Developing A Survey Instrument To Measure Client Satisfaction With SME Advisers

Abstract

Small business advisers can contribute significantly to SME survival and success, but it is often difficult to accurately evaluate client satisfaction with the services delivered by such bodies. The goal of this study was to develop a measuring instrument that could be easily and simply used with clients, whilst still being reliable and valid. The resulting Business Advisor Client Evaluation (BACE) instrument is a short but relatively robust measuring device, consisting offifteen items that measures several different aspects of adviser performance.

NB: Business advice agencies are welcome to freely use the BAC E questionnaire, provided always that due acknowledgement is made of the authors.