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Report Back on the Youth Support Services Customer Satisfaction Survey 2006-7
Introduction
Every year, a proportion of the young people who are in contact with Oxfordshire Youth Support Services fill out the Customer Satisfaction Survey. This allows the Service to check it is meeting the needs of young people and suggests ways we can improve the service
Download the Full Report
You can download the full report here. (PDF)
The Report
Forms were sent out to all Youth Services and the survey was conducted during a single week in November. Over 1000 young people responded and the response was overall positive, with 87% of young people rating the service as "good" or "excellent" and 86% saying they would recommend the service to other young people.
Best of all, the young people were full of ideas about how to improve the service.
Read on to find out more.
1.How would you rate the service overall?
| Response |
Percentage |
Number of young People |
| None |
3% |
32 |
| Awful |
0% |
0 |
| Bad |
0% |
4 |
| OK |
9% |
94 |
| Good |
45% |
466 |
| Excellent |
42% |
431 |
2. What do you think of your local worker?
| Response |
Percentage |
Number of young People |
| None |
5% |
51 |
| Awful |
0% |
2 |
| Bad |
0% |
4 |
| OK |
10% |
101 |
| Good |
36% |
371 |
| Excellent |
48% |
498 |
3. How do you rate the equipment and
the place in which you saw us?
| Response |
Percentage |
Number of young People |
| None |
8% |
86 |
| Awful |
1% |
6 |
| Bad |
3% |
29 |
| OK |
23% |
238 |
| Good |
41% |
424 |
| Excellent |
24% |
244 |
4. Would you recommend our service to
other young people?
| Response |
Percentage |
Number of young People |
| No |
3% |
32 |
| Unlikely |
1% |
6 |
| Maybe |
1% |
6 |
| Probably |
9% |
97 |
| Yes |
42% |
434 |
| Definitely |
44% |
451 |
6. What have you done through our services?
| Out of a total of 1027 young people.... |
| 531 got advice |
51.7% |
| 456 found information |
44.4% |
| 447 made new friends |
43.5% |
| 389 asked for help |
37.9% |
| 326 played sports |
31.7% |
| 299 made choices about their future |
29.1% |
| 273 used computers |
26.6% |
| 255 took part in outdoor activities |
24.8% |
| 239 had a good time |
23.3% |
| 227 were supported through a personal difficulty |
22.1% |
| 218 took part in arts or craft activities |
21.2% |
| 198 learned about being healthy |
19.3% |
| 152 made music |
14.8% |
| 137 took part in a performance |
13.3% |
| 118 had gained accreditation (certificate) |
11.5% |
| 102 had joined Youth Forums |
9.9% |
| 100 had found a training course |
9.7% |
| 84 left this question blank |
8.2% |
| 76 did some volunteer work |
7.4% |
| 59 found a job |
5.7% |
7. Does it take you 30 minutes or less to get here?
| Reply |
% |
number |
| Yes |
76% |
646 |
| No |
24% |
199 |
NOTE: Percentages refer to young people who responded only. 182 young people left this question blank.
8. How many times do you come here in a month?
| Once a month |
15% |
110 |
| Twice a month |
8% |
61 |
| Three times a month |
8% |
55 |
| Four times a month |
40% |
290 |
| Five times a month |
4% |
27 |
| Six times a month |
2% |
17 |
| Seven times a month |
1% |
6 |
| Eight times a month |
13% |
92 |
| Nine times a month |
0% |
2 |
| Ten or more times a month |
8% |
61 |
NOTE: Percentages refer to young people who responded only. 308 young people left this question blank.
9. Have you had the opportunity to be
involved in planning the service on
offer to decide on what you would
like to do?
| Reply |
% |
number |
| Yes |
61% |
439 |
| No |
39% |
278 |
NOTE: Percentages refer to young people who responded only. 310 young people left this question blank.
10. Demographic information
| Gender |
|
|
Age Range |
|
|
| Male |
487 |
47.4% |
10-12 |
43 |
4.2% |
| Female |
494 |
48.1% |
13-19 |
885 |
86.2% |
| Not given |
46 |
4.5% |
20-25 |
44 |
4.3% |
| |
|
|
Not given |
55 |
5.4% |
| |
|
|
|
|
|
| Ethnicity |
|
|
Disability |
|
|
| White |
786 |
76.5% |
Yes |
65 |
6.3% |
| Mixed |
48 |
4.7% |
No |
904 |
88% |
| Black |
44 |
4.3% |
Not given |
58 |
5.6% |
| Asian |
41 |
4% |
|
|
|
| Chinese |
5 |
0.5% |
|
|
|
| Not given |
85 |
8.3% |
|
|
|
11. Comments about the service
What's good about the service?
- Very efficient. Flexible. Welcoming
- You can talk without worrying it will go back to my parents
- I was able to share how I feel about problems without being judged
- Gave me a better idea about what I wanted to do in the future
- Generally a lot of support covering family life, school, work experience
and anger management
- Gave me a lot of information about my college course I want to do.
- Very helpful
- Answered all the questions I wanted to know. Made me feel
comfortable
- Helps with career directions, what A levels to take, made things a lot
clearer
- They help you with things like job, housing and much more
- Connexions staff are very helpful and bend over backwards to help you
get a job/work. Always friendly attitude/smile
- It is good fun being there, because I can do what I like to do
- Always someone here to talk to, lots of opportunities to do arts/crafts. Advice always available
- Able to make friends, get the opportunity to do creative arts/crafts
- You can come in and talk to youth worker and you know it's confidential
- The youth workers
- It's good because it's a place to get off the streets and to chill out#
- Kind people, welcoming
- The gym is excellent
- You get to talk to your friends about more stuff than you can at school
- We went to many trips including Manchester. Also the pool table is
cheap at 20p.
- Everything is good, there is a lot of things which kids can do. If I had to
pick the community centre of the year this would be it would be this
one.
- Friday gigs are fun and cheap
- Somewhere to go that's inside and not cold
- Everything
- The chance to sit and talk to other mums while the kids play
- The service is good for lots of reasons: advice, meeting new people,
kids can play, etc
- My counsellor was very good
- Flexible appointments. Christine is a wicked counsellor
- Always come away feeling better
- Understanding and easy to talk to people
- You get to say what you like and can express your feelings
- It is helping me
How could we make the service better?
- Shorter waiting list. Make the sessions longer. Easier to get hold of.
Tell GPs more info so they can help more.
- Find better places for the sessions to happen
- To do more things like going out for the day like adventure parks,
swimming
- More days and times available
- Better quality equipment
- By involving young people in more activities to get them working as a
team and communicate
- Make it longer
- Up the age on some things
- By providing a crèche once a week, for a couple of hours that we pay a
small amount for
- People with past experiences to talk to
- More careers advice
- More staff, full time staff at the school
- More advertisement so more people get involved with the service
- More connections with local employers willing to take on apprentices
- Make it more fun and interesting
- Playing more games
- Get more people in from colleges, etc
- Would have liked to use websites for colleges because I don't have a
computer at home
- Better computers
- Open later on
- Make more posters [to encourage people] to go to every group, just make it more welcoming for
more younger students because they think it's only for the older
students
- Bigger groups
- More residentials
- Advertise service more, eg TV, radio
- Better opening times? Or longer opening times
- Make it compulsory. Every year 11 has an appointment
- Start careers advice earlier in the school
- Get a new building
- Do more arranged activities
- younger age, more days open, more discussions
- by coming to school assembles and speaking about your different
services
- get more money so we can get more things for us to do
- better decorating and more fun nights
- More studio time
- More female workers, more things to do, I would like just girls trips like
dance class trips
- Opened on Saturdays maybe, have posters advertised more on
teenage pregnancy and why they should use protection
- Music in centre
- Let younger people go to any connexions building wherever they live
- stamp out bullying. More venue and equipment to play with
- More evening drop-ins. Maybe less day time drop-ins as a consolation
- Snacks should be provided and drinks
- Stop the little kids coming in
- yes we have told people they sound very excited to come but they have
to ask their parents
- girls football team
- more workshops e.g. sexual health
- don't have to pay
- open in summer holidays
- no smoking
- Open in holidays
Thanks to everyone who took part, and all the workers who did such a good job of getting the responses back to us.
It's your Service!
The information we've gathered will help us plan for next year. In the meantime, if there's anything you'd like to see at your local youth centre, go along and talk to the Youth Worker -- they're always open to ideas from young people.
Next Steps
This year, Connexions centres and Youth Centres will be addressing the issues raised in the Customer Satisfaction Survey through Action Plans for each locality, area or centre.
You can see some of these action plans online here:
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