National SAAP Client Satisfaction Survey

Index of Tables

Table 1: Overall satisfaction with help received by state/territory
Table 2: Overall satisfaction with help received by service delivery type
Table 3: Overall expectations met by state/territory
Table 4: Overall expectations met by service delivery type
Table 5: Satisfaction with timeliness by state/territory
Table 6: Satisfaction with timeliness by service delivery type
Table 7: Satisfaction with timeliness compared to expectations by state/territory
Table 8: Satisfaction with timeliness compared to expectations by service delivery type
Table 9: Overall satisfaction with accommodation by state/territory
Table 10: Overall satisfaction with accommodation by service delivery type
Table 11: Availability by state/territory
Table 12: Security of belongings by state/territory
Table 13: Security of belongings by service delivery type
Table 14: Privacy by state/territory
Table 15: Privacy by service delivery type
Table 16: Neighbourhood safety by state/territory
Table 17: Neighbourhood safety by service delivery type
Table 18: Adequacy of kitchen equipment by state/territory
Table 19: Overall satisfaction with help and services (non-accommodation) by state/territory
Table 20: Overall satisfaction with help and services (non-accommodation) by service delivery type
Table 21: Overall satisfaction with staff by state/territory
Table 22: Overall satisfaction with staff by service delivery type
Table 23: Recall receiving verbal or written information by state/territory
Table 24: Recall receiving verbal or written information by agency type
Table 25: Extent to which the written information received has been read by state
Table 26: Extent to which the written information received has been read by agency type
Table 27: Usefulness of information received by state/territory
Table 28: Usefulness of information received by agency type
Table 29: Clients needing help with rebuilding a life by service delivery type
Table 30: Clients needing help with rebuilding a life by state/territory
Table 31: Clients needing emergency short-term help by state/territory
Table 32: Clients needing counselling by service delivery type
Table 33: Clients needing help with budgeting by state/territory
Table 34: Clients needing childcare by service delivery type
Table 35: Suggestions for service improvement
Table 36: Sample profile of clients compared to population (demographics)
Table 37: State/territory and service type compared to population
Table 38: Comparison of population to sample of agencies
Table 39: How ethical issues were addressed
Table 40: Tier 1 sampling plan
Table 41: Reasons for agency non-participation - as at 28 October 2
Table 42: Agency champion teleconferences
Table 43: Agency participation rates
Table 44: Client participation rates
Table 45: Response rate by state
Table 46: Response rate by agency type
Table 47: Cognitive interviews
Table 48: Completed pilot interviews
Table 49: Detailed agency feedback
Table 50: Weighting

Index of Figures

Figure 1: Best describes needs from agency
Figure 2: Best describes needs from agency by state
Figure 3: Best describes needs from agency by agency type
Figure 4: Additional help needed from agency
Figure 5: Overall satisfaction with help received
Figure 6: Overall satisfaction with help received by age
Figure 7: Overall satisfaction with help received compared to expectations
Figure 8: Overall expectations met by age
Figure 9: Relationship between assessment and expectations
Figure 10: Overall satisfaction with timeliness of service
Figure 11: Satisfaction with timeliness by age
Figure 12: Satisfaction with timeliness compared to expectations
Figure 13: Timeliness of service compared to expectations by age
Figure 14: Overall satisfaction with accommodation
Figure 15: Overall satisfaction with accommodation by age
Figure 16: Satisfaction with accommodation elements - Top 8
Figure 17: Satisfaction with accommodation elements - Bottom 6
Figure 18: Overall satisfaction with help and services besides accommodation
Figure 19: Overall satisfaction with help and service (non-accommodation) by age
Figure 20: Overall satisfaction with staff
Figure 21: Overall satisfaction with staff by age
Figure 22: Satisfaction with aspects of staff
Figure 23: Recall receiving verbal or written information
Figure 24: Extent to which the written information received has been read
Figure 25: Usefulness of information received
Figure 26: Multiple needs
Figure 27: Extent to which services are needed
Figure 28: Clients needing help with next accommodation by age
Figure 29: Clients needing emergency short-term help by age
Figure 30: Clients needing help with referrals to other services by age
Figure 31: Clients needing counselling by age
Figure 32: Clients needing help with budgeting by age
Figure 33: Clients needing childcare by age
Figure 34: Extent to which needs are met

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