Survey results: consistent increase in VIPA customer satisfaction level in 2022
Results of the survey conducted by the market research company Spinter Research have shown that customers of the Public Investment Development Agency (VIPA) are satisfied with the services provided by VIPA, and partners are particularly positive about the experience of their cooperation with the Agency.
Results of the survey conducted in end-2022 showed that 91 % of the surveyed customers are satisfied with services offered by VIPA. The vast majority (98 %) of the respondents give a favourable assessment of the financial instruments and programmes of VIPA.
VIPA provides funding for a wide range of public and private infrastructure modernisation projects. Respondents of the survey included applicants and project promoters for the renovation of multi-apartment buildings, educational institutions, central government and municipal public buildings, water management, street lighting, renewable energy implementation and cultural heritage objects.
“We conduct customer and partner surveys every year. We ask the research company not only to assess the satisfaction of customers and partners with services, financial products and cooperation of VIPA, but also to understand how we can improve further. The obtained results help us develop our employees and pool our resources in the areas that have the greatest impact for both the company’s performance and the well-being of the society,” says Justinas Bučys, VIPA Strategy and Business Development Department Head.
Customers see VIPA as a partner in pursuing common goals
The survey revealed that customers are positive about the services provided by VIPA and the helpfulness and professionalism of its employees. The majority of respondents (95 %) assessed as adequate the information about the measures implemented by VIPA and the application process (94 %). The examination of applications in a short period of time was favourably rated by 93 % of customers. When asked to rate the statements about the project manager / responsible person at VIPA, respondents mostly strongly agreed that the project manager was always polite (82 %), explained the content questions in detail and made all efforts to answer them as fully as possible (74 %).
Customers are more likely to see VIPA as a partner than as a controller (11 % vs. 47 %).
93 % of partners satisfied with cooperation with VIPA
During the survey, ministries, financial institutions, international authorities and foreign partners evaluated the experience of cooperation with VIPA. 93% of respondents said they were satisfied (very satisfied or more likely to be satisfied) with their cooperation with VIPA.
In assessing the statements about VIPA’s representatives, respondents mostly agree that employees of VIPA are always polite, attentive and benevolent (91 % strongly agree), 86 % strongly agree that the employees of VIPA know their job well.
For the most part, respondents did not encounter any problems in their cooperation with VIPA.
Customers and partners tend to recommend VIPA
The surveyed customers would be willing to recommend VIPA to their friends, colleagues and business partners. The Net Promoter Score (NPS) of the Agency’s customers is +59 per year. The value of the indicator augmented by 4 points: in 2021, the customer NPS was +55. The NPS can range from -100 to +100 and is obtained as a difference between the percentage of promoters and the percentage of detractors. According to Spinter Research, VIPA’s results are exceptionally positive and testify to the particularly high level of customer satisfaction.
“The year 2022 was extremely challenging with rising investment costs, changes in the programming periods of the Structural Funds and high energy prices, which had a negative impact on the projects financed by us. However, according to the survey results, thanks to the professionalism of employees, their insight into the particular situations, regular meetings, as well as pro-active and close cooperation with customers, we succeeded in securing the trust and high-level satisfaction with the services provided by VIPA,” is pleased to note J. Bučys.