2017 Customer Satisfaction Survey ReportAN ANALYSIS OF SERVICE QUALITY, CUSTOMER SATISFACTION, AND PROGRAM ACCESS
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Don’t forget to introduce yourself!
Methodology
2,114 surveys were distributed to Program Directors on October 13, 2017.
Program Directors dispersed them to staff who then distributed them to Mid’s customers in order to learn their opinions regarding services provided, the environment in which they received services, and how they learned of our programs.
Within an approximate one month period, 1,017 surveys were returned. Surveys were no longer accepted after November 13, 2017.
This resulted in a 48% return rate.
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Review Methodology.
Age 24-34: 37.5%
Age 65+: 25.1%
Age 24>: 12.3% Age 55-64: 7.0%
Age 35-44: 13.3%
Age 45-54: 4.8%
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Household Type: 2.3% missing data Avg. Hourly Wage: $11.04 4.3% of clients are homeless
Program Services
Overall, how would you rate the quality of services received?
a) Excellent
b) Good
c) Fair
d) Poor
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2015 Excellent – 76.1% … increased by 0.8% in 2016 Good – 21.2% … increased by 0.6% in 2016 Fair – 2.3% … decreased by 0.9% in 2016 Poor – 0.4% … decreased by 0.4% in 2016 Overall improvement of 1.64%
Program Services
Did staff treat you in a respectful manner?
a) Yes
b) No
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2015 Yes – 98.5% … increased by 1.2% in 2016 No – 1.5% … decreased by 1.2% in 2016 Overall improvement of 2.4%
Program Services
Did staff offer additional information about other Community Action Programs?
a) Yes
b) No
c) Not Applicable
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2015 Yes – 67.7% … decreased by 1.3% in 2016 No – 14.2% … increased by 3.2% in 2016 N/A – 18.1% … decreased by 2% in 2016 Overall decline of 4.5%
Program Services
How would you rate the staff members’ overall knowledge of the program?
a) Excellent
b) Good
c) Fair
d) Poor
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2015 Excellent – 76.6% … decreased by 0.1% in 2016 Good – 21.1% … increased by 1.8% in 2016 Fair – 1.5% … decreased by 0.8% in 2016 Poor – 0.8% … decreased by 0.8% in 2016 Overall improvement of 3.3%
Service & Environment
Based on the services the program could provide, were your needs met?
a) Almost all of my needs have been met
b) Most of my needs have been met
c) Only a few of my needs have been met
d) None of my needs have been met
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2015 Almost all of my needs have been met – 72.8% … increased by 1.6% in 2016 Most of my needs have been met – 25.1% … decreased by 1.7% in 2016 Only a few of my needs have been met – 1.9% … decreased by 0.3% in 2016 None of my needs have been met – 0.2% … increased by 0.4% in 2016 Overall decline of 0.2%
Service & Environment
Would you recommend this program if a friend was in need of similar help?
a) Yes, definitely
b) Maybe
c) No, definitely not
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2015 Yes, definitely – 96.4% … increased by 0.6% in 2016 Maybe – 3.2% … decreased by 0.3% in 2016 No, definitely not – 0.4% … decreased by 0.3% in 2016 Overall improvement of 1.2%
Service & Environment
How did you learn about this program?
a) Referral from another program
b) Word of mouth
c) Internet
d) Other
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2015 Referral from another program – 19.6% … approximately the same as 2016 Word of mouth – 64.1% … decreased by 3.3% in 2016 Internet – 1.6% … approximately the same as 2016 Other – 14.7% … increased by 5% in 2016 The only changes are that ‘word of mouth’ decreased slightly while ‘other’ increased.
Service & Environment
Was the office and waiting area clean?
a) Yes
b) No
c) Not applicable
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2015 Yes – 92.2% … decreased by 0.2% in 2016 No – 0.7% … decreased by 0.7% in 2016 N/A – 7.2% … increased by 0.9% in 2016 Perhaps the question confuses clients? Consider rewording/rephrasing the question.
Service & Environment
Were services provided in a timely manner?
a) Yes
b) No
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2015 Yes – 98.7% … increased by 0.2% in 2016 No – 1.3% … decreased by 0.2% in 2016 Overall improvement of 0.4%
Service & Environment
Because of Community Action’s help, I have improved my situation.
a) Agree
b) Disagree
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2015 Agree – 97.9% … increased by 1.5% in 2016 Disagree – 2.1% … decreased by 1.5% in 2016 Overall improvement of 3%