Listening to our members and supply chain partners is a key part of how we work.
As a member owned consortium, feedback helps us decide where we should focus our efforts as CHIC continues to evolve. That is why our annual stakeholder survey is about more than measuring satisfaction. It gives us an opportunity to understand what matters most to the people we work with and where we can continue to improve.
This year’s survey was our biggest yet, with 292 responses representing 41 member organisations and 248 supply chain partners sharing their views.
Thank you to everyone who took the time to contribute.
What you told us
Last year, you told us that strong relationships matter.
You wanted more opportunities to engage with CHIC, greater visibility of what was coming next and continued focus on providing practical support.
You also told us that the biggest strength of CHIC is our people.
The latest feedback reinforces that message, with members and suppliers highlighting the importance of the relationships they have built with CHIC and the support they receive from our teams.
“The staff are really attentive and supportive and offering helpful solutions to things and set up regular & productive meetings”.
This reflects our core values: working collaboratively, acting with integrity, understanding your requirements and continuously looking for ways to improve.
What we have done
Over the past year, we have focused on responding to the feedback we received.
We have increased opportunities for members and suppliers to connect through events, workshops and regional engagement, strengthened our support approach and continued improving how we communicate opportunities, updates and information across our frameworks.
The results show positive progress.
Member satisfaction has increased by over 8%, more members would recommend CHIC and supplier advocacy has improved. These changes show that the actions we have taken are having a positive impact.
However, we also recognise that listening means continuing to act.
The survey highlighted areas where there is more work to do, including improving pipeline visibility for suppliers, strengthening regional engagement and continuing to develop consistency in our communications and services.
That feedback will help shape our priorities for the year ahead as we progress into a new 5 year business plan.
CHIC exists because of our members and being member owned is not simply part of our structure – it influences every decision we make and keeps our focus on delivering value for the organisations we support.
At the same time, we know that successful outcomes depend on strong relationships with our supply chain partners.
As our Chief Executive, Luke Hurd, says:
“We recognise that when a contract is let through a CHIC framework, there are two key partners involved, the member and the supplier.”
That belief underpins the way we work. Our members rely on the experience and support of our supply chain partners to deliver successful outcomes, while our suppliers play an important role in helping us deliver frameworks that meet the needs of the sector.
By working together, we can continue to improve procurement outcomes and support the delivery of better services for residents and communities.
Thank you to everyone who shared their feedback and continues to work with CHIC.
We will continue using your feedback to guide the way we improve CHIC.
The numbers behind the story
Our largest stakeholder survey to date, with 292 responses including 41 member organisations and 248 supply chain partners.
Member satisfaction increased from 7.2 to 7.8 out of 10.
Supplier advocacy improved from +3 to +18.
80% of members and 73% of suppliers said CHIC met or exceeded their expectations.
Supplier opportunities through CHIC increased, with suppliers averaging 2.6 opportunities each year compared with 1.9 previously.
8.3 out of 10 suppliers said they are likely to continue working with CHIC.
If you would like to know more or provide any further feedback directly, please reach out to [email protected]
