Member and Supplier Feedback Survey 2024: Insights and Future Actions
CHIC uses an independent survey company, Fusion Insight, to undertake an annual survey of our members and supply chain partners. The 2024 survey is now complete and we have summarised the findings in this article.
Survey Overview
The survey was conducted via anonymous web based surveys and telephone interviews from early March to late April 2024. We invited responses from our 10,000+ stakeholders and we received 166 responses; this was an increase from 107 in 2023 and 28 in 2022. This year, 50 of the responses were collected through telephone interviews, undertaken by Fusion Insight.
Respondents:
- Total Responses: 166
- Members: 56
- Suppliers: 110
- Key Roles:
- 48% – sales/business development
- 55% – procurement
- 82% – heads of service or managers
- 78% – directors, heads of service, or managers
Key Findings:
Service Utilisation
- Members: Most frequently used services related to Capital and Planned Investments (52%) and Building Safety & Compliance (48%).
- Suppliers: Primarily provide Building Safety & Compliance (41%) and Materials & Merchants services (30%).
Recent Interactions with CHIC
- 46% of suppliers and 30% of members had engaged with CHIC within the last month.
- Suppliers reported an average of 2 opportunities through CHIC in the past 12 months, though 30% had no opportunities.
Satisfaction and Advocacy
- Members had a satisfaction score of 7.7/10
- Suppliers had a satisfaction score of 6.7/10
Expectation vs. Experience
- 80% of members reported CHIC met or exceeded expectations, compared to 60% of suppliers.
- The main feedback or concern from supply chain partners was the limit of opportunities for work, once being selected to a framework or joining a DPS
Value of Relationship with CHIC
- Members: Appreciate support, sector information and ongoing account management.
- Suppliers: Value business opportunities, access to relevant projects and professional interactions.
CHIC’s Board has reviewed the feedback from the surveys, in order to ensure that we focus on continuous improvement, reflecting our responsibilities as a member owned consortium.
The Board noted that member satisfaction is a little higher than that of our supply chain partners. This reflects that member use CHIC by choice, but suppliers have to invest (in tendering for frameworks or joining a DPS) without any guarantee of work or return.
Key conclusions and actions from the survey outcomes are:
- We will review communications with our stakeholders, to ensure we are transparent about what CHIC offers and the opportunities for our supply chain.
- We will seek to maintain opportunities for all partners to be able to access tenders and contracts
- We will continue with CHIC’s regular events while bringing our stakeholders together to share and learn.
We believe that the survey provided fair feedback in respect of how we deliver to both our members and supplier partners. The CHIC team will continue to focus on improving our services and communications.
We are grateful to all those who engaged in the survey for your time and your objective feedback. The survey will be repeated in the Spring of 2025. We welcome feedback at all stages of the procurement process. If you would like to give your experiences, or develop a case study / testimonial, please reach out to a member of the team at [email protected]
