National SAAP Client Satisfaction Survey
4.5 Satisfaction with (non-accommodation) help/services
- More than half of all clients rated the non-accommodation services they received as 'really good' (52%), with another quarter (29%) rating them as 'good'. Fewer than one- in-ten describe them as 'just okay' or 'bad'.
- Among those with an opinion (excluding no answer from the base), 57% describe non- accommodation services as 'really good', 32% as 'good', 8% as 'just okay' and 2% as 'bad'.
Figure 18: Overall satisfaction with help and services besides accommodation
Question 7: Thinking about this stay with <INSERT NAME OF AGENCY>, overall how good or bad are the help and services, otherthan accommodation, that they are able to give you? Are they ...?
Base: All respondents (n=999)
- Among those with an opinion, the proportion of clients expressing high satisfaction with non-accommodation services ranges from 33% in the ACT to 69% in Queensland (see Table 19).
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| National % (n=907) |
ACT % (n=20) |
NSW % (n=207) |
NT % (n=19) |
QLD % (n=143) |
SA % (n=90) |
TAS % (n=56) |
VIC % (n=321) |
WA % (n=51) |
|
|---|---|---|---|---|---|---|---|---|---|
| Really good | 57 | 34 | 49 | 46 | 69 | 55 | 62 | 60 | 42 |
| Good | 32 | 43 | 33 | 43 | 27 | 33 | 24 | 31 | 41 |
| Just Okay | 8 | 20 | 11 | 7 | 2 | 10 | 13 | 6 | 12 |
| Bad | 2 | 3 | 3 | 0 | 0 | 1 | 1 | 2 | 2 |
| Don't know/ No opinion | 2 | 0 | 4 | 4 | 2 | 2 | 0 | 0 | 3 |
Question 7: Thinking about this stay with <INSERT NAME OF AGENCY>, overall how good or bad are the help and services, otherthan accommodation, that they are able to give you? Are they ...?
Base: All respondents who answered the question
- There is little difference perceived across agency type (see Table 20).
| National % (n=907) |
Crisis/Short- term % (n=278) |
Medium to long-term % (n=356) |
Other % (n=217) |
Multiple (SA only) % (n=55) |
|
|---|---|---|---|---|---|
| Really good | 57 | 58 | 58 | 54 | 55 |
| Good | 32 | 31 | 33 | 30 | 33 |
| Just Okay | 8 | 7 | 7 | 11 | 9 |
| Bad | 2 | 3 | 1 | 2 | 1 |
| Don't know/No opinion | 2 | 2 | 1 | 2 | 3 |
Question 7: Thinking about this stay with <INSERT NAME OF AGENCY>, overall how good or bad are the help and services, otherthan accommodation, that they are able to give you? Are they ...?
Base: All respondents who answered the question
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Demographic Differences
- High levels of satisfaction tend to increase with age (see Figure 19).
- Employed clients (63%) are more likely to indicate that non-accommodation services are 'really good' than are unemployed clients.
- Women are more likely to express high satisfaction (62%) than men (48%).
- Clients with multiple needs16 are more likely to rate non-accommodation services as 'very good' (58%) than are clients without these needs (49%).
- Clients arriving alone (49%) and those who had resided for only a short time at the time of the survey (43%) are disproportionately less satisfied with non-accommodation services.
Figure 19: Overall satisfaction with help and service (non-accommodation) by age
Question 7: Thinking about this stay with <INSERT NAME OF AGENCY>, overall how good or bad are the help and services, otherthan accommodation, that they are able to give you? Are they ...?
Base: All respondents who answered the question (Under 15 years = 52, 15-17 years = 98, 18-19 years = 83, 20-24 years = 107, 25-44 years = 420, 45-64 years = 138, More than 65 years = 10)
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4.5.1 Overall satisfaction with staff
- Overall, more than nine-in-ten clients (93%) are satisfied with the staff, with 21% stating staff are 'good' and 72% stating staff are 'really good'.
Figure 20: Overall satisfaction with staff
Question 10: Thinking about this stay, overall, do you feel that the staff at <INSERT NAME OF AGENCY> Are ...? Base: All respondents who answered the question (n=997)
- The proportion of clients that rate staff as 'really good' ranges from a high of 79% in both Queensland and Tasmania to a low of 52% in Western Australia (see Table 21).
| National % (n=997) |
ACT % (n=22) |
NSW % (n=228) |
NT % (n=22) |
QLD % (n=149) |
SA % (n=99) |
TAS % (n=64) |
VIC % (n=362) |
WA % (n=51) |
|
|---|---|---|---|---|---|---|---|---|---|
| Really good | 72 | 55 | 67 | 73 | 79 | 74 | 79 | 73 | 52 |
| Good | 21 | 35 | 22 | 19 | 16 | 22 | 15 | 20 | 43 |
| Just Okay | 6 | 8 | 8 | 6 | 5 | 4 | 6 | 5 | 5 |
| Bad | 1 | 3 | 2 | 2 | 0 | 0 | 0 | 2 | 0 |
| Don't know/No opinion | 0 | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 0 |
Question 10: Thinking about this stay, overall, do you feel that the staff at <INSERT NAME OF AGENCY. Are ...?
Base: All respondents who answered the question
- Clients in multiple (SA only) agencies (77%) are the most likely to rate staff as 'really good' while those in crisis/short-term agencies (68%) are least likely to rate staff as 'really good' (see Table 22).
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| The kitchen has enough equipment | |||||
|---|---|---|---|---|---|
| National % (n=997) |
Crisis/Short- term % (n=295) |
Medium to long-term % (n=399) |
Other % (n=241) |
Multiple (SA only) % (n=62) |
|
| Really good | 72 | 68 | 74 | 70 | 77 |
| Good | 21 | 22 | 21 | 22 | 18 |
| Just Okay | 6 | 9 | 3 | 6 | 5 |
| Bad | 1 | 1 | 2 | 2 | 0 |
| Don't know/No opinion | 0 | 0 | 0 | 0 | 0 |
Question 10: Thinking about this stay, overall, do you feel that the staff at <INSERT NAME OF AGENCY. Are ...?
Base: All respondents who answered the question
Demographic Differences
- Older respondents are more likely to rate staff as 'really good' (see Figure 21).
- Women are more likely than men to rate staff as 'really good'.
- People with multiple needs17 are more likely than others to rate the staff as 'really good'.
- Single parents are also more likely than others to rate the staff as 'really good'.
Figure 21: Overall satisfaction with staff by age
Question 10: Thinking about this stay, overall, do you feel that the staff at <INSERT NAME OF AGENCY. Are ...?
Base: All respondents who answered the question (Under 15 years = 53, 15-17 years = 100, 18-19 years = 99, 20-24 years = 117, 25-44 years = 464, 45-64 years = 151, More than 65 years = 12).
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4.5.2 Satisfaction with aspects of staff
- Overall, clients are satisfied with all aspects relating to staff ranging from a high of 97% of clients who think staff are 'warm and friendly' to a low of 84% who think 'staff involve them in decisions'.
- Just under one-in-ten clients say that staff do not 'involve them in decisions' (9%), 'do things on time' (9%) or 'are available when you need them' (8%) (see Figure 22).
Figure 22: Satisfaction with aspects of staff
Question 11: Thinking about <INSERT AGENCY NAME> staff during this stay, do you feel that they ...?
Base: All respondents who answered the question (n=999)
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Demographic Differences
Involve you in decisions
- Women and clients who had been with the agency for more than one week at the time of the survey feel more involved with decision making.
- Clients aged between 15 and 44 years and Australian-born clients are more likely to feel involved with decision making.
Do things on time
- Women, clients with children (with or without a partner), and Australian-born clients are more likely to indicate that staff do things on time.
Take you seriously
- Australian-born clients were more likely to indicate that staff take them seriously.
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