What we learned from the Inspire2Enterprise customer satisfaction survey

We do our best to provide all of our customers with a high quality service. In order to do this we run regular customer satisfaction surveys which help us to understand what we do well, and where there are opportunities for improvement.

The points raised in the latest survey (May 2017) and our comments can be found below:

How we’ve helped

  • Given advice in areas such as HR and legal matters, giving customers the confidence to recruit and employ staff
  • Provided sound and realistic advice, especially for preparing end of year accounts, saving our customers money
  • Helped pre-start customers with direction on completing their business plans and discussing networking options
  • Advised customers how to incorporate properly and deal with larger businesses

How can we improve?

Difficulties with reaching the team via telephone

We have a relatively small team covering enquiries from across the UK, consequently our phones may be busy when you contact us. However there is a voicemail facility which is checked several times daily. Our offices are staffed between 8.00 – 5.30, Monday – Friday. We are always available via email (info@inspire2enterprise.org) and aim to respond to all queries within two working days, although at extremely busy times this may extend to five working days.

Why do we ask to see your business plan before advising on the most appropriate legal structure?

Being a social enterprise is not in itself a formal legal structure. Social enterprises can take a variety of forms and we are often asked to suggest the most appropriate structure. The answer will depend greatly on your intended strategy and this is why we ask to see a properly completed business plan.

For example, if the intention is to be dependent on grant funding, then it is likely that you will want to become a charitable organisation. This in turn will place restrictions on the enterprise’s ability to trade and to pay those who are running the organisation.

Alternative structures, such as Community Interest Companies (CIC), can readily engage in trading activity and the Articles of Association (a CIC governing document) allow directors to be paid. However, there will be fewer grant funding opportunities.

With a complete business plan Inspire2Enterprise can suggest which structure is most appropriate and support you in the process of setting up the organisation. (If you don’t already have a plan, we can send you a template to get started and then contact you to review progress when you’re ready.) The template will help you to think about areas that may have previously been overlooked.

Suggestion that we make follow up calls to see how customers are progressing

Due to resourcing issues earlier this year we had to reduce the number of our follow up calls; however these were fully reinstated during April 2017 and are ongoing.

Why are some of our services chargeable?

The majority of our services, such as reviewing your business plan and providing feedback or advice, are free of charge. However if you want us to spend a significant amount of time in writing your plan for you, or in providing tailored specialist advice, then there would be an associated cost as this means that we are able to help fewer clients whilst we are dedicating extended time to you. We will not charge you for anything without explaining costs, and what they include, in advance of providing the required service.

We’d love to hear from you

If you didn’t participate in our survey, there’ll be future opportunities to do so, but we’d love to hear from you in the meantime. Please do not hesitate to get in touch if you’d like to talk to us about any aspect of the Inspire2Enterprise service by clicking here.

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