Meeting someone face-to-face is still preferable to using hi-tech telecom systems according to a recent survey commissioned by Shetland Enterprise to investigate the level of its customers' satisfaction.

Consultants questioned 249 former clients of SE and 47 representatives who had never dealt with the company, on a range of issues such as expectation of service, accessibility, marketing and effectiveness.

The survey showed that while levels of expectation prior to dealing with SE were 'moderate', 84 per cent of those who had used SE's services would do so again and 91 per cent would recommend the company to others. The most frequent purpose of approaching SE was for assistance to start up a business.

Face-to-face meetings and telephone calls were preferred by clients to video conferences and road shows. Asked to suggest improvements, clients suggested an increase in personal meetings and visits, regular newsletters and greater staff availability on the telephone.

The perceived strengths of the company were its accessibility, communication, good advice and support for local business while some thought that service could be improved by simplifying procedures and listening more attentively and there was a perception of 'preferential treatment'.

People who had not used SE said they would be more likely to if procedures could be made less complicated and require less paperwork.

The report concluded: "Overall it would appear that there is a fairly high level of satisfaction with the aspects of SE surveyed, with a moderately satisfied average for performance, and expectations having been met for a relatively high proportion of clients. There would appear to be a high level awareness of the LEC locally, with large numbers of potential repeat clients and those that would recommend it to others."

Chief Executive of SE Ann Black said: "We were very interested in the results of this survey. While we're delighted that such a high percentage of companies found our services beneficial and would recommend them to others, we are continually looking at ways to improve the way operate. We'll be examining these results to see if there are any aspects of our service that we need to refine to be more in tune with the changing demands of customers."

In addition to improvements in customer service Shetland Enterprise met all its targets for financial year 2005/2006.  To achieve this throughout the year 180 cases were supported and £3.3 million of financial assistance was approved.  This resulted in total investment of £10.5m into the Shetland economy. 

Highlights for the year include supporting 27 community groups to develop new or improved community assets, and projects ranged from the expansion and development of the Fair Isle Visitor and Community Centre to renovating the Huxter Watermills in Sandness.

174 people supported to move into sustainable employment.  Within this 72 Skillseekers have been started along with 56 Modern Apprenticeships.  In addition 28 young people were supported through Get Ready for Work to move into first time employment, training or education.

Through the year Shetland Enterprise continued to support business developments.  32 business start ups were assisted along with 25 projects to assist individual companies achieve business growth.  Over the last three years Shetland Enterprise has had a focus on supporting the creation of well paid jobs.  Through the year the average wage on projects supported was 120% of the average private sector wage in Shetland. 

Chief Executive Ann Black said: "This is the culmination of another successful year for Shetland Enterprise.  The support provided will result in up to £10m of investment into the local economy.  I was also particularly pleased to see us achieve all our targets across our key areas of communities, skills and business development.  2006/2007 is shaping up to be another successful year for Shetland Enterprise and I would encourage anyone with ideas to discuss them with us to see how we can help."