BESB: BEP Facility Manager Survey

BEP Facility Manager Survey

2009 Business Enterprise Program Survey

 

Connecticut Board of Education and Services
for the Blind

 

June 2009

 

 

 

 

 

 

 

 

 

 

 

                                  

Conducted by

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 


 


Study Background

 

The Connecticut Board of Education and Services for the Blind (BESB) commissioned the Center for Survey Research and Analysis (CSRA) at the University of Connecticut to conduct a customer satisfaction survey of their Business Enterprise Program.  

 

From May 4 to May 21, 2009, CSRA completed interviews with 42 of the 45 service recipients.

 

Overall Satisfaction

 

Participants were asked to rate their satisfaction with different aspects of the Business Enterprise Program using a 10-point satisfaction scale (1=very dissatisfied and 10=very satisfied).

 

Overall, eight in ten participants (79%) are very satisfied (rating of 8-10) with the Business Enterprise Program at BESB.  Almost all (93%) say their facility is a good fit for them.  A similar number (95%) would recommend the program to their friends who are blind.

 

Participants are most satisfied with their involvement and control of their business with 90% giving this program aspect a rating of 8-10.  No participants voiced dissatisfaction in this area.

 

Operator Training Program

 

When asked about the operator training program, about seven in ten (69%) say they are highly satisfied (rating of 8-10).  Nineteen percent report moderate satisfaction (rating of 4-7).  Only 10% voice dissatisfaction with this program (rating of 1-3).

 

The trainers receive overall high marks for meeting participant training needsó79% report high satisfaction (8-10 rating) in this area, and 12% say they are moderately satisfied. Only one in ten voices dissatisfaction in having their training needs met.

 

An overwhelming majority of program participants (74%) say that their trainer covered needed aspects of their business.  About one-quarter indicate that there were business areas that were not covered, or not covered well.  These areas include:

 

  • Inventory skills
  • Employee conflict
  • Purchasing
  • Customer and community relations
  • Accounting
  • Business reports
  • Taxes and finance
  • Retirement

 

Field Representatives

 

Participants feel positively about their field representatives.  Almost nine in ten (88%) say their field rep treats them respectfully and with dignity.   About three quarters (74%) report high satisfaction (rating of 8-10) with their field repís responsiveness to their individual needs.  Field representatives are viewed as having good communication skillsĖ76% of participants are highly satisfied in this area.  Seven in ten (71%) are similarly satisfied with their field repís understanding of their total business (including technology needs).

 

The majority of participants (57%) are highly satisfied with their field repís ability to settle disputes and conflicts.  An additional 38% report moderate satisfaction in this area.  Only 5% say they are dissatisfied (1-3 rating).

 

BEP Operations

 

Participants were asked about their facilities, equipment, and the technology they were provided.  The cleanliness and organization of facilities and timeliness of receiving equipment received the lowest satisfaction ratings.

 

Less than half (45%) report high satisfaction (8-10 rating) with the cleanliness and organization of the facility they took over.  More than a third (38%) say they are moderately satisfied (4-7 rating) with the condition of their operation.  Twelve percent report dissatisfaction (1-3 rating) in this area.

 

Only 43% report high satisfaction (8-10 rating) with the time it takes to receive equipment for their business.  Almost two in ten (19%) say they are dissatisfied (1-3 rating).  This area received the highest dissatisfaction rating for the survey.

 

While some participants voice dissatisfaction with the time it takes to receive equipment, seven in ten (71%) say they are highly satisfied (8-10 rating) with the time it takes to resolve equipment issues, including repairs. 

 

Two-thirds (67%) report similar satisfaction (8-10 rating) with the technology provided through the BEP.

 


 

A review of the mean satisfaction ratings shows overall high satisfaction with most program aspects listed below.  BESB could further investigate issues related to the cleanliness of facilities and timeliness with regard to equipment deliveryóthe areas that received the lowest mean satisfaction ratings.

 

 

Mean Satisfaction Ratings

 

Your involvement/control of your business

9.17

Business Enterprise Program at BESB

8.55

Time it takes to resolve/repair equipment issues

8.36

Field repís responsiveness to needs

8.31

Field repís communication skills

8.29

Trainer met specific needs

8.26

Field repís understanding of total business

8.14

Technology provided

8.00

Operator training program

7.95

Field repís ability to settle disputes/conflicts

7.90

Cleanliness and organization of facility

6.85

Time it takes to receive equipment

6.24

 

 

Recommendations

 

Participants were asked for recommended changes to the Business Enterprise Program.  The verbatim responses are included in the section that follows. Recommendations are very varied and include suggestions such as training on money management skills, yearly supervisor visits to locations, more advancement and growth opportunities, greater involvement in decision making, reduced rates for spouses for health insurance, and a wider variety of business choices. 

 

Methodology

 

The Board of Education and Services for the Blind (BESB) commissioned the Center for Survey Research and Analysis (CSRA) at the University of Connecticut to conduct a customer satisfaction survey for clients who participated in the Business Enterprise Program.  A total of 42 interviews were conducted from May 4 to May 21, 2009.  BESB provided the contact information for the 45 eligible participants.

 

This survey has a margin of error at the 95% confidence level of +/-4 percentage points with a finite population.  This means there is less than a one in twenty chance that the results of a similar survey of this size would differ by more than 4 percentage points in either direction from the results which would be obtained if all 45 participants had been interviewed.   

 

Result Code

n

%

Completed

42

93.3%

Left message

2

4.4%

Unreachable

1

2.2%

Total

45

100%

 


 

Annotated Questionnaire

May I speak with <FNAMe> <LNAME>, please? My name is $I. I am calling on behalf of the Connecticut Board of Education and Services for the Blind (BESB). We are conducting a survey evaluating your level of satisfaction with the Business Enterprise Program.  We understand that you operate one of the locations available through that program.

 

The results of the study will be kept confidential and will only be used in an effort to improve the program.

 

IQ1. Please answer the following questions on a scale of 1 to 10 where 1 means Very Dissatisfied and 10 means Very Satisfied.

 

Q1. How satisfied were you with the operator training program? 

 

1-3

10%

4-7

19%

8-10

69%

Donít know/Refused

2%

Total Respondents

42

 

Q2. How satisfied were you with how your trainer met your specific training needs?  

 

1-3

10%

4-7

12%

8-10

79%

Donít know/Refused

--

Total Respondents

42

 

 

Results may not sum to 100% because of rounding.

 

Q3. Were there aspects of your business that were not covered, or not covered well, by your trainer? If so, which parts?

 

Yes

24%

No

74%

Donít know/Refused

2%

Total Respondents

42

 

Comments (if so, which parts)

  • Inventory, basic skills                                                                                                                  
  • Employee conflict                                                                                                                                                    Purchasing, community relations                                                                                                                                                    
  • Things he had to learn that weren't expected; customer relations and bookkeeping and taxes, retirement questions                                                                                 
  • Needed additional accounting help                                                                                                                                                                                
  • Business report                                                                                                                                                                                                          
  • Taxes and finances and monetary stuff not covered                                                                                                                                                                                       
  • There were things they could not cover, and they did not have everything I needed                                                                                                                                                             
  • Trainer was good. Due to absence of trainer, dealing with employees at a business level was not covered.                                                                                                                                        

 

Q4. How satisfied are you with your field rep's ability to settle disputes and conflicts (such as disputes with BESB or building representatives)?  

 

1-3

5%

4-7

38%

8-10

57%

Donít know/Refused

--

Total Respondents

42

 

Q5. How satisfied are you with your field rep's responsiveness to your needs?  

 

1-3

7%

4-7

19%

8-10

74%

Donít know/Refused

--

Total Respondents

42

 

Q6. How satisfied are you with your field rep's communication skills (ability to explain and help you understand their point)?   

 

 

1-3

10%

4-7

14%

8-10

76%

Donít know/Refused

--

Total Respondents

42

 

Q7. How satisfied are you with your field rep's understanding of your total business (including technology needs)?   

 

1-3

7%

4-7

21%

8-10

71%

Donít know/Refused

--

Total Respondents

42

 


 

 

Q8. Do you feel like your field rep treats you with dignity and respect?

 

Yes

88%

No

12%

Donít know/Refused

--

Total Respondents

42

 

Q9. How satisfied are you with your involvement/control of your business?   

 

1-3

--

4-7

10%

8-10

90%

Donít know/Refused

--

Total Respondents

42

 

Q10. How satisfied are you with the time it takes to receive equipment for your business?

 

1-3

19%

4-7

36%

8-10

43%

Donít know/Refused

2%

Total Respondents

42

 


 

 

Q11. When you took over your BEP operation, how satisfied were you with the cleanliness and organization of the facility?   

 

1-3

12%

4-7

38%

8-10

45%

Donít know/Refused

5%

Total Respondents

42

 

Q12. How satisfied are you with the time it takes to resolve/repair equipment issues?   

 

1-3

2%

4-7

19%

8-10

71%

Donít know/Refused

7%

Total Respondents

42

 

Q13. How satisfied are you with the technology provided?   

 

1-3

7%

4-7

17%

8-10

67%

Donít know/Refused

10%

Total Respondents

42

 


 

Q14. Overall, how satisfied are you with the Business Enterprise Program at BESB?  

 

1-3

--

4-7

21%

8-10

79%

Donít know/Refused

--

Total Respondents

42

 

Q15. Is your facility a good fit for you?

 

Yes

93%

No

5%

Donít know

2%

Total Respondents

42

 

 

Q16. If there was one thing you could change about the Business Enterprise Program, what would it be?

 

  • Amount of time it takes to correct a problem. Things with the state take too long.
  • Availability of a talking credit card machine; that would help businesses such as mine.
  • Be more honest as to where the money is going.
  • Go back to the way it used to be before the state was involved to get equipment.
  • The manner in which the starting inventory is handled.
  • Better training
  • The training program is lacking, the people just sit behind their desk and push pencils.
  • They need better teaching of money management skills and going over taxes, not just sales tax but more personal money management, teach people life skills.
  •  They should provide better training and more adequate facilities.
  •   Supervisor should visit all locations once a year.
  •   They need to do things faster.
  •   Listening closer to direct requests of individual operators.
  • Would like bosses of BEP to hear this person out instead of the field rep.
  • They need to have a "10" in listening to the operator needs.
  •  See that the field reps that are hired have a background in food service.
  • Field rep accountability.
  •  Field rep should show him more instruction for equipment he already has.
  • More one-to-one help with paperwork
  • A few weeks of vacation instead of only one.
  • More advancement opportunities
  • Open to other operations, not only federal buildings but include schools and colleges
  •  Have the blind operators take over; we know more about problems between distributors and us, and the money we have to pay out for them.  Some of the smaller operators are small, while other bigger ones may not be.
  •  Would like to have spouses included in reduced rate for health insurance.
  • She would like to be more involved in the decision making about things that are authorized for her behalf.  As a blind person she can give more input to what works for her.
  • Small business operators could get some money to survive if there is a medical problem or emergency that takes them out for awhileóto help over a rough patch and keep the business alive.
  • To get better customers
  • There is no way to grow, if I have an idea I'm not allowed to make it grow.
  • We need more opportunity to involve more people in our businesses.
  • Wider variety of business choices

 

Q17. All things considered, would you tell your friends that are blind to try the Business Enterprise Program at BESB?

 

Yes

95%

No

2%

Donít know

2%

Total Respondents

42%

 

 

Thank you for taking the time to speak with me today.

 





Content Last Modified on 11/18/2014 10:29:38 AM