Friday, 13 Aug 2010
Survey being filled in – Varranz/stock.xchng
What is PIMS?
It ensures that we have:
robust accountability: UKTI can report in detail the value its trade services deliver for business customers and for the UK economy, and how government support makes a difference;
strong customer focus and increased professionalism: we understand in detail the impact of our services on our customers, including the capabilities developed, barriers overcome and improved business performance. We also have detailed feedback on the quality and satisfaction with our services, which we use to increase professionalism;
effective performance management and human resource development: we can compare the impact and quality of different services, and make informed decisions about the ideal balance of services and allocation of resources in our business model.
The Performance and Impact Monitoring Survey (PIMS) is a client interview based survey that provides evidence about the quality of service and about the difference that UKTI makes to business. PIMS is carried out by an independent market research company specialising in business surveys. The survey is based on independent telephone interviews with a sample of users of UKTI’s principal services. These rely on accurate recording of client data via our state of the art Customer Relationship Management (CRM) system.
The strength of PIMS lies in our clients’ willingness to participate. All our client survey interviews are voluntary, and we are careful not to overburden our clients to prevent survey fatigue. Interview length and quality is rigorously monitored and controlled. Clients are guaranteed anonymity, which removes any bias in the way they respond to questions.
Main Quarterly Surveys
PIMS has been developed in response to the need for consistent monitoring data across all the key UKTI trade development products and services. It is used to report against UKTI’s Spending Review targets and other key measures, which will enable the organisation to improve its performance and the value for money it provides.
Follow-Up Surveys
In addition to quarterly surveys, UKTI commissions a small number of follow-up surveys with clients. These entail interviews with the same organisations as previously consulted, a year after the support. Whilst the main PIMS programme will often be concerned with the anticipated impacts and outcomes of the UKTI support, these follow-up surveys explore the actual impacts of the support to date (i.e. the benefits that firms have already realised by the time of the follow-up interview).
Qualitative Studies
Furthermore, qualitative studies are undertaken annually, whereby particular issues highlighted during main PIMS surveys will be examined in more depth with a small number of the companies concerned.
Non-User Surveys
To assist in benchmarking the effectiveness of UKTI’s services and products the PIMS programme also includes annual surveys with businesses that do not use UKTI services, in order that comparisons can be drawn with the experiences of those companies, together with the outcomes of their activities.
Contacts
If you have any queries about how PIMS operates or the statistics produced please contact:
The Economics and Evaluation Team
Email: EET group mailbox