Business Support Survey results

During September 2009 Cobweb asked subscribers to its EnterQuest newsletter and Better Business magazine to take part in a survey to find out opinions and experience of publicly funded local business support they had received in the last 12 months.

Similar surveys was carried out in 2007 and 2005 and we have attempted to draw comparisons where possible. The results were in some respects predictable, in others quite surprising.

The survey asked owner managers about levels of satisfaction by type of support they received ie from Business Link, enterprise agency, local council etc, and quizzed them about what satisfied them the most, what they found most disappointing, and asked for suggestions for improvements to the support available.

The most striking point of note in the results was the performance of Business Link with two thirds (65%) of respondents being satisfied with the support received, ( 43% very satisfied) but with a third (35%)of respondents either not very satisfied or totally unsatisfied. General satisfaction levels were almost identical for support received from local enterprise agencies, but with only 35% being very satisfied.

Support from Chambers of Commerce and local authorties/councils was less impressive with a 50/50 split between satisfied and unsatisfied for the Chambers and a 55:45 split in favour of satisfied from local council support. However only 13% of respondents were very satisfied with support from their Chamber and only 10% from their local council. Furthermore, 17% of respondents were totally unsatisfied with Chamber support and almost 20% totally unsatisfied with support from their council.

Overall figures from responses revealed that recipients of business support across all providers were as follows:

• Very satisfied 26%
• Fairly satisfied 30%
• Not very satisfied 22%
• Totally unsatisfied 22%

In aggregrate the figures are 56% satisfied and 44% not satisfied. Survey respondents were located in all regions of the UK.

This survey highlights a continued and marked improvement of attitudes towards support from Business Link, or at least from Business Link branded support services. In a poll of EnterQuest subscribers in 2005 Business Link were recorded as being rock bottom in a list or 10 sources of advice and support - the list included the usual support agencies, the banks, accountants and local business libraries. Top of the 2005 list as most favoured source of advice was family and friends.

In the 2007 survey, Business Link had improved its standing, with 57% of respondents being satisfied with Business Link - a higher proportion than those seeking advice from friends and family.

So the latest 2009 survey continues to show encouraging signs that things are moving in the right direction with attitudes towards Business Link, although it still remains a fact that one out of three businesses were still not satisfied with the support they received from their Business Link, and 44% were not satisfied across all types of local business support provision.

In terms of the specific questions asked in the survey and qualified answers given the responses were varied and in certain cases quite animated. The following is a summary of ten of the typical responses given for three of the main of the question areas.

What disappointed you the most

• lateness of the adviser, lack of respect shown
• emails and phone calls unanswered/ not returned
• the adviser did not understand my business or my industry
• lack of clear written steps for funding applications
• no new advice given, I knew what was said already
• excellent support programmes stop when their funding is withdrawn or ends
• lack of understanding of local business needs
• lack of support for true micro businesses ie sole traders
• time taken to get answer on grant application
• BL website has has too much confusing info, you just get swamped

What pleased you the most

• quick response to grant application, given answer in 5 days
• the adviser understood our business model
• we got what was written on the tin, and in good time
• excellent training sessions from Business Link
• free (Business Link)
• wealth of free information provided adviser
• superb free courses
• ease of application process
• good follow up range of courses available
• vouchers to use for one-to-one services

What do you suggest that would improve the service you received or would like to receive in the future

• the adviser should have real, practical experience of business
• specialist rather than general help and advice is needed
• more empathy with first timers
• more long term funding for successful support programmes
• more local services and resources available
• loans available for true micros
• more interest in customer needs than in ticking boxes
• as well as support website there needs to be people on the ground to meet face to face
• stop compartmentalising support eg not dealing with "that type of business"
• provide help for "able-bodied white men"

Key likes - courses, free services, local support and advice.

Key dislikes - supplier driven (need to tick their boxes), exclusion of micros and sole traders, general rather than specialist advice.

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