2016 Customer Satisfaction Survey ReportAN ANALYSIS OF SERVICE QUALITY, CUSTOMER SATISFACTION, AND PROGRAM ACCESS

Survey Methodology

Each year, the agency distributes customer satisfaction surveys for all programs. It is vitally important we ask for feedback from the individuals and families we serve to ensure we are providing the highest quality services.

This year, 748 surveys were returned for an overall response rate of 51%.

Age 24-34: 30.9%

Age 65+: 30.0%

Age 35-44: 13.2% Age 55-64: 7.3%

<24: 13.7%

Age 45-54: 5.0%

Demographics of Respondents

Program Services

Overall, how would you rate the quality of services received?

a) Excellent

b) Good

c) Fair

d) Poor

Program Services

Did staff treat you in a respectful manner?

a) Yes

b) No

Program Services

Did staff offer additional information about other Community Action Programs?

a) Yes

b) No

c) No Applicable

Program Services

How would you rate the staff members’ overall knowledge of the program?

a) Excellent

b) Good

c) Fair

d) Poor

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

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

Service & Environment

How did you learn about this program?

a) Referral from another program

b) Word of mouth

c) Internet

d) Other

Service & Environment

Was the office and waiting area clean?

a) Yes

b) No

c) No applicable

Service & Environment

Were services provided in a timely manner?

a) Yes

b) No

Service & Environment

Because of Community Action’s help, I have improved my situation.

a) Agree

b) Disagree