South East England Development Agency (SEEDA)

FSB – Findings Support Business Link

14 September 2007

Business Link has welcomed the positive findings of the latest members survey from the Federation of Small Businesses (FSB).

The survey’s key findings closely mirror Business Link experience and research in the South East, backing up the overwhelmingly supportive feedback received from Business Link’s many small business users.

While some FSB members were apparently experiencing difficulties coming to grips with what support was available to them, their satisfaction with the support that they used was rising.

Business Link’s Rosemary French said: “Our own research shows rising uptake of business support among small businesses, accompanied by increasing levels of customer satisfaction among those using the Business Link service. This suggests very much that we are able to offer something tailored to their individual needs. FSB members appear to want quicker and better initial diagnosis of their requirements, we believe our ever-improving customer satisfaction figures and the fact that more than 70% of our users would recommend us to others are the proof of this particular pudding.

"Research we published in June of this year showed record numbers of companies and entrepreneurs being helped by the Business Link service in the South East, with a rise of more than 10,000 businesses using Business Link up to April this year, over 2005/06 figures. Some 8,000 of the businesses we assisted were in their first two years of trading. Business Link customer satisfaction rates stand at 90% across the SEEDA region.

"47% of FSB respondents wanted to see business support entirely free of commercial influence and 40% expressed a desire that it be completely independent – I am pleased to say that Business Link can ‘tick’ both these particular ‘boxes’. Meanwhile 60% of FSB respondents wanted free or low cost initial assessment, which is precisely what Business Link offers, while 37% wanted a central point of access – which is the very definition of Business Link."

In its role as a ‘gateway’, Business Link is able to provide a solution to one of the concerns expressed by FSB members.

Rosemary French explained: “If, as the survey suggests, some FSB members feel ‘lost’ among the apparent complexities of business support products and services, they needn’t – Business Link is their primary access point and will assess and refer each business individually to the most appropriate source of advice, support or information, be it public, private or voluntary sector-supplied.

“Increasing internet usage among FSB members to access business support also ties in with our experience. All FSB members, regardless of their size or the stage they have reached in their growth, have access to Business Link through our award winning website, visits to which have risen ever since its launch.

“Business Link exists to provide free, impartial, independent access to business advice, support and information delivered by not-for-profit organisations in the South East. According to the FSB findings this is exactly what its members want.”

Any small business wanting information, advice or support should visit www.businesslink.gov.uk/southeast or call 0845 600 9 006.