Customer Satisfaction Monitor for the Start-up Loan Company

Customer Satisfaction Monitor

The Start-up Loans Company (SULCO) provides small personal loans to people wishing to establish a new business up to a maximum of £25,000. The first loans were issued in early 2013 and since then more than 28,000 small businesses have been backed.

Aims of the research

In early 2014, Qa Research was commissioned to carry out a pilot with loan recipients who had held their loan for 12 months. Qa was then subsequently commissioned to undertake monthly tracking research to provide ongoing metrics to inform the development of the loan book and service delivery.

Methodology & outputs

All interviewing is undertaken by telephone from Qa’s contact centre in York. The survey measures levels of satisfaction with the loan process as well as recipients’ attitudes towards the performance of the mentoring they receive alongside their loan. The performance of the delivery partner responsible for administering the loan process is also assessed.

A total of 1,200 pilot interviews were completed and a further 360 are carried out monthly with findings reported via a standardised report.

What the client said…

Anthony Gray, Head of Evaluation at SULCO said…

“Qa Research provided us with a cost effective research solution, enabling us to engage with a representative and stratified sample (ten percent) of our clients and service users, setting quotas for all key demographics. Project management was very good, delivering a robust survey of over 1200 service users and the data collected and datasets provided were of extremely high quality.”


For further information about this study or other business focused projects that we undertake, contact or call 01904 632039