MS Society – Service User survey
The MS Society is the UK's largest charity for people affected by Multiple Sclerosis (MS). It funds MS research, runs respite care centres, provides grants (financial assistance), education and training on MS. It also produces numerous publications on MS and runs a freephone specialist Helpline.
The MS Society wanted to survey key groups of members and service-users and get a better understanding of who they are, their experience of the MS Society and the services it provides and their attitudes towards the MS society and MS in general.
By gaining this crucial insight into the thoughts and feelings of members and service-users, the organisation has a finger on the pulse of these valued stakeholders and can act with confidence when reviewing any aspect of organisational policy. The research is a tangible record that members and service-users have been consulted and are a valuable and integral part of the organisation. In addition the MS Society is in the advantageous position of being able to track their views over time - the first Big Survey was conducted with nfpSynergy in October 2005 then repeated in October 2006 and 2007.
nfpSynergy designed a paper and accompanying online questionnaire, distributed by the MS Society to members and service-users by mail and via a link on its website. After an excellent response to the survey nfpSynergy collated and analysed the returning data and presented the findings to senior staff at the organisation.
