FFBS 2023 Customer Satisfaction Survey


Company update, Family Fund Business Services

At FFBS, customer feedback is really important to us. So, to make sure we’re delivering the best service possible, we undertake an annual Customer Satisfaction Survey.

The survey allows us to stay in tune with our customers’ needs, identify any areas where we are doing well, areas for development, and give our customers the opportunity to propose changes to our service that will further support their organisation and their beneficiaries. In previous years, we have implemented changes that range from new products, services and suppliers, changes to our processes and increased customer communications.

The results

This year, we had a record number of responses to our survey, as well as an impressive set of results – including our best ever Net Promoter Score.

The Net Promoter Score measures customer satisfaction and loyalty. This year, our NPS score was 82.35, which means our customer satisfaction is considered excellent. We are proud that, despite the challenging economic climate over the last year, we have been able to not only maintain but improve on last year’s score of 77.2, demonstrating that we have been able to cope with increased demand and support our customers through the Cost of Living Crisis. In addition to this score, 100% of customers reported being Very Satisfied or Satisfied with FFBS over the past 12 months, further emphasising the hard work that colleagues from across the organisation have put into ensuring we are operating effectively and making customer satisfaction a priority.

See below for some of the other great results from this year’s Customer Satisfaction Survey:


Customers had the opportunity to give us feedback on their experience with FFBS. Here are just a few examples of the excellent feedback we received:

  • “Exceptional service from start to finish.”
  • “We have consistently received excellent service from FFBS. Our account manager and contacts always act quickly to investigate and resolve any issues”
  • “FFBS and suppliers provide an excellent service that enables us as a crisis charity to provide swift practical help for local people in a crisis.”
  • “FFBS provides a very efficient and friendly service. When we have any queries, the response from the help desk is always swift”
  • “We have been working with Family Fund for less than 6 months but in that time we have found having access to the portal has made a huge impact on our ability to assist more customers through our funding, more efficiently and quickly.”

How we deliver excellent customer satisfaction

We have been able to deliver consistently excellent customer service by making customer satisfaction a top priority for our organisation.

Every customer has a dedicated account manager, who they will have regular meetings with. The account manager ensures we have a strong working relationship with each and every organisation we work with, to make sure our service is working to simplify grant administration. Our Helpdesk is also on hand to provide day-to-day support, answering any queries customers may have. This means that our clients are well-looked after, and always know where to go to access support. Delivering consistently good service is vital to our organisation, ensuring that our customers continue to choose us for their procurement needs.

If you are looking for a new grant administration service with a proven track record of excellent customer satisfaction, get in touch at to find out how we can help your organisation.

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