2011 CLIENT SATISFATION SURVEY (CSS) 

During August and September 2011 a total of 12 TAU clients (projects that closed in the 2010/11 financial year) were surveyed and interviewed, as part of the annual TAU Client Satisfaction Survey (CSS).
 
The 2010/11 CSS, which was done through both a Survey Questionnaire, and In-depth Interviews, intended to find out where TAU adds value, what the outcomes of its work are, and where engagement with clients can improve.

The response was overwhelmingly positive, with most clients commenting on TAU’s high level of professionalism and competence.

The overall level of client satisfaction was 80.6%, an increase of 4.84% from the previous CSS (projects that closed in the 2009/10 financial year).
 
The enthusiastic participation of TAU clients in the CSS is highly valued, as it is an important part of governance and transparency in TAU.

The CSS also provides valuable monitoring data, and with the introduction of in-depth interviews in this year’s CSS, useful evidence of the outcomes of TAU’s work became available. 

The 2011/12 CSS will start early in January 2012, and a further improvement will take place by introducing long-term monitoring of projects to track the intermediate and ultimate outcomes of TAU’s work.