In 1973, MEDA was founded as a small business development and loan packaging organization in San Francisco’s Mission District. Over the years, we have scaled our efforts to support the broader Bay Area through an innovative, holistic approach that couples small business coaching with loan capital opportunities through Fondo Adelante–our Community Development Financial Institution (CDFI) established in 2015.
Driven by our commitment to meet community needs, we utilized a capacity building grant from Listen4Good in 2024 to conduct a client satisfaction survey. This initiative allowed us to gain deeper insight into what our small business development clients value most about our services, explore their perception about MEDA’s role in their small business journey, and identify ways to enhance client experience. Now, we are excited to share the results.
How We Collected Responses
In the fall of 2024, MEDA collected 73 survey responses from people who received or are currently receiving services from our small business development and/or lending team. Administered in English, Spanish and Chinese, the survey utilized both open- and closed-ended questions and used the Net Promoter System (NPS) to gather information about client experience, primarily focusing on the likelihood of clients recommending a given service.
What The Results Show
Fondo Adelante services compared to other financial industries
Results indicate that clients are overwhelmingly satisfied with MEDA’s services. In regards to our small business development work, we scored a high NPS of 81, with many clients appreciating the personalized coaching, tailored guidance, and accessible training resources. Fondo Adelante lending services received an NPS of 61, which is a strong result by many standards and higher than the average NPS for banks (30), credit unions (60), and business support services (44). Clients valued our accessible services, respectful staff, and supportive lending processes.
Lending and business development services received a combined NPS of 100
For clients who received both our business development and lending services, we scored a perfect NPS of 100. This score is a testament to MEDA’s client-centered approach to support aspiring business owners from start to finish off their entrepreneurial journey, providing tailored coaching, technical assistance, and the necessary loan capital to help get their businesses off the ground.
“I was assisted by a very efficient and professional coach. I have no complaints. Above all very helpful, and I was supported with many requests.”
Feedback From Our Community
When asking for feedback, the message was clear: Clients appreciate what we offer and want more of it. From improved processing time of applications, faster and clearer responsiveness from staff, and more in-depth training sessions, this feedback reflects a desire from clients to go deeper with the services we already provide.
“[The coach] is exceptionally knowledgeable in his Spanish workshop. I gained many new skills and tools.”
Advancing Our Mission Through Improvement
We are proud to share that the feedback we received provided valuable clarity and affirmed the direction of improvements already underway, underscoring our proactive approach to service delivery and our ongoing commitment to a client-centered model.
Since joining MEDA as Vice President of Fondo Adelante in 2024, Rebeca Patiño has led several key initiatives to enhance the client experience. These efforts include expanding staff capacity, improving response times and processing efficiency, and piloting various training schedules to maximize participation. Looking forward, we are excited to see the impact of these changes and how it improves the client experience.
Building On Our Momentum
MEDA’s Fondo Adelante team remains deeply committed to supporting small business by ensuring that entrepreneurs have access to both expert guidance and the financial tools necessary to succeed. This year, we are celebrating 10 years of fueling local entrepreneurship to strengthen, preserve, and expand the San Francisco Bay Area’s economic fabric. Our impact has been substantial, deploying more than $18.2 million in capital loans to 600 small business owners.
Following a successful San Francisco Small Business Week in May, the Fondo Adelante team is excited and committed to continue providing clients with high-quality, high-touch services that meet their needs and empower them to make their entrepreneurial dreams a reality.
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