Client Satisfaction Survey and 1 more...
Client Satisfaction Survey: % Of Clients Who Reported The Services They Received Made a Difference
Current Value
87%
Definition
Data is calculated off from the percentage of surveys that rated this question as a 4 (Agree) or 5 (Strongly Agree) out of the total number of this question answered for the FY.
Numerator: Number of individuals that scored a 4 or 5 on the question
Denominator: Total number of surveys with the questions rated
Story Behind the Curve
FY 2020 and FY 2021 Client Satisfaction Surveys were mailed out to consumers due to the Covid-19 pandemic. This resulted in a lower return rate of surveys.
Starting in FY 2022 we were able to implement a hybrid model for handing out surveys. Surveys were either mailed, handed out face to face or individuals were called on the phone to complete the survey. As we switched to post pandemic times, we can provide services in the setting that is comfortable for the client and their families.
In FY 2025 QR Codes were introduced along with paper copies. This allows our consumers to pick the best option for them when filling out the survey.
Partners
What Works
In terms of the survey, we are constantly working toward increasing our response numbers. Case managers physically handing the survey to clients as opposed to mail outs have helped in this endeavor.
FY 2025 our Reception Staff used an iPad and QR codes to support with our return rate. This allows for clients to be able to fill out the confidential survey while they wait for their appointment.
Action Plan
All Team Leaders are engaging in a Turn the Curve exercise with their teams regarding the annual consumer satisfaction results. The information is gathered and centralized as part of an agency wide initiative to improve outcomes.
Clear Impact Suite is an easy-to-use, web-based software platform that helps your staff collaborate with external stakeholders and community partners by utilizing the combination of data collection, performance reporting, and program planning.