What's New > Development of the Client Satisfaction Survey
Development of a Client Satisfaction Survey: A Summary
Last year, FSA Toronto developed a new client satisfaction survey. Starting May 2008, the survey will be available in print and on-line to all clients benefiting from or participating in FSA programs and services.
The survey development process started with a review of research literature, which underscored the importance of involving clients in the survey design. Then, FSA held focus groups to receive feedback from clients about agency programs and services and to gather input for the new client satisfaction survey. In total, 17 clients participated in three focus groups held at FSA Toronto offices from Church Street, Warden Avenue and Lawrence Avenue West.
The following is a summary of the findings from the focus groups. The summary includes only responses given by three or more participants. The focus group questions were structured according to two major themes: client feedback on services and the client satisfaction survey.
Client Feedback on Services
When asked what they appreciated about FSAT, most clients indicated that they were satisfied with the services that they had received. The counsellors were described as professional but down-to-earth, possessing good listening skills, understanding, compassionate, and non-judgmental. Some clients also shared that they appreciated the affordability of the services, the anti-oppression focus of the agency, and the quick, efficient intake process.
Next question, inquired about the qualities of an effective counsellor. While there was some overlap with the answers from the previous question (e.g., good listener, non-judgmental), the participants also shared that counsellors should be knowledgeable about different resources, intelligent, and flexible in their approaches.
Furthermore, the participants were asked to list the qualities of accessible programs. Those listed included that programs be easy to find, affordable, and have short waitlists. Qualities of accessible and welcoming buildings listed by the clients included an inviting reception area (i.e., calm paint colours, nicely decorated) and friendly, welcoming and discreet reception staff.
In general, there were few suggestions for the improvement of FSAT services. One concern that was reported by all three focus groups was about the long wait for services. It was suggested that there be some sort of service provided to those on the waitlist. Another suggestion provided by clients was to make it easier to access information about FSA Toronto’s services.
Finally, the participants were asked to discuss the impact of FSA Toronto services on their lives. Many of the focus group members felt that they had learned to cope better with different issues and challenges that they faced in their lives because of the support and guidance received from their counsellors. For example, some individuals reported that they had become more self aware. Some believed that counselling helped to validate their feelings, thereby helping them develop more confidence and a sense of empowerment.
Feedback on the Client Satisfaction Survey.
The following is a list of suggestions the focus group participants gave for changes to the client satisfaction survey:
- larger font for easier readability
- Include a check mark symbol (√) in the instructions for consistency and because symbols are universal across all language groups
- use an emoticon (e.g.,
)
instead of question marks to indicate a “don’t know” response
for consistency - 0add a “don’t know” response category
- add a “not applicable” response category where it makes sense to do so
- reword the question, “The services are sensitive to my culture” to make it more clear what the intent of the question is
- add a question about wait times
- add a question about the time of day that services/programs are offered
- the question, “The counsellors encourage me to ask questions,” should be reworded so it is clear what it is asking
- the question, “I know how to make a suggestion or complaint,” was also unclear to the readers
- the question, “The counsellors will ask me before sharing my private information with other people” made the readers uncomfortable, especially if they had not gone through the process of having their information shared
- change “The survey is the right length” to “The survey is too long”
The final client satisfaction surveys incorporated both client and FSA staff feedback. They have been translated into three additional languages (Tamil, Spanish, and Farsi). FSA would like to thank the clients who were involved in the client focus groups and to encourage you to provide us with feedback in order to help us be even better at our work.
Post date: May 14, 2008
