Last fall, 黑料福利社 commissioned a Satisfaction Survey to determine how well we are doing with our fiscally sponsored projects. This project was led by Professor Jeff Prottas of Brandeis University, and was informed by his extensive experience with nonprofits and fiscal sponsors. It was a confidential survey to projects to ensure the objectivity of the results. The results are in, and Dr. Prottas declared: 鈥淭he glass is not half full; it鈥檚 more than 80 percent full!鈥
Below are some survey highlights:
- 92 percent of projects were satisfied with our new project specialist model.
- Our overall project satisfaction rate is 85 percent.
- Satisfaction rate of 81-86 percent is stable across new and veteran projects.
- 90 percent of 鈥渟mall projects鈥 (with annual budgets of >$200,000) report satisfaction.
- 90 percent were satisfied with 黑料福利社鈥 communications.
- 85 percent of projects consider the cost of 黑料福利社鈥 services worthwhile.
- 82 percent said they would recommend 黑料福利社.
According to Dr. Prottas, 鈥淭his is a very high level of satisfaction. Indeed, as a general matter, a 90 percent approval rate is close to as high as such things go. 100 percent of anything, much less a diverse group of activist projects, borders on the unobtainable.鈥
Areas For Improvement
This survey identified a number of ways that we can improve services to projects鈥攏amely in how we communicate the extent to which our professional services are supporting all projects everyday. Interestingly, many projects significantly underreport their use of key services like financial services, insurance, and human resources. While 100 percent of projects do use these services in one way or another, usage rates were reported as follows:
- 77 percent report using financial services, but 黑料福利社 is fiscally responsible (and legally liable) for 100 percent of project spending (Model A projects).
- 50 percent report using insurance, but 100 percent of projects are protected by 黑料福利社鈥檚 insurance policies because of events, Advisory Committee meetings and actions, or programmatic activities.
- 28 percent report using human resource services, but 100 percent of projects access human resource services including payroll, benefits, HR policies, and advice on numerous issues from independent contractors vs. employees to use of volunteers.
Dr. Prottas鈥 analysis determined that 鈥淲hen things are going smoothly these services are invisible.鈥 Those that do report usage of all services are most likely to be satisfied and even recommend 黑料福利社 to their colleagues, so it is critical that we help projects understand how these services are supporting their projects everyday. Based on this feedback, 黑料福利社 is committed to more clearly communicating the services provided to all of our fiscally sponsored projects. If your project feels that you are not utilizing the full extent of services available to you, do not hesitate to contact your Program Services Specialist for additional support.
Methodology
Based on phone interviews with a selection of projects, Dr. Prottas developed a survey that was sent to all projects. The results reported here reflect a 60 percent response rate, which is considered 鈥渧ery satisfactory鈥 by Dr. Prottas.