Cork MABS study: Clients' experiences, opinions and satisfaction levels

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dc.contributor.author McCarthy, Olive
dc.contributor.author Lane, Caoilfhionn
dc.contributor.author Byrne, Noreen
dc.date.accessioned 2017-11-24T11:41:36Z
dc.date.available 2017-11-24T11:41:36Z
dc.date.issued 2014-02
dc.identifier.citation McCarthy, O., Lane, C. and Byrne, N. (2014) Cork MABS study: Clients' experiences, opinions and satisfaction levels. Money Advice and Budgeting Service, Cork: MABS. en
dc.identifier.startpage 1 en
dc.identifier.endpage 69 en
dc.identifier.uri http://hdl.handle.net/10468/5087
dc.description.abstract This study evaluates the Cork MABS service in terms of client satisfaction. The research found that there is an exceptionally high level of satisfaction with the MABS service among its clients. Cork MABS is seen by its clients as a highly professional and caring service. A large number of clients cited the peace of mind and the reassuring nature of the money advice process for them. It was found that there is a significant relationship between the perceived overall outcome in terms of clients’ ability to manage their financial affairs in a better way and their level of satisfaction with the service. Clients value the longer-term impacts as well as the more immediate money advice service. Some issues raised by clients were the need for more information on benefits and allowances and greater support in negotiating with creditors. For a small number of clients, particularly in the older age category, there were continuing uncertainties about the confidentiality of the service. There was some frustration about the length of time that clients had to wait for their first appointment with a money advisor. A significant relationship was found between waiting times and clients’ overall levels of satisfaction with the MABS service. The study makes a number of recommendations, most of which hinge on maintaining the current high level of support for MABS clients. Without this support, it is likely that satisfaction levels will begin to fall, and clients will suffer. The ethos of Cork MABS from the start has been about self-help and it continues to promote self-help over dependency among its clients. This in turn works to improve the financial capability of clients in the longer run which has wider societal benefits. en
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher Money Advice and Budgeting Service (MABS) en
dc.relation.uri https://www.mabs.ie/downloads/reports_submissions/CORK_MABS_RESEARCH_STUDY.pdf
dc.rights © 2014 Cork MABS; The Authors en
dc.subject Money advice en
dc.subject Debt en
dc.subject Self-help en
dc.subject MABS en
dc.subject Money Advice and Budgeting Service en
dc.title Cork MABS study: Clients' experiences, opinions and satisfaction levels en
dc.type Report en
dc.internal.authorcontactother Olive McCarthy, Food Business & Development, University College Cork, Cork, Ireland. +353-21-490-3000 Email: o.mccarthy@ucc.ie en
dc.internal.availability Full text available en
dc.date.updated 2017-11-24T11:34:34Z
dc.description.version Published Version en
dc.internal.rssid 249695991
dc.internal.rssid 249695991
dc.description.status Not peer reviewed en
dc.identifier.journaltitle Cork MABS study: Clients' experiences, opinions and satisfaction levels. en
dc.internal.copyrightchecked No !!CORA!! en
dc.internal.licenseacceptance Yes en
dc.internal.placepublication Cork en
dc.internal.IRISemailaddress o.mccarthy@ucc.ie en


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