5.3
Client satisfaction with the quality of support
Key findings for client satisfaction:
Clients were highly satisfied with all aspects of the support process.
The program provided a high quality response to housing assistance needs that clients
considered professional and timely.
In assessing satisfaction with the program clients, were asked to rate their overall satisfaction with the process
of support against the statements listed in table 3. Satisfaction for each indicator was measured on a scale of 0
to 10 where 0 equals strongly disagree and 10 equals strongly agree. The table shows the median satisfaction
scores for each statement. Clients rated their experience of the support process and capacity of the program
to resolve their needs very highly. The first four statements in the table have a median score of 10 indicating
that those who were interviewed were extremely positive about their experiences. It should be noted that this
is a small sample and clients who agreed to be interviewed could be those most highly engaged with the
service and therefore more likely to rate their experience positively. There was slightly more variation in the
responses to the last two statements “The support staff are knowledgeable about the services in the local
area” and “the support staff have an in-depth knowledge of private rental housing in the area”, although the
respective median scores of 8.5 and 9 are still very high.
Table 3. Median client satisfaction with the support process & knowledge of the housing market1
Median
score
Generally speaking I am satisfied with the support I have received
The support staff are always polite and respectful
The support staff respond quickly to my housing needs
The amount of support provided is enough to meet my current housing needs
The support staff are knowledgeable about the services in the local area
The support staff have an in-depth knowledge of private rental housing in the area
1. The median refers to middle score of the distribution of responses.
Qualitative responses associated with each
statement indicated that clients generally received
the right amount of support ‘they needed at the
time’ of their housing crisis. Many commented on
the timeliness of this support as being the most
critical aspect of their satisfaction, particularly
given the urgency of their housing needs. Being
able to call upon the service at any time needed
was also highly valued.
10
10
10
10
8.5
9
They made the process smoother. It felt
good to have the support and that there
was someone to talk to was a help in itself.
The main source of support was financial.
Every time I found a place I could ring [case
manager] and she would provide a
reference [Client interview].
When I ha