The Small Business Service: Business Support, Use, Fees And Satisfaction: Econometric Estimates

Robert Bennett and Paul Robson

Working Papers from Centre for Business Research, University of Cambridge

Abstract: This paper seeks to assess advice and information support for firms provided by the Small Business Service (SBS) Business Link. It uses a new survey of client use, satisfaction and experience of service fees. The general level of satisfaction with, and use of, the service is high: 28% of all respondents use the services and 82.6% are satisfied or very satisfied. However, levels of use and satisfaction vary considerably between areas, with 13 Business Link local hubs accounting for 40% of the dissatisfied or very dissatisfied respondents. In addition, there is strong variation in satisfaction between services, with grants, diagnostic assessment, financial and accounting advice having low ratings. Charging a fee has been claimed by the SBS to improve the client's sense of value of the services received. Fees are currently charged for services in 37.3% of cases. However, there is little positive association of fee charging with satisfaction, whilst for four services charging a fee decreases satisfaction. It is concluded that the SBS has many strengths to build upon, but will need to introduce a step change in performance in some areas and some services, and should reconsider its commitment to using fees as a means of creating a sense of value among its clients.

Keywords: business advice; client satisfaction; Small Business Service; Business Link (search for similar items in EconPapers)
JEL-codes: L50 L80 M13 (search for similar items in EconPapers)
Date: 2000-09
New Economics Papers: this item is included in nep-ent
Note: PRO-1
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (7)

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