Results of the Specialist Employability Support Customer Survey 2019


Towards the end of 2019, 3SC undertook our fourth Specialist Employability Support (SES) Customer Survey. The survey was sent to all delivery organisations who are currently contracted by 3SC to deliver SES and the questions asked their customers about:


the quality of their induction;
the support they received during the programme; and
whether that support has helped them to move closer to paid work.


The purpose of the survey is:


To get direct feedback from customers about their experiences.
To identify where good practice is taking place so that it can be shared with other delivery organisations.
To see if there is anything that we, or delivery organisations, can do to improve the customer’s experience.
95% of respondents agree that the support they have received has helped them move closer, or into, paid work.



The survey gets feedback directly from customers on how well the current programme delivery meets their needs and how well delivery organisations support their development needs and employment aspirations.


To try and encourage as many responses from customers as possible we provided three options for them to access and complete the survey:


Customers could complete the on-line survey.
Customers could choose to complete a printed copy of the survey form.
Customers were offered the option of receiving a phone call from a 3SC member of staff who would go through the survey questions with them.


Overall the responses to how well supported customers’ felt and how well the programme met their needs were very positive including:


100% of respondents rated the quality of information they received about the programme at induction as Excellent, Very Good or Good.
100% of respondents were Satisfied or Very Satisfied with their overall experience of the first meeting.
100% of respondents rated the service provided by their Adviser whilst on the programme as Excellent or Very Good.
95% of respondents agree that the support they have received has helped them move closer, or into, paid work.




A copy of the final report can be found here: 3SC SES customer survey report December 2019 v1.1


Denise Blackwell, Risk and Quality Manager, 3SC