Community Action Planning Council recently conducted a customer satisfaction survey, the results of which were aggregated and reviewed by the agency’s Board of Directors. A total of 437 households, representative of all program areas, completed the survey, summarized as follows.
Of those surveyed, 36% reported that this was their first visit to the agency in the past 12 months. Nearly 30% have visited the agency five or more times. More than half of respondents were referred to the agency by a friend of family member. The most commonly accessed services were Food Pantry, Head Start, and Income Tax Preparation.
One-third of respondents indicated that they were asked to participate in the community needs survey, 22% have been asked to participate in volunteer activities and 21% have been asked to participate in the Head Start self-assessment. This speaks to a high level of engagement of the customer base.
When asked to identify suggestions for improving services, a large number of respondents made positive comments regarding the quality of staff and services. Suggestions for improvement varied widely, including increased bussing options for Head Start, issues specific to homes that have received or are awaiting weatherization services, and providing more services.
Survey responses suggest some uncertainty as to the agency’s scope of services with a small number of respondents confusing the agency with another community organization or indicating that they did not know what Community Action does.
Overall, the satisfaction indicators are positive, with 99.8% of respondents indicating that they were treated courteously and 98.3% indicating that their privacy was respected. 98% of respondents indicated that their needs had been met. Additionally, the majority of respondents (85%) believe that the agency is helping to improve the conditions in which low-income individuals live.
For more information about the customer satisfaction survey, please contact Dawn Cole at 315.782.4900, extension 250.