complaints and feedback process is highest among Life Sciences, Electronics and Consumer Products customers. Overall 49% Division Growth and Scaling (108) 57% Life Sciences, Electronics and Consumer Products (41) 63% Technology and Services (67) 4 Advanced Engineering and Construction (118) 38% Food and Tourism (102) 5 International Investment (1) 0% Advanced Engineering & Construction ii (13) 38% Base size in brackets 62 Do you know that Invest NI has complaints and feedback process? [ Base: All Invest NI customers n=451 ]

63 Only 9 of the 451 customers had to make a complaint during the past year with 1 very satisfied with how it was dealt with Yes (4%) 2012 (4%) Very satisfied (1) 1 19% 44% 3 Neither Satisfied nor dissatisfied (4) No 98% (96%) (96%) 13% Fairly dissatisfied (2) 2 Very dissatisfied (1) Have you had to make a complaint to invest NI at any time during the past year? [ Base: All Invest NI customers n=451 ] Don t know (1) 1 How satisfied or dissatisfied were you with the way this complaint was handled? [ Base: All who made complaint =9 ] 6%

64 Suggestions of improvements customers would like to see are highlighted below. Simplify application process Speed up application process Better communication Make customers more aware of what is available More financial support Client executive should be more proactive More tailored solutions Less bureaucracy Concentrate more on small and medium sized businesses Be more focused on local companies Improve claims department Cut down on paper work More one to one meetings More flexibility in their approach Types of funding Easier to get in touch with them Hands on assistance in completing claims forms More help with export markets More capital funding Be more client orientated More helpful staff Better marketing skills Divert resources to address skill shortages 8% 7% 7% 6% 5% 4% 4% 3% 64 Nothing What, if anything, would you like Invest NI to improve upon, so that they have a more positive impact upon your business? [ Base: All Invest NI customers n=451] 46%

65 370 customers (8) who participated agreed to make their responses attributable All research conducted in compliance with the International Standard ISO 20252:2012