Housing & Homelessness 

Measurement of Client Satisfaction in the Supported Accommodation Assistance Program (SAAP) 

June 2003 

The report draws to a close the initial phase of a national project to develop options for the measurement of client satisfaction in SAAP-funded services. The findings of this report will provide a foundation for further development and piloting of client satisfaction measures and approaches.


Table of Contents

  • Introduction
  • Section One: Developing Client Satisfaction Processes in SAAP: Background and Key Issues
  • Section Two: The Meaning of Client Satisfaction in SAAP
  • Section Three: Different Approaches to Measuring Client Satisfaction
  • Section Four: Progressing the Measurement of Client Satisfaction in SAAP
  • Section Five: The Resource Implications of Assessing Client Satisfaction in SAAP
  • Section Six: Recommendations
  • Appendix A Draft Questionnaire to Assess Client Satisfaction in SAAP
  • Appendix B Feedback Questionnaire for Agencies Running the Client Satisfaction Pilots
  • Appendix C Pilot Agency Details
  • Appendix D List of Consultation Meetings Held
  • Appendix E Submissions Received
  • Appendix F Agency Feedback from Consultations about Client Satisfaction Approaches Suited to Different Client Groups
  • Appendix G Client Feedback from Consultations about Client Satisfaction Approaches
  • Appendix H Estimate Cost of Administering the Questionnaire from the Pilots
  • Appendix I Sections from the Project Discussion Paper, November 2001
  • References

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