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Home Publications |
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Client Services Survey 2001/02 |
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Since 1995, Arts Victoria has conducted customer satisfaction surveys on an annual basis. The seventh annual Client Services Survey was conducted in August 2002. The survey measures Art Victoria's performance from a client perspective in three key areas:
- staff contact;
- mode and efficacy of communication/information dissemination; and
- satisfaction with programs of support.
A written questionnaire was sent to all organisations and individuals seeking support in 2001. Responses are anonymous. For the 2001/02 survey, 808 questionnaires were distributed, about 50 less than the previous year; 261 were returned, representing a 32% response rate.
Key findings:
- Arts Victoria's programs continued to reach a significant number of new clients - 19% of respondents were 'first-timers' having less than one year's contact with Arts Victoria.
- The survey revealed a continuing high degree of satisfaction with contact with Arts Victoria staff, the average satisfaction rate being 85%, an increase since the previous survey.
- With regard to communication, one of the most significant changes was the increase in respondents who had accessed the Arts Victoria website increasing from 64% to 79%
- Respondents' rating of program priorities reflected the interests of individual artists and a perceived need for greater regional and community access to the arts. Most recognised and most highly rated programs were Arts and Professional Development, Artists in Schools, Regional Arts Development and Festivals and Events.
- On the whole clients were satisfied with the funding process - 60% rated their understanding of the grant assessment process as good or excellent; about the same number perceived the process to be fair or very fair; while only 12% saw the process as unfair.
The full Clients Services Survey 2001/02 is available for download in PDF format (266KB).
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