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sure start hyburn
Service Satisfaction Survey
About The Client
Sure Start Hyndburn commissioned Mackman Research to explore service satisfaction and public awareness across its five children’s centres in Accrington, Lancashire.
Sure Start Hyndburn is a network of Children’s Centres offering information, advice and support to families with children under the age of five. Based in Accrington, Lancashire, their services include parenting support, early learning opportunities, family health, and community activities. The organisation plays a vital role in reducing inequalities and giving children the best start in life.
Table of Contents
The Research Project
Mackman Research was commissioned to conduct a customer satisfaction survey on behalf of Sure Start Hyndburn to understand community awareness, service usage, and unmet needs. The study assessed public perceptions and the effectiveness of current services, aiming to identify which services were being accessed, by whom, and whether there were gaps in provision. This was the third in a series of surveys conducted by Mackman Research for Sure Start Hyndburn, enabling longitudinal analysis over a five-year period.
Research Feedback Results
A total of 1,943 households were invited to participate, with 226 completed responses returned. This represented a confidence level of 95% and a confidence interval of +/- 6%. The survey included 41 closed questions and offered opportunities for additional comments. Most respondents were female, and where relevant, responses were analysed by age group, ethnicity, and background. The analysis showed no evidence of dissatisfaction among any specific ethnic or nationality group, indicating an inclusive approach to service provision.
Research Aims & Objectives
The research aimed to evaluate overall satisfaction with Sure Start Hyndburn’s services and to benchmark findings against previous surveys from 2005 and 2007. It also sought to assess public awareness of the services on offer, identify any service gaps, and determine which services were used most frequently and by which groups.
The Research Design & Methodology
A postal survey method was adopted, replicating previous research cycles to ensure consistency. Each survey package included a cover letter, questionnaire, and prepaid return envelope, and was distributed directly from Sure Start Hyndburn’s premises. To avoid duplicate responses, questionnaires were tagged with identification numbers, allowing for accurate follow-up distribution. Responses were manually entered into a data sheet, with open comments transcribed exactly as written. The results were analysed using cross-tabulation to explore trends by demographic and service use, enabling the identification of meaningful patterns in feedback.
Research Outcomes
The research provided a detailed snapshot of family engagement and satisfaction with Sure Start services in Hyndburn. Insights from the survey will support ongoing improvements and inform future service delivery. Findings confirmed that the centres are effectively meeting the needs of a broad demographic, while also highlighting opportunities to raise awareness and address lesser-used services. This longitudinal approach provides Sure Start Hyndburn with a robust evidence base to shape its future strategy.
What The Client Says
“The research has enabled Sure Start to make detailed analysis of their services over a five year period and will help to improve their support services and cafés for the future”.
