National SAAP Client Satisfaction Survey
4.2 Overall service satisfaction
4.2.1 Satisfaction
- The vast majority of clients (91%) rate the help they received during their stay positively, with 66% of clients rating the overall help received as 'really good' and a further 25% rating the help received as 'good' (see Figure 5).
- Less than one-in-ten (9%) rate the help they received as 'just okay' (6%) or 'bad' (3%).
Figure 5: Overall satisfaction with help received
Question 2A: Thinking about this stay with <INSERT NAME OF AGENCY>, overall was the help you got ...? Base: All respondents (n=999)
- While there was little difference across the states in the proportion rating the help they received as good, the proportion of clients rating the help they received as 'really good' ranges from a high of 78% in Queensland to a low of 45% in the ACT (see Table 1).
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| National % (n=999) |
ACT % (n=22) |
NSW % (n=230) |
NT % (n=22) |
QLD % (n=150) |
SA % (n=99) |
TAS % (n=64) |
VIC % (n=362) |
WA % (n=51) |
|
|---|---|---|---|---|---|---|---|---|---|
| Really good | 66 | 45 | 58 | 62 | 78 | 66 | 71 | 68 | 55 |
| Good | 25 | 42 | 31 | 34 | 19 | 26 | 20 | 19 | 43 |
| Just Okay | 6 | 9 | 7 | 4 | 2 | 7 | 4 | 7 | 2 |
| Bad | 3 | 3 | 2 | 0 | 1 | 0 | 3 | 4 | 0 |
| Don't know/no opinion | 1 | 0 | 1 | 0 | 0 | 1 | 3 | 1 | 0 |
Question 2A: Thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...? Base: All respondents
- There was little difference across service delivery type in the proportion of clients rating the help they received as 'good' or 'really good' (see Table 2).
| National % (n=999) |
Crisis/Short- term % (n=297) |
Medium to long-term % (n=399) |
Other % (n=241) |
Multiple (SA only) % (n=62) | |
|---|---|---|---|---|---|
| Really good | 66 | 69 | 67 | 61 | 70 |
| Good | 25 | 22 | 24 | 28 | 24 |
| Just Okay | 6 | 6 | 6 | 7 | 6 |
| Bad | 3 | 3 | 3 | 3 | 0 |
| Don't know/No opinion | 1 | 1 | 0 | 2 | 1 |
Question 2A: Thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...? Base: All respondents
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Demographic Differences
- Older clients tend to express more satisfaction with services than younger clients (see Figure 6).
- Single parents are the most likely to rate the help they received as 'really good' (72%)11.
Figure 6: Overall satisfaction with help received by age
Question 2A: Thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...? Base: All respondents (Under 15 years = 53, 15-17 years = 100, 18-19 years = 99, 20-24 years = 117, 25-44 years = 466, 45-64 years = 152, 65 years and over = 12)
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4.2.2 Expectations met
- Overall, almost three-quarters (71%) rate the help they received as 'better than expected'. A further one-fifth (22%) rate the help as 'about what they expected' (see Figure 7).
- Less than one-in-ten (6%) rate the help they received as 'not as good as they expected'.
Figure 7: Overall satisfaction with help received compared to expectations
Question 2b: And again, thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...?
Base= All respondents (n=999)
- Those in the Northern Territory (88%) are most likely to rate the service as better than expected while those in the ACT (59%) are the least likely to rate the service as better than expected and among the most likely to rate the service as worse than expected (8%) (see Table 3). NSW and Victoria are also equally likely to rate the service as worse than expected.
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| National % (n=999) |
ACT % (n=22) |
NSW % (n=230) |
NT % (n=22) |
QLD % (n=150) |
SA % (n=99) |
TAS % (n=64) |
VIC % (n=362) |
WA % (n=51) |
|
|---|---|---|---|---|---|---|---|---|---|
| Better than expected | 71 | 59 | 66 | 88 | 78 | 75 | 67 | 70 | 69 |
| About what expected | 22 | 32 | 24 | 10 | 19 | 20 | 25 | 22 | 26 |
| Not as good as expected | 6 | 8 | 8 | 2 | 3 | 4 | 6 | 8 | 3 |
| Don't know/No opinion | 1 | 2 | 2 | 0 | 0 | 2 | 3 | 1 | 2 |
Question 2B: And again, thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...?
Base: All respondents
- The proportion rating the service received as better than expected ranges from a high of 75% in both crisis/short-term agencies and multiple (SA only) agencies to a low of 67% of agencies classed as 'other' (see Table 4).
| National % (n=999) |
Crisis/Short- term % (n=297) |
Medium to long-term % (n=399) |
Other % (n=241) |
Multiple (SA only) % (n=62) | |
|---|---|---|---|---|---|
| Better than expected | 71 | 75 | 69 | 67 | 75 |
| About what expected | 22 | 20 | 24 | 24 | 17 |
| Not as good as expected | 6 | 4 | 7 | 8 | 6 |
| Don/t know/No opinion | 1 | 2 | 0 | 1 | 2 |
Question 2B: And again, thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...?
Base: All respondents
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Demographic Differences
- Clients aged 20 years and older are more likely to describe the help received as exceeding expectations while those aged younger than 15 years are more likely to rate the help received as worse than expected (see Figure 8). The vast majority of those aged younger than 15 years, however, still describe it as 'better than expected'.
- Longer-term residents are more likely than short-term residents to report that services are better than expected.
Figure 8: Overall expectations met by age
Question 2B: And again, thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...?
Base: All respondents (Under 15 years = 53, 15-17 years = 100, 18-19 years = 99, 20-24 years = 117, 25-44 years = 466, 45-64 years = 152, More than 65 years = 12)
- The majority of clients rate the help they got from the agency as 'really good' and also describe the help they received as exceeding their expectations. Very few clients rate the service they received poorly and also say that the service they received was worse than their expectations (see Figure 9).
- This analysis also suggests that many clients had high expectations from the agency when they arrived. For example, 200 clients (or 20% of the sample) describe the service as being 'about as expected', and that this was 'good' or 'really good'. Although it is difficult to know the precise expectations of the 554 clients (or 55% of the sample) who rated the service as 'really good' and 'better than expected', it is reasonable to conclude that many of these clients also had high expectations.
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Figure 9: Relationship between assessment and expectations
Question 2A: Thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...? Question 2B: And again, thinking about this stay with <INSERT NAME OF AGENCY>, overallwas the help you got ...?
- In this and following tables, a circle indicates a relatively high proportion and a square indicates a relatively low proportion, compared to the average.
- For the purpose of this report, parents presenting at the agency with children and no partner are referred to as 'single parents'.
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