Client Satisfaction Survey

Citizens Advice Scotland commissioned Social Market Research (SMR) to undertake client satisfaction research to build a profile of Citizens Advice Bureaux (CAB) client experiences of advice provision during the COVID-19 pandemic and to consider how this picture can inform advice provision in the future. 

Key Findings from the Client Survey Performance of CAB ▪

95% of clients were satisfied with the service provided by CAB (2% were dissatisfied). 

91% of clients said the CAB service either met or exceeded their expectations.

95% would recommend the CAB service to others.

CAB staff were rated highly on all of the indicators included in the survey, for example,

✓ showing sensitivity and understanding regarding client circumstances (97% excellent / good)

✓ making clients feel comfortable in talking about your issues (94% excellent / good)

✓ staff understanding the issues clients were presenting with (97% excellent / good)

✓ solutions being offered / suggested by staff (94% excellent / good) ▪ 69% of clients reported that CAB had ‘completely’ resolved their issue [10%, almost completely: 12% partially].

▪ Clients generally perceived the CAB service in the following terms: helpful; good; excellent; satisfied; and, relieved.

Full report can be downloaded below