PERFORMANCE EVALUATIONOF THE

MINNESOTA SMALL BUSINESSDEVELOPMENT CENTER

PROGRAM

2005 MINNESOTA SBDC CLIENT SURVEY

A SURVEY OF SBDC CLIENTSSERVED IN 2004

1. 11. LEVEL OF SATISFACTION BY AREA OF

2. 12. HISTORICAL OVERALL SATISFACTION BY AREA OF COUNSELING

3. 13. HISTORICAL SBDC CONTRIBUTION TO BUSINESS OUTCOMES

4. 14. TOP TEN BUSINESS OBSTACLES BY REGION

5. 15. RESPONSE RATE BY ETHNICITY

6. 16. LEVEL OF SATISFACTION ETHNICITY

7. 17. RESPONSE RATE BY GENDER

8. 18. LEVEL OF SATISFACTION BY GENDER

9. 19. CLIENT WOULD RECOMMEND SBDC TO OTHERS BY REGION

10.

MINNESOTA SMALL BUSINESS DEVELOPMENT CENTERTABLE INDEX

OVERALL RESPONSE RATE

HISTORICAL OVERALL RESPONSE RATE

LEVEL OF OVERALL SATISFACTION BY REGION

HISTORICAL OVERALL SATISFACTION BY REGION

RESPONSE RATE BY TOTAL COUNSELING HOURS

LEVEL OF SATISFACTION BY TOTAL COUNSELING HOURS

The Minnesota Small Business Development Center program is funded by the U.S. Small Business Administration, the Minnesota Department of Employment and Economic Development, and sponsoring centers. This material is based on work supported by the U.S. Small Business Administration. Any opinions, findings, conclusions or recommendations expressed are those of the author(s) and do not necessarily reflect the view of the SBA. All SBA supported programs are extended to the public on a non-discriminatory basis.

HISTORICAL OVERALL SATISFACTION BY TOTAL COUNSELING

LEVEL OF SATISFACTION BY COUNSELOR CHARACTERISTICS

HISTORICAL OVERALL SATISFACTION BY COUNSELOR CHARACTERISTICS

RESPONSE RATE BY AREA OF COUNSELING

Region

Original List from

Client Database

Not Usable from Original List*

Total Mailed

Surveys Returned as

UndeliverableResponse Rate Base

Delivered Surveys

ReceivedResponse

Rate

Bemidji 359 17 342 19 323 109 33.7%Brainerd 432 12 420 10 410 192 46.8%Duluth 648 10 638 29 609 279 45.8%Moorhead 265 11 254 7 247 97 39.3%Mankato 303 3 300 2 298 101 33.9%Rochester 294 10 284 14 270 105 38.9%St. Cloud 306 14 292 6 286 111 38.8%St. Thomas 656 13 643 33 610 225 36.9%Southwest 268 3 265 5 260 120 46.2%

Statewide 3,531 93 3,438 125 3,313 1,339 40.4%

* Surveys that could not be mailed due to missing or incomplete addresses.

TABLE 1OVERALL RESPONSE RATE

Region 2004 2003 2002 2001 2000Response Rate Response Rate Response Rate Response Rate Response Rate

Bemidji 33.7% 41.3% 45.8% ** **Brainerd 46.8% 55.4% 48.8% 54.5% 49.5%Duluth 45.8% 44.0% 49.2% 58.6% 52.5%Moorhead 39.3% 49.6% 53.7% 57.3% 51.6%Mankato 33.9% 43.1% 45.2% 50.0% 32.9%Rochester 38.9% 53.7% 52.9% 56.0% 49.6%St. Cloud 38.8% 42.8% 45.5% 53.8% 42.7%St. Thomas 36.9% 48.6% 49.2% 59.8% 53.3%Southwest 46.2% 51.9% 50.7% 56.3% 51.8%MPI ** ** ** 59.1% 50.9%

Statewide 40.4% 47.2% 49.0% 56.4% 47.8%

** Data not available

TABLE 2HISTORICAL OVERALL RESPONSE RATE

RegionNumber Percent Number Percent Number Percent Number Percent Number Percent

Bemidji 68 64.8% 27 25.7% 5 4.8% 5 4.8% 105 100.0%Brainerd 141 74.2% 38 20.0% 8 4.2% 3 1.6% 190 100.0%Duluth 214 79.6% 38 14.1% 10 3.7% 7 2.6% 269 100.0%Moorhead 74 77.9% 15 15.8% 3 3.2% 3 3.2% 95 100.0%Mankato 59 61.5% 28 29.2% 4 4.2% 5 5.2% 96 100.0%Rochester 65 64.4% 30 29.7% 4 4.0% 2 2.0% 101 100.0%St. Cloud 64 61.0% 26 24.8% 9 8.6% 6 5.7% 105 100.0%St. Thomas 158 71.2% 42 18.9% 15 6.8% 7 3.2% 222 100.0%Southwest 85 73.9% 24 20.9% 4 3.5% 2 1.7% 115 100.0%

Statewide 928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

* Totals exclude cases with missing information

TABLE 3LEVEL OF OVERALL SATISFACTION BY REGION

Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total*

RegionNumber Percent Number Percent Number Percent Number Percent Number Percent

Bemidji 95 90.5% 95 87.2% 76 92.7% ** ** ** **Brainerd 179 94.2% 163 89.1% 174 88.8% 167 91.8% 185 90.6%Duluth 252 93.7% 296 96.1% 331 92.2% 355 95.2% 279 93.0%Moorhead 89 93.7% 101 91.0% 126 93.3% 171 91.4% 140 90.4%Mankato 87 90.6% 124 89.9% 122 93.1% 161 94.7% 138 90.8%Rochester 95 94.1% 109 83.8% 123 94.6% 133 91.7% 109 94.7%St. Cloud 90 85.7% 120 84.5% 148 84.1% 147 83.5% 126 88.1%St. Thomas 200 90.1% 265 88.9% 281 87.5% 236 86.8% 269 90.9%Southwest 109 94.8% 121 93.1% 157 94.0% 170 90.9% 97 93.3%MPI ** ** ** ** ** ** 70 90.9% 48 90.6%

Statewide 1,196 92.1% 1,394 90.0% 1,538 90.6% 1,610 91.0% 1,391 91.4%

* Overall Satisfaction is the sum of "Very Satisfied" and "Somewhat Satisfied"** Data not available

2004

TABLE 4HISTORICAL OVERALL SATISFACTION* BY CENTER

2003 2002 2001 2000

Table 5RESPONSE RATE BY TOTAL COUNSELING HOURS

Region Less Than 2 Hours 2 to 4.9 Hours 5 to 7.9 Hours 8 to 15.9 Hours 16 or More HoursNumber Rate Number Rate Number Rate Number Rate Number Rate

Bemidji 21 25.6% 35 28.2% 18 36.7% 17 24.3% 16 47.1%Brainerd 13 31.0% 54 38.6% 33 42.9% 46 47.9% 45 58.4%Duluth 66 33.0% 77 43.0% 39 53.4% 38 43.7% 57 52.3%Moorhead 4 33.3% 14 30.4% 18 34.6% 27 33.8% 34 45.3%Mankato 2 25.0% 37 27.2% 24 28.9% 25 43.9% 13 68.4%Rochester 5 31.3% 42 35.0% 6 30.0% 25 38.5% 27 37.0%St. Cloud 4 57.1% 44 29.7% 13 28.3% 18 40.9% 31 50.8%St. Thomas 61 28.2% 93 33.6% 29 38.2% 25 45.5% 17 53.1%Southwest 10 31.3% 27 45.8% 9 39.1% 28 41.2% 45 52.3%

Statewide 186 30.2% 423 34.4% 189 37.9% 249 40.0% 285 50.4%

RegionShort-Term Clients (less than 5 hours)

Long-Term Clients (5 hours or more) Total

Number Rate Number Rate Number Rate

Bemidji 56 27.2% 51 33.3% 107 29.8%Brainerd 67 36.8% 124 49.6% 191 44.2%Duluth 143 37.7% 134 49.8% 277 42.7%Moorhead 18 31.0% 79 38.2% 97 36.6%Mankato 39 27.1% 62 39.0% 101 33.3%Rochester 47 34.6% 58 36.7% 105 35.7%St. Cloud 48 31.0% 62 41.1% 110 35.9%St. Thomas 154 31.2% 71 43.6% 225 34.3%Southwest 37 40.7% 82 46.3% 119 44.4%

Statewide 609 33.0% 723 42.9% 1,332 37.7%

Contact HoursNumber Percent Number Percent Number Percent Number Percent Number Percent

Less than 2 hours 114 64.4% 40 22.6% 16 9.0% 7 4.0% 177 100.0%

2 - 4.9 Hours 279 68.0% 88 21.5% 25 6.1% 18 4.4% 410 100.0%

Short-term Clients 393 67.0% 128 21.8% 41 7.0% 25 4.3% 587 100.0%

5 - 7.9 Hours 133 71.9% 38 20.5% 6 3.2% 8 4.3% 185 100.0%

8 - 15.9 Hours 182 74.6% 52 21.3% 6 2.5% 4 1.6% 244 100.0%

16 hours or more 220 78.0% 50 17.7% 9 3.2% 3 1.1% 282 100.0%

Long-term Clients 535 75.2% 140 19.7% 21 3.0% 15 2.1% 711 100.0%

Total 928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

* Totals exclude cases with missing information

CF (Tbl 3) 928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

TABLE 6LEVEL OF SATISFACTION BY TOTAL COUNSELING HOURS

Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total*

r r r

TABLE 7HISTORICAL OVERALL SATISFACTION* BY TOTAL COUNSELING HOURS

Characteristic 2004 2003 2002 2001 2000Number Percent** Number Percent** Numbe Percent** Numbe Percent** Numbe Percent**

Less than 2 hours 154 87.0% 198 89.2% 173 82.4% 159 87.4% 223 92.1%

2 - 4.9 Hours 367 89.5% 440 87.8% 452 89.7% 496 88.3% 541 92.0%

Short-term Clients 521 88.8% 638 88.2% 625 87.5% 655 88.0% 764 92.0%

5 - 7.9 Hours 171 92.4% 180 87.0% 203 92.3% 243 91.4% 156 89.6%

8 - 15.9 Hours 234 95.9% 253 92.3% 293 93.3% 311 93.4% 190 88.0%

16 hours or more 270 95.7% 323 93.6% 417 92.9% 396 94.3% 281 93.1%

Long-term Clients 675 94.9% 756 91.5% 913 92.9% 950 93.2% 627 90.6%

Total 1,196 92.1% 1,394 90.0% 1,538 90.6% 1,605 91.0% 1,391 91.4%

* Overall Satisfaction is the sum of "Very Satisfied" and "Somewhat Satisfied"** Percentages were computed excluding cases with missing information

CF (Tbl 4) 1,196 92.1%

r r r

TABLE 8LEVEL OF SATISFACTION BY COUNSELOR CHARACTERISTICS

Characteristic Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total*Number Percent Number Percent Numbe Percent Numbe Percent Numbe Percent

Understood client's business situation 991 76.6% 234 18.1% 44 3.4% 25 1.9% 1,294 100.0%

Business skills and expertise 1,017 79.0% 209 16.2% 38 3.0% 23 1.8% 1,287 100.0%

Kept client informed about project status 825 68.9% 267 22.3% 61 5.1% 45 3.8% 1,198 100.0%

Service provided in agreed-upon time frame 971 78.2% 199 16.0% 41 3.3% 31 2.5% 1,242 100.0%

Usefulness of recommendations 930 73.1% 233 18.3% 71 5.6% 38 3.0% 1,272 100.0%

Statewide 928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

* Totals exclude cases with missing information

CharacteristicNumber Percent** Number Percent** Number Percent** Number Percent** Number Percent**

Understood client's business situation 1,225 94.7% 1,418 91.9% 1,572 92.7% 1,618 91.8% 1,399 92.6%

Business skills and expertise 1,226 95.3% 1,438 93.6% 1,581 93.8% 1,644 93.5% 1,408 93.5%

Kept client informed about project status 1,092 91.2% 1,205 85.1% 1,339 86.8% 1,335 85.0% 1,179 82.1%

Service provided in agreed-upon time frame 1,170 94.2% 1,323 89.6% 1,464 91.6% 1,502 90.8% 1,335 93.0%

Usefulness of recommendations 1,163 91.4% 1,324 87.3% 1,470 89.1% 1,515 88.1% 1,301 87.7%

Overall satisfaction 1,196 92.1% 1,394 90.0% 1,538 90.6% 1,610 91.0% 1,391 91.4%

CF (tbl 4) 1,196 92.1%

TABLE 9HISTORICAL OVERALL SATISFACTION* BY COUNSELOR CHARACTERISTICS

2003 2002 2001 20002004

* Overall Satisfaction is the sum of "Very Satisfied" and "Somewhat Satisfied"** Percentages were computed excluding cases with missing information

TABLE 10RESPONSE RATE BY AREA OF COUNSELING

RegionBusiness Start-Up or

AcquisitionSources of Capital and

Financial Analysis Marketing/Sales All Others Total*Number Percent Number Percent Number Percent Number Percent Number Percent

Bemidji 61 26.1% 25 33.3% 15 44.1% 6 50.0% 107 30.1%Brainerd 71 36.6% 84 53.8% 28 36.4% 8 72.7% 191 43.6%Duluth 130 35.9% 54 41.2% 26 44.1% 67 45.9% 277 39.7%Moorhead 37 30.3% 41 40.2% 16 40.0% 3 60.0% 97 36.1%Mankato 56 30.6% 30 39.5% 12 31.6% 3 42.9% 101 33.2%Rochester 45 30.2% 42 40.0% 15 48.4% 3 30.0% 105 35.6%St. Cloud 62 31.5% 23 34.3% 22 62.9% 3 42.9% 110 35.9%St. Thomas 125 31.1% 34 32.1% 60 40.0% 5 62.5% 224 33.6%Southwest 65 37.6% 23 32.4% 26 45.6% 5 45.5% 119 38.1%

Statewide 652 32.3% 356 40.0% 220 42.2% 103 47.5% 1,331 36.5%

* Totals exclude cases with missing information

Number Percent Number Percent Number Percent Number Percent Number Percent

454 71.0% 123 19.2% 37 5.8% 25 3.9% 639 100.0%149 74.5% 39 19.5% 5 2.5% 7 3.5% 200 100.0%139 66.2% 56 26.7% 10 4.8% 5 2.4% 210 100.0%

5 100.0% 0 0.0% 0 0.0% 0 0.0% 5 100.0%35 74.5% 10 21.3% 1 2.1% 1 2.1% 47 100.0%75 72.8% 21 20.4% 5 4.9% 2 1.9% 103 100.0%

0 0.0% 1 100.0% 0 0.0% 0 0.0% 1 100.0%4 80.0% 1 20.0% 0 0.0% 0 0.0% 5 100.0%9 90.0% 1 10.0% 0 0.0% 0 0.0% 10 100.0%4 66.7% 2 33.3% 0 0.0% 0 0.0% 6 100.0%0 0.0% 1 100.0% 0 0.0% 0 0.0% 1 100.0%4 50.0% 2 25.0% 2 25.0% 0 0.0% 8 100.0%

50 79.4% 11 17.5% 2 3.2% 0 0.0% 63 100.0%0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

Other

Overall Satisfaction

PersonnelComputer SystemsInternational TradeBusiness Liquidation/Sale

Financial AnalysisInventory ControlEngineering R+D

Technology

Sources of CapitalMarketing/SalesGovernment ProcurementAccounting and Records

* Total excludes cases with missing information

Very Dissatisfied

TABLE 11LEVEL OF SATISFACTION BY AREA OF COUNSELING

Total*Area of Counseling Very Satisfied Somewhat Satisfied Somewhat Dissatisfied

Business/Start-up

r r r

TABLE 12HISTORICAL OVERALL SATISFACTION* BY AREA OF COUNSELING

Area of Counseling 2004 2003 2002 2001 2000Number Percent** Number Percent** Numbe Percent** Numbe Percent** Numbe Percent**

Business startup 577 90.3% 743 89.3% 673 89.6% 728 91.1% 523 96.7%Marketing/Sales 195 92.9% 221 92.1% 285 89.9% 305 88.9% 344 98.3%Sources of capital 188 94.0% 191 88.0% 283 91.6% 259 92.5% 344 95.1%Financial analysis 96 93.2% 93 91.2% 110 88.7% 107 87.7% 102 99.0%Accounting and records 45 95.7% 53 86.9% 64 92.8% 58 98.3% 70 94.6%Technology 61 96.8% 53 100.0% 90 97.8% 91 91.9% 10 77.0%Business liquidation 6 75.0% 13 92.9% 11 91.7% 14 82.4% 8 100.0%Personnel 10 100.0% 11 100.0% 11 100.0% 13 87.5% 18 100.0%Engineering, R&D 5 100.0% 6 85.7% 4 100.0% 7 87.5% 8 100.0%Computer systems 6 100.0% 5 83.3% 4 80.0% 13 100.0% 4 80.0%Gov't procurement 5 100.0% 3 100.0% 2 100.0% 7 87.5% 10 100.0%Inventory control 1 100.0% 2 66.7% 1 100.0% 3 100.0% 4 100.0%International trade 1 100.0% 0 0.0% 0 0.0% 4 100.0% 6 100.0%Others 0 0.0% 0 0.0% 0 0.0% 8 100.0% 14 100.0%

Overall satisfaction 1,196 92.1% 1,394 90.0% 1,538 90.6% 1,610 91.0% 1,465 96.7%

* Overall Satisfaction is the sum of "Very Satisfied" and "Somewhat Satisfied"** Percentages were computed excluding cases with missing information

CF (tbl 4) 1,209 92.1%

OutcomesNumber* Percent Number* Percent Number* Percent Number* Percent Number* Percent

Developed a business plan 512 87.5% 612 86.4% 686 87.2% 720 87.5% 675 87.4%Started a business 292 75.1% 352 71.1% 429 75.7% 427 77.1% 400 78.9%Obtained financing 255 81.0% 264 74.8% 296 76.7% 338 74.9% 315 75.9%Obtained a government contract 13 52.0% 21 72.4% 27 58.7% 43 62.3% 40 60.6%Obtained an SBIR or STTR award 7 100.0% 14 87.5% 15 88.2% 38 66.7% 32 61.5%Developed a marketing plan 354 84.1% 439 82.1% 466 83.2% 477 83.5% 448 86.2%Increased sales 232 63.9% 289 65.5% 258 67.9% 256 73.8% 212 71.4%Increased cash flow 199 64.2% 281 68.7% 251 71.7% 225 75.3% 185 72.3%Improved productivity 205 64.7% 250 65.8% 259 73.0% 198 76.7% 180 78.6%Added employees 90 51.4% 126 57.0% 123 66.1% 124 58.8% 106 62.0%Changed a business strategy 294 81.0% 371 81.9% 424 86.0% 394 85.8% 361 85.1%Obtained needed information 753 93.7% 877 92.6% 950 94.5% 883 93.7% 775 94.9%Canceled or delayed plans to go into business 141 60.3% 184 62.2% 190 64.2% 187 70.0% 137 69.9%

* At least some contribution

2004

TABLE 13HISTORICAL SBDC CONTRIBUTION TO BUSINESS OUTCOMES

2003 2001 20002002

TABLE 14TOP TEN BUSINESS OBSTACLES BY REGION

Region Business Obstacle and Rank Number Percent*

Bemidji1. Obtaining financing 69 14.1%2. Increasing sales 59 12.1%3. Developing a business plan 52 10.6%4. Time management 51 10.4%5. Understanding or using financial statements 47 9.6%6. Developing new products or services 46 9.4%7. Recruiting or retaining skilled workers 44 9.0%8. Understanding the market 42 8.6%9. Other** 41 8.4%

10. Complying with laws or regulations 38 7.8%489 100.0%

Brainerd1. Obtaining financing 110 16.6%2. Increasing sales 92 13.9%3. Time management 74 11.2%4. Understanding or using financial statements 67 10.1%5. Developing a business plan 57 8.6%6. Recruiting or retaining skilled workers 57 8.6%7. Complying with laws or regulations 57 8.6%8. Understanding the market 51 7.7%9. Developing new products or services 49 7.4%

10. Other** 47 7.1%661 100.0%

Table 14TOP TEN BUSINESS OBSTACLES BY REGION

Region Business Obstacle and Rank Number Percent*

Duluth1. Increasing sales 138 16.0%2. Obtaining financing 121 14.0%3. Time management 91 10.6%4. Developing a business plan 84 9.7%5. Understanding the market 83 9.6%6. Understanding or using financial statements 80 9.3%7. Developing new products or services 72 8.4%8. Recruiting or retaining skilled workers 66 7.7%9. Other** 64 7.4%

10. Complying with laws or regulations 63 7.3%862 100.0%

Moorhead1. Increasing sales 68 14.4%2. Obtaining financing 66 14.0%3. Time management 52 11.0%4. Developing new products or services 44 9.3%5. Recruiting or retaining skilled workers 43 9.1%6. Other** 41 8.7%7. Understanding the market place 40 8.5%8. Complying with laws or regulations 40 8.5%9. Understanding or using financial statements 40 8.5%

10. Developing a business plan 38 8.1%472 100.0%

Table 14TOP TEN BUSINESS OBSTACLES BY REGION

Region Business Obstacle and Rank Number Percent*

Mankato1. Obtaining financing 75 15.5%2. Time management 57 11.8%3. Increasing sales 54 11.2%4. Understanding or using financial statements 53 11.0%5. Developing a business plan 50 10.3%6. Complying with laws or regulations 43 8.9%7. Other** 41 8.5%8. Recruiting or retaining skilled workers 38 7.9%9. Developing new products or services 37 7.6%

10. Understanding the market 36 7.4%484 100.0%

Rochester1. Obtaining financing 78 16.3%2. Increasing sales 61 12.7%3. Time management 54 11.3%4. Developing a business plan 51 10.6%5. Understanding the market 43 9.0%6. Complying with laws or regulations 41 8.5%7. Understanding or using financial statements 41 8.5%8. Other** 41 8.5%9. Recruiting or retaining skilled workers 36 7.5%

10. Developing new products or services 34 7.1%480 100.0%

Table 14TOP TEN BUSINESS OBSTACLES BY REGION

Region Business Obstacle and Rank Number Percent*

St. Cloud1. Increasing sales 69 13.6%2. Obtaining financing 67 13.2%3. Time management 60 11.8%4. Understanding or using financial statements 56 11.0%5. Developing a business plan 50 9.8%6. Understanding the market 45 8.9%7. Complying with laws or regulations 45 8.9%8. Developing new products or services 43 8.5%9. Other** 37 7.3%

10. Recruiting or retaining skilled workers 36 7.1%508 100.0%

St. Thomas1. Obtaining financing 117 14.6%2. Increasing sales 116 14.5%3. Developing a business plan 90 11.3%4. Understanding the market 90 11.3%5. Time management 90 11.3%6. Developing new products or services 64 8.0%7. Understanding or using financial statements 60 7.5%8. Recruiting or retaining skilled workers 59 7.4%9. Other** 59 7.4%

10. Complying with laws or regulations 54 6.8%799 100.0%

Table 14TOP TEN BUSINESS OBSTACLES BY REGION

Region Business Obstacle and Rank Number Percent*

Southwest1. Obtaining financing 71 13.3%2. Increasing sales 69 12.9%3. Time management 62 11.6%4. Developing new products or services 54 10.1%5. Understanding or using financial statements 51 9.6%6. Understanding the market 48 9.0%7. Developing a business plan 46 8.6%8. Complying with laws or regulations 46 8.6%9. Other** 46 8.6%

10. Recruiting or retaining skilled workers 41 7.7%534 100.0%

Statewide1. Obtaining financing 774 14.6%2. Increasing sales 726 13.7%3. Time management 591 11.2%4. Developing a business plan 518 9.8%5. Understanding or using financial statements 495 9.4%6. Understanding the market 478 9.0%7. Developing new products or services 443 8.4%8. Complying with laws or regulations 427 8.1%9. Recruiting or retaining skilled workers 420 7.9%

10. Other** 417 7.9%5289 100.0%

* Percentages based on number of responses** "Other" indicates sum of open responses below levels of individual measurement

TABLE 15RESPONSE RATE BY ETHINCITY

RegionNative American or

Alaskan Native AsianBlack or African

AmericanNative Hawaiian or

Pacific Islander White/CaucasianNumber Percent Number Percent Number Percent Number Percent Number Percent

Bemidji 4 11.8% 0 0.0% 0 0.0% 1 100.0% 102 22.7%Brainerd 1 14.3% 2 50.0% 1 33.3% 0 0.0% 187 34.5%Duluth 5 26.3% 2 40.0% 1 50.0% 0 0.0% 268 34.5%Moorhead 1 14.3% 2 50.0% 0 0.0% 0 0.0% 94 23.9%Mankato 0 0.0% 0 0.0% 3 20.0% 0 0.0% 98 21.7%Rochester 0 0.0% 2 20.0% 0 0.0% 0 0.0% 102 25.1%St. Cloud 0 0.0% 0 0.0% 1 20.0% 0 0.0% 109 27.5%St. Thomas 3 37.5% 10 23.8% 16 18.8% 0 0.0% 196 31.0%Southwest 0 0.0% 2 20.0% 0 0.0% 0 0.0% 117 31.9%

Statewide 14 16.3% 20 22.2% 22 16.8% 1 11.1% 1,273 28.8%

EthnicityNumber Percent Number Percent Number Percent Number Percent Number Percent

Asian 10 52.6% 7 36.8% 1 5.3% 1 5.3% 19 100.0%Black or African American 19 86.4% 1 4.5% 1 4.5% 1 4.5% 22 100.0%Hispanic 10 71.4% 3 21.4% 1 7.1% 0 0.0% 14 100.0%Native American or Alaskan Native 9 64.3% 2 14.3% 2 14.3% 1 7.1% 14 100.0%Native Hawaiian or Pacific Islander 0 0.0% 0 0.0% 0 0.0% 1 100.0% 1 100.0%White/Caucasian 890 71.7% 258 20.8% 58 4.7% 36 2.9% 1,242 100.0%

Overall Satisfaction 938 71.5% 271 20.7% 63 4.8% 40 3.0% 1,312 100.0%

* Total excludes cases with missing information

Very Dissatisfied Total*

TABLE 16LEVEL OF SATISFACTION BY ETHNICITY

Very Satisfied Somewhat Satisfied Somewhat Dissatisfied

TABLE 17RESPONSE RATE BY GENDER

Region Female Male/Female Male TotalNumber Percent Number Percent Number Percent Number Percent

Bemidji 36 33.0% 18 16.5% 55 50.5% 109 100.0%Brainerd 56 29.2% 69 35.9% 67 34.9% 192 100.0%Duluth 112 40.1% 47 16.8% 120 43.0% 279 100.0%Moorhead 25 25.8% 19 19.6% 53 54.6% 97 100.0%Mankato 37 36.6% 19 18.8% 45 44.6% 101 100.0%Rochester 35 33.3% 13 12.4% 57 54.3% 105 100.0%St. Cloud 35 31.5% 19 17.1% 57 51.4% 111 100.0%St. Thomas 92 40.9% 17 7.6% 116 51.6% 225 100.0%Southwest 36 30.0% 22 18.3% 62 51.7% 120 100.0%

Statewide 464 34.7% 243 18.1% 632 47.2% 1,339 100.0%

TABLE 18LEVEL OF SATISFACTION BY GENDER

Ownership Gender Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Total*Number Percent Number Percent Number Percent Number Percent Number Percent

Female 328 72.7% 84 18.6% 28 6.2% 11 2.4% 451 100.0%

Female/Male 180 76.3% 42 17.8% 6 2.5% 8 3.4% 236 100.0%

Male 420 68.7% 142 23.2% 28 4.6% 21 3.4% 611 100.0%

Overall Satisfaction 928 71.5% 268 20.6% 62 4.8% 40 3.1% 1,298 100.0%

* Total excludes cases with missing information

TABLE 19WOULD CLIENT RECOMMEND SBDC TO OTHERS, BY REGION

Region Yes No Total*Number Percent Number Percent Number Percent

Bemidji 98 93.3% 7 6.7% 105 100.0%Brainerd 179 97.3% 5 2.7% 184 100.0%Duluth 255 97.0% 8 3.0% 263 100.0%Moorhead 92 95.8% 4 4.2% 96 100.0%Mankato 90 93.8% 6 6.3% 96 100.0%Rochester 93 93.9% 6 6.1% 99 100.0%St. Cloud 96 88.9% 12 11.1% 108 100.0%St. Thomas 198 94.7% 11 5.3% 209 100.0%Southwest 111 99.1% 1 0.9% 112 100.0%

Statewide 1,212 95.3% 60 4.7% 1,272 100.0%

* Total excludes cases with missing information