Client Satisfaction Survey and Report 2025

The purpose of the survey was to provide the Arts Council with an overall measure of client satisfaction, as well as generate feedback on our service, including the grant application process, contact with staff and how well we are communicating with the sector. The survey also sought client views on Arts Council’s strategy, its role and values, and how clients could be further supported.

A total of 602 clients took part in the online survey (440 individual artists and 162 artist organisations), a response rate of 23%.

The survey highlighted a strong level of overall satisfaction as well as room for improvement in some service delivery areas.

Based on the feedback received, we are already implementing a number of changes, including the ongoing work with the National Lottery Rural Engagement Arts Programme (REAP), strengthening the arts outside of urban areas. We are committed to continuing to improve our grant-making processes, in particular to reduce barriers for disabled artists. We are also rethinking how we communicate with the sector and, specifically, how they can reach us more easily.

We would like to extend our thanks to everyone who took part in this survey, your views will help to inform the practical changes we can make to best serve the arts sector moving forward.

Key findings included:

• 64% of clients stated they are satisfied with the Arts Council (16% are neither satisfied nor dissatisfied and 20% are dissatisfied).
• Satisfaction is significantly higher among those who had their most recent grant funding application approved (80%) compared with those who had their most recent funding application rejected (28%).
• 71% of clients are satisfied with how Arts Council staff handled their most recent funding application (14% are neither satisfied nor dissatisfied and 15% are dissatisfied).
• Of those who were dissatisfied with the funding application process, 24% said they experienced “no or limited feedback / poor communication”, with a more simplified application process the most common suggestion for improving the service amongst those who were dissatisfied (19%).
• Clients reported high levels of satisfaction with Arts Council staff across a range of metrics: staff professionalism (89%); staff expertise in doing their job (88%); staff handling their queries effectively (85%); staff getting back to them when they said they would (84%); staff responsiveness to queries (82%); being able to contact the right member of staff (81%); and, staff knowledge of the Arts (77%).
• Of those clients who were dissatisfied with staff, staff not getting back to clients (30%) was the most common reason, with Arts Council staff meeting clients face-to-face (15%) the most common suggestion for improving client experience of staff amongst those who were dissatisfied.
• Most clients are satisfied that the Arts Council is delivering on the following strategic outcomes: more people from all backgrounds can enjoy arts experiences (61%); a sector that is more valued across society and government (55%); and, a sector that contributes to social and economic benefits and cares about the environment (52%).
• Less than half of clients are satisfied that the Arts Council is delivering on the following strategic outcomes: a sector that is better supported to develop through experimentation and innovation (48%); a sector that is more valued across society and government (47%); and, a more financially stable arts sector (43%).
• In terms of wider perception of the Arts Council, most clients agree that they: trust the Arts Council to work for the arts sector (70%); the Arts Council has a positive impact on them or their organisation (69%); and, the Arts Council works in a fair and transparent manner (58%).