Annual procurement survey results
In September 2024, our Procurement Service launched a customer satisfaction survey to better understand how well they're supporting their internal customers and how they can improve. Here, Linzi Halpin and Jemma Oliver share the results of the survey as well as next steps.
The customer satisfaction survey was part of our ongoing commitment to continuous improvement and was sent to 16 service areas, with 11 responding - a strong 69% response rate.
The survey featured 15 questions across five key categories, exploring:
- effectiveness and ease of the procurement process
- satisfaction with team interactions
- changes in demand and their impact
- communication quality
- opportunities to address knowledge gaps
What You Told Us
Effectiveness and support
Customers reported high confidence in knowing when and how to seek advice, where to access information, and praised the team’s responsiveness. Overall satisfaction in this area reached an impressive 93%.
Ease of process
While 87% of respondents said they understood the procurement process, 13% highlighted challenges with completing forms and navigating the steps. We’re actively working to simplify these areas, especially form completion. We plan further improvements once new Microsoft 365 capabilities are available.
Team interactions
This category revealed strong customer confidence, with 97% satisfied with the team’s professionalism and feeling assured that their feedback is heard and valued. To build on this, we’ll be introducing monthly drop-in sessions to make it easier for you to share feedback and ask questions. Share feedback with us
Communication
Communication scored highly, with 93% satisfied overall and 100% happy with the quality and accuracy of information received. However, some customers noted they weren’t always kept up to date on procurement policies and legislation. We’re taking steps to improve this and ensure consistent updates.
Training and upskilling
45% of respondents expressed interest in further training. Key areas identified include:
- contract management
- community benefits
- general procurement processes
We’ll be arranging training sessions in the coming months. Please get in touch if you would like to attend. Service managers will also be asked to nominate staff who they would like to attend the training alongside anyone who was unable to attend last time.
A huge thank you to everyone who took part in the survey. Your feedback is invaluable and helps us shape a better, more responsive procurement service for all.
Interested in finding out more about procurement? Attend one of the upcoming drop-in sessions in person or online.