Annual Client Satisfaction Survey

In July 2005, all of our clients receiving services during the past year received a satisfaction survey. The following is a summary of their responses.

Norris Consulting Group has provided a variety of technical assistance services for these clients during the past several years. The majority of these collaboratives received a combination of evaluation; grant proposal preparation; workshops/training sessions; needs assessment; strategic planning; and meeting planning and facilitation services.

The success of this approach is self-evident. Collaborative capacity development relies on a carefully crafted mix of the above-mentioned technical components. Successful collaboratives must have strong needs assessment and strategic planning processes that develop comprehensive multi-year strategic plans. Subsequently, they must have the resource development and evaluation capacity to fully fund and support these plans.

We asked these collaboratives to rate the quality of service they have received from Norris Consulting Group. Their options were “Excellent, Good, Fair and Poor”.

94% of these collaboratives rated our services as “excellent” and 6% (one collaborative) rated them as “good”.

We also asked the clients to rate Norris Consulting Group on a variety of specific client satisfaction factors. 100% of the responding collaboratives agreed with the following statements:

They are knowledgeable regarding my projects.

Are courteous and professional.

Are flexible to our changing demands and schedules.

Do their best to respond to my requests in a timely manner.

Are available at critical deadlines.

Are willing to work nights, weekends and holidays to ensure that we have a finished product by critical deadlines.

Are willing to help when unexpected barriers/funder demands occur and we need their help ASAP.

Understand my community’s needs.

Work well with my organization/collaborative.

Respect me and my organization/collaborative.

Anticipate our needs and proactively make suggestions to make my job easier.

Are willing to explain a new concept/project in a manner that can be understood by the majority of my collaborative members.

Suggest potential funding opportunities and ways the specific opportunities can potentially help my organization/collaborative.

These collaboratives were also asked how would they compare Norris Consulting Group to other technical assistance providers they have worked with during the years. Their potential options were “Better, As Good or Worse”.

94% of the collaboratives answering the question asserted that Norris Consulting Group was “better” and 6% (1 collaborative) stated that they were “uncertain” because they have never used other technical assistance providers because they are so satisfied with NCG.

When the collaboratives were asked to explain why they felt that NCG was “better” than other technical assistance providers they have worked with, they mentioned issues such as: quality of service; expertise in the field (especially relating to resource development and evaluation); accessibility; reliability; consistent; supportive; knowledge regarding the uniqueness of their communities; understanding of the needs of collaborative coordinators; attention to detail; and desire for client satisfaction.

The following are selected comments from some of our clients:

Over the last 10 years, we have been awarded over 3.5 million dollars in grant funds. With the evaluation reports from Norris Consulting, not only have we been able to show the needs of our county to funders, we have also been able to circulate the reports throughout the entire county in a format that every one understands.

Norris Consulting goes above and beyond to make sure that our needs are met. In addition, Ms. Norris and her staff are like members of our community. A major part of our success is contributed to Norris Consulting Group and the services they have provided for our collaborative.

Our organization has benefited greatly from the extensive program evaluations that Norris Consulting Group has done (and is doing) for our program. Their professional expertise and knowledge is an asset to our program.

Norris Consulting Group is professional, maintains high standards, produces quality work, is dependable and truly cares about getting the job done to the highest expectations. Evaluation of our SPRANS program is outstanding. Grant writing expertise is incomparable-far above any other consulting group. Trainings are well conducted, informative. Gets grants for us and for our region to do the work we need to do.

As a result of the grant proposal preparation provided by Norris Consulting Group, our county has received several large federal and state grants. Consequently, our community has made great strides in improving the organization’s overall outcome and coming closer to meeting the goals. The organization has developed a strong health network. Through the assistance of Norris Consulting Group in developing a strong evaluation plan, the organization has been able to use the evaluation results to secure funds from the school system to sustain some positions previously funded with grant funds.

Norris Consulting has been a part of Tattnall County Family Connection since 1994. She knows our county’s needs and is willing to go beyond her role as an evaluator to help us meet them. Her passion for helping bring about positive change in our county is unmatched. We appreciate her as an evaluator, but also as an integral part of our collaborative.

Norris Consulting Group treats all clients in a courteous, professional manner, regardless of size of collaborative or contract. The Group also shares grant opportunities on a quarterly basis, which is very helpful to nonprofits that are always looking for money.

Carol and her staff have always been helpful to all aspects of our community’s strategic plan and process.

Strong work ethic and customer service relationship.

Every staff member is professional, friendly, and helpful. Calls are returned promptly and my community organizations are successful because of our partnership with Norris Consulting Inc.