Thank you to all of those who took part in UCIT’s Customer satisfaction survey during 2010/2011.

What was clear from the survey is that community and voluntary groups continue to face difficulties accessing affordable finance from the banks. UCIT’s competitive interest rates and flexibility combined with our understanding of the community and voluntary sector in Northern Ireland meant we where the first choice for charities and social enterprises seeking loan finance.

Key findings that we are pleased to be able to share of the 38 loan holders that responded:

76% of UCIT’s loan clients surveyed rate ongoing customer service as Excellent

94% of new UCIT loan clients surveyed indicated that UCIT’s application process was either Excellent or Good

97% of UCIT loan clients rated communications as Excellent or Good

It was particularly evident in terms of customer service, that community organisations and social enterprises that have accessed a loan from UCIT value the personal approach and levels of advice and support on hand from UCIT over the duration of the loan:

‘UCIT has proved a very sound partner – staff have proved an excellent link and provided robust and sound advice’

‘As volunteers we appreciate the advice and support when sought’,

‘Without UCIT we would have struggled many times but with their help and experience we have gained a lot of knowledge’

‘We feel we can ring at any time regarding any concerns at all’

‘Always at hand to answer queries and to help with practical advice’

‘Excellent source of support over the last 10 years’

‘Easy to deal with and supportive of the community sector’

As ever, there is always room for improvement. We will endeavour to look at ways of speeding up the legal side of our loan application process where possible, and look towards investigating some of the useful suggestions put forward, for example, providing increased levels of mentoring support and sending more correspondence by email.