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Parliamentary Debates and Questions

S5W-10448: Jackie Baillie (Dumbarton)

Scottish Labour

Date lodged: 24 July 2017

To ask the Scottish Government what assessment has been made of customer service satisfaction each year for the Scottish Manufacturing Advisory Service.

Answered by: Paul Wheelhouse 28 August 2017

The Scottish Manufacturing Advisory Service (SMAS) carries out a regular review of customer satisfaction.

The following table presents survey findings from 2010 onwards:

Survey Date

Mar-15

Oct-13

Aug-12

Mar-11

Mar-10

% of businesses would work with SMAS again

97%

91%

93%

94%

94%

% of business have a defined approach to continuous improvement

75%

75%

80%

80%

N/A

% of businesses would recommend SMAS to other businesses

100%

98%

100%

98%

98%

% of businesses were satisfied/highly satisfied with the overall outcomes and management of their project

96%

96%

99%

98%

98%

% of businesses expectations from their projects were met in full or exceeded

96%

91%

99%

93%

93%

Source: Scottish Manufacturing Advisory Service - July 2017

In addition, SMAS uses a number of other methods to ensure customer satisfaction is being met, such as holding national conferences. These provide the service with the opportunity to obtain customer feedback on their business proposals. For example, the SMAS conference in 2012 supported their proposal for a new focus for the service on culture and people development. Following this, the SMAS conference in 2014 was then used to evaluate and confirm that the new focus was working and successfully realising benefits for their clients.