Client survey
In October 2011, for the fifth consecutive year, ITC conducted a survey to better understand its clients’ perceptions and expectations, with a view to improving the quality and relevance of its work.
The survey was conducted during a record year of TRTA delivered by the agency, making the perspectives of clients all the more important to gather and analyze. The online survey, which also contributed to the preparation of ITC’s 2012–2015 Strategic Plan, was complemented by a series of telephone interviews with policymakers and managers from TSIs and private enterprises, to gather deeper input and explore potential priorities for the future. An external agency, Dalberg Global Development Advisors, provided an independent assessment of the survey in the design phase and in the analysis.
Approximately 1,000 ITC clients responded to this year’s survey, spread across all regions: 25% from Africa, 22% Asia, 21% Latin America, 7% Arab States, 5% Eastern Europe and 17% from the rest of the world. ITC assessed the profiles of the respondents in detail. For example, 60% were senior managers or heads of a company or organization, and 82% indicated that they were directly involved in the selection of trade-related products and services for their organization. Confirming the extended reach of ITC’s web-based services, more than 50% of respondents stated that they interact with ITC through its web presence, online tools and services.
Overall, ITC clients confirmed that the organization is continually progressing in meeting their expectations, with more than three-quarters of all respondents indicating that the quality of ITC’s products and services have evolved positively over the past three years. This year’s result represents a 5% increase over 2010.
The survey generated approximately 700 responses to the question: “Which specific needs would you like ITC to address in the future?”, including the following:
- Support on training and capacity building in areas including export strategy, market entry and trade intelligence;
- Specific market intelligence; detailed information on markets;
- Dedicated programme in support of SMEs; private sector in general;
- Sector-specific information, focusing on online information and market opportunities;
- Support on quality, compliance and procurement;
- Sector strategy support;
- Distance learning;
- Periodic information on ITC services.
This information is invaluable, and is being shared throughout the organization to ensure the survey results are incorporated into section-level priorities and development plans.
Overall, the survey shows that ITC is on the right track in terms of meeting clients’ expectations and is continuously improving the quality and relevance of its products and services. Positive results have already been achieved by applying solid RBM principles throughout the organization, and clients expect ITC to maintain an even stronger focus on achieving and demonstrating impact for its interventions.
The following documents summarize the findings of ITC’s recent Client Surveys: