2022 customer satisfaction and impact survey

2022 customer satisfaction and impact survey

At The Oranges Toolkit, we pride ourselves on continuous improvement of our customer experience and services that are designed to build mental and emotional agility. Research and feedback is fundamental to this, so we recently conducted a customer satisfaction and impact survey. Before diving into the results and insights gathered in this questionnaire, we want to thank everyone that took some time to provide their valuable opinion on our customer service and program impact. We are so grateful!

About the survey

The survey was designed to understand customer satisfaction levels and the impact of our programs. Targeting the entire population of people who have participated in The Oranges Toolkit programs since 2017, the survey achieved a representative sample of 376 responses, including 24 people who were responsible for booking or coordinating the programs with The Oranges Toolkit and 352 people who have participated in our programs in some way.

The results are overwhelmingly positive and encouraging for our social enterprise, suggesting that The Oranges Toolkit is regarded as a high quality service provider, delivering practical, science-based, relatable and engaging wellbeing programs that positively influence wellbeing and resilience in organisations.

Overall, participants who responded to the survey had mostly experienced one or two programs, with a relatively even mix of online and in-person training experiences, and 46% having had a recent experience within the last six months. 51% of respondents had only attended one program, supporting the notion that even one program can have an impact on wellbeing in an organisation. Interestingly, the survey results suggest that those who attended in-person programs tend to rate their experience more favourably.

Key findings of the survey

our clients’ responses

The services most likely to be popular with our clients in the next twelve months include programs and tools to support general employee wellbeing, resilience and a positive organisational culture, followed by managing stress levels and training leaders to lead wellbeing.

  • 100% were very or somewhat satisfied with our services
  • 100% rated our services as high quality or very high quality
  • 100% agreed that our team was very or extremely responsive
  • 96% agree that our programs supported them to positively impact employee wellbeing and/or resilience in their workplace

Program participant feedback

We are really encouraged that The Oranges Toolkit's program participants indicated they are gaining and using our practical tools to build their wellbeing and resilience. When asked what ongoing support would be most helpful, 27% of participants suggested that regular email newsletters and updates would help them to continue to build wellbeing and resilience. The next most popular supports included wellbeing coaching, team discussions, and small groups who meet regularly to apply learning. These suggestions and results will be used to inform our plans for ongoing service development and increasing our impact.

  • 90% of program participants surveyed rated our services as high quality or very high quality
  • 86% agree they gained tools and/or skills to build their wellbeing and/or resilience
  • 70% of those who gained tools and/or skills use them daily or weekly, with a further 22% using the tools monthly

If you’d like to learn more about this survey or how our programs could have an impact in your organisation – please get in touch!

Seek help when it's needed

The Oranges Toolkit offers a range of science-based workplace wellbeing programs focusing on practical actions that people can take to build resilience, energy, and emotional agility.

Remember there is help all around. If you or someone you know needs extra support, we recommend contacting your workplace Employee Assistance Program (EAP), a qualified health practitioner, or:

- Lifeline: 13 11 14

- Beyond Blue: 1300 224 636

- Visit Head to Health for a directory of mental health care providers and COVID-19 support

If you have any questions about our products and services, please contact us.

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