How satisfied are VCA customers?

Satisfaction Survey Report 2018In November 2018, we sent a survey via email to nine hundred contacts of volunteer organizations registered with VCA. 88 people completed the survey (response rate of 9.8%). In 2016, we conducted a similar survey among over a thousand contacts, with a response rate of 6.4%.

Most organizations (54.8%) are familiar with VCA through word of mouth: from their colleagues, acquaintances, or the municipality. Others find us through the internet/social media (28.6%).

Which services are being used?

Job Board – 90.5%
Website – 90.5%
Newsletter – 72.6%
Workshops/Training – 57.1%
Consultations – 40.5%

How is our customer friendliness perceived?

By phone and email:Good to very good (79%) – Satisfactory (21%) – Fair or poor (0%)During (advice) conversations:Good to very good (74.9%) – Sufficient (21.1%) – Moderate (4%) – Insufficient (0%)During training/workshops:Good to very good (79.6%) – Sufficient (20.4%) – Poor or insufficient (0%)Some comments:
“I have already found many volunteers through the job board.” “The advice and service of the VCA are good.” “Very friendly and engaged attitude in conversations. Pleasant employees with a lot of enthusiasm and joy in their work.”Also, people see areas for improvement:“It would be nice if workshops are also held in the evenings.” “I find the job board very cumbersome and sometimes confusing, making it less user-friendly.”

Job Board

The user-friendliness of the job board is experienced as:Good to very good – 54.5%
Sufficient – 32.6%
Moderate – 12.9%
Insufficient – 0%Organizations prefer to recruit volunteers through us for:One-time tasks – 4.5%
Short-term projects – 4.5%
Long-term commitment – 90.9%The potential volunteers who respond are generally:Good to very good fit – 42.4%
Sufficient fit – 37.9%
Moderate fit – 4.5%
Insufficient fit – 3%

Top 5 values currently associated with VCA

1. Service/Customer message (56%)
2. Expertise (46.4%)
3. Accessibility (40.5%)
4. Reliability (33.3%)
5. Enthusiasm (31.1%)

What can VCA improve?

1. Nothing (32.1%)
2. Accessibility (27.4%)
3. Innovation (19%)
4. Connection (16.7%)
5. Expertise (10.7%)

Amsterdam Volunteer Insurance

The Amsterdam Volunteer Insurance is known to 38.1% of the respondents. We regularly provide information about this insurance through our newsletter.More information can be found here as well.

Service Expansion

We also always ask which services we should expand. Mediation between organizations and companies ranks first at 34.5%. The demand for this has increased compared to 2016, when 33% indicated that this service deserves more attention. We are responding to this.with our project Mix and Match.

Which organizations filled in the survey?

The respondents work at organizations in Amsterdam, and a small portion (8%) outside Amsterdam. They are active in the sector Welfare: 39.3%, Arts and Culture: 16.7%, Healthcare: 14.3%, and Education: 10.7%.