• 1 Executive summary
• 2 Introduction
• 3 Methodology in brief
• 4 Findings
• 4.1 Help/assistance needed
• 4.2 Overall service satisfaction
• 4.3 Satisfaction with timeliness
• 4.4 Satisfaction with accommodation
• 4.5 Satisfaction with (non-accommodation) help/services
• 4.6 Information provision
• 4.7 Service needs
• 4.8 Suggestions for service improvement
• Appendices

National SAAP Client Satisfaction Survey

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1. Executive Summary

1.1 Introduction

Colmar Brunton Social Research (CBSR) was commissioned by the Department of Family and Community Services (FaCS) to conduct research into client satisfaction with SAAP funded agencies. The overall objective of the research was to measure client satisfaction against key outcomes at State/Territory and national levels, to feed into the SAAP IV Evaluation.

A telephone survey of 1,000 SAAP clients was conducted between 11 November and 5

December 2003. For detailed methodology, please refer to Appendix E: Technical Notes.

1.2 Key findings

• The vast majority of clients need long-term assistance and accommodation, rather than simply 'a bed for a night or two'. This need is almost as strongly felt by those in short- term/crisis agencies as those in medium/long-term agencies. The suggestion is that SAAP agencies need to anticipate these more complex service needs, regardless of agency type.
  
  
• In general, clients had high expectationsof service, with many expecting the service to be 'good' or 'really good'. Most clients in the survey are highly satisfied, with their expectations met or exceeded.
  
  
• The vast majority of clients rate the overall helpthey received from a SAAP agency positively, with over two-thirds describing themselves as highly satisfied. Less than one- in-ten rate the help they received as 'just okay' or 'bad'. Further, almost three-quarters rate the help they received as better than expected.
  
  
• Satisfaction with staffis particularly high, with over two-thirds rating staff as 'really good'. Clients are most satisfied with the ability of staff to be warm and friendly, to listen, and to be fair; that is, interpersonal skills. Clients are least satisfied with staff availability, timeliness, and the extent to which clients are involved in decision-making.
  
  
• The majority of clients are satisfied with the time taken by agencies to provide services, including 57% who are highly satisfied. Clients with multiple needs are somewhat less satisfied with the timeliness of service than other clients.¹ More than half of all clients rate the length of time it took to receive service as faster than expected. A small minority of one-tenth feel it took longer than expected.
  
  
• More than half of all clients rate the non-accommodation servicesthat they received very highly.
  
  
• Satisfaction with the accommodationprovided is slightly lower than other dimensions, with about half of clients rating their accommodation as 'really good'. However, as on other dimensions, only a very small proportion of clients rate their accommodation as 'bad'. Clients are most satisfied with the availability, comfort and cleanliness of accommodation, and least satisfied with modernity, availability of workers, and kitchen equipment.
  
  
• More than two-thirds of clients recall receiving verbal or written information, although very short-term clients who have received agency services for less than one week are less likely to recall receiving any information. Clients are most likely to recall receiving information about what the agency can offer, and least likely to recall receiving information about making a complaint, although the majority of clients also recall receiving information about complaint procedures. Of those who received written information, the vast majority report having read it. The usefulness of (written and verbal) information is rated relatively low, however, with only one-third of clients describing information as 'very useful'.
  
  
• Overall, the most common needsreported by clients are for assistance finding new accommodation and 'rebuilding their lives'. Among a number of potential needs presented to respondents, child care and interpreter services are the least commonly needed, although these needs are most strongly felt within sub-populations such as women and parents. Of clients who required additional help, the vast majority received it. However, between 7% and 17% of those with a need did not get the help they required. The largest unmet needs are for child care, budgeting assistance and help finding permanent accommodation.
  
  

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1.3 Conclusions

• While expectations of clients are high, clients are generally satisfied with all aspects of SAAP service, with their expectations met or exceeded.
  
  
• Across a number of dimensions, satisfaction is greatest with the staff of SAAP agencies, especially in terms of their interpersonal skills. A recurring theme in terms of areas for improvement, however, is the availability of staff, suggesting a perceived need for increased resourcing from the client perspective.
  
  
• There are more moderate levels of satisfaction for timeliness; however the vast majority of clients are still satisfied with the time taken by agencies to provide services.
  
  
• Satisfaction with the accommodation provided is lowest across all dimensions, and a number of suggestions for improvement to SAAP services focus on accommodation and facilities. In terms of the infrastructure at agencies, the equipment and furnishings are a source of lower satisfaction.
  
  
• Although most clients are receiving information, only a minority are finding it 'very useful'. This suggests that a focus on information provision may be warranted. In particular, ensuring that communications are developed from a 'user design' perspective is important.
  
  
• Although most needs are being met, these data suggest that a small minority are finding their needs unmet by SAAP services. In particular, the provision of child care, budgeting assistance and permanent accommodation assistance should be reviewed.
  
  

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1.4 Recommendations for future research

• This was the first attempt to measure client satisfaction in SAAP. The methodology employed was based on one method trialled in the detailed research by the Australian Federation of Homelessness Organisations and was constrained by available budget and resources.
  
  
• Overall response rates at the agency level were low, suggesting that better engagement of agencies in the process should be a focus in future client satisfaction measurement. There is evidence from this experience that providing reporting at the agency level will be a strong incentive for agencies to participate more fully.
  
  
• Despite obvious limitations, the methodology has proven successful. Target samples were achieved in a four week timeframe. Moreover, despite the self-selection methodology at both the agency and client levels, the resultant sample is broadly similar to population parameters across a range of demographic characteristics. This suggests that the likelihood of non-response bias (where those clients responding are different from those not responding) is likely to be low.
  
  
• Overall the questionnaire worked well. It was understood by clients and the level of item non-response was low. Although there were in-going concerns that clients might find it difficult to express dissatisfaction with SAAP services, the measures resulted in satisfaction data with some variance, including active dissatisfaction in some cases.
  
  
• The value of this research will be most strongly felt when it can serve as a benchmark to future waves of client satisfaction tracking. This will help identify trends, including areas of improvement and, potentially, deterioration in service. For it to serve as a valid benchmark, however, the methodology and questionnaire should be preserved. Appendix E: Technical Notes provides a complete record of the methodology employed in 2003. It is recommended that this is replicated, with some effort to improve agency response rates as described above.
  
  

1. 'Multiple needs' were identified through use of the following question: Q13 I am now going to ask you some questions about your personal situation. You don't have to answer these if you don't want to. Do you, or have you ever .... experienced psychological problems [such as depression], had a problem with drugs or alcohol, experienced violence in the home [including physical or verbal abuse], been seriously in debt, had a problem with gambling, had a serious health condition or disability other than psychological problems. Please see page 56 for more information.

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