Item2-2024 Neighborhood Services Customer Satisfaction Survey — original pdf

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2024 Neighborhood Services Customer Satisfaction Survey Why Survey of customer satisfaction is required • Used our Oasis data – all clients receiving in person food assistance, home delivery food assistance, notary services, summer fans, clothing, baby supplies (e.g. car seats, formula), holiday events (e.g. Juneteenth, Thanksgiving) • Didn’t explicitly include rent or utility assistance customers although most also get a food assistance due to technology limitations • Used the same six questions as 2023 so we can see trend lines How • Used Oasis Insight Broadcast function to send text to 6,739 households served since January 1 2024 • 241 or 3.5% responded almost all on mobile device • Sent text message in both English & Spanish • 23% of responses came on Spanish survey • We had a 62% abandonment rate (people who started but didn’t complete 7 question survey) What do you remember getting at a neighborhood Center? Clients say.. • 28% of people reported receiving food pantry • 19% reported receiving Fresh Food For Families • 15% reported receiving Market Days • 12% reported receiving HOPE (pantry staples for seniors 60+) • 8% weren’t sure what services they got • 89% of people responding said they were very satisfied or satisfied with the overall quality of services How happy with overall quality of services? Very Unsatisfied, 4, 2% Insatisfecho, 1, 0% Unsatisfied, 5, 2% Didn't Answer, 26, 11% Muy satisfecho, 39, 16% Neutral , 12, 5% Satisfied, 36, 15% Satisfecho, 9, 4% Very Satisfied, 109, 45% Disagree 1% En desacuerdo 0% Muy en desacuerdo 0% Strongly Disagree 3% No estoy seguro (a) 1% Not Sure 6% Totalmente de acuerdo 19% Agree 11% De acuerdo 4% In total 90% of respondents felt staff cared for them and listened to their needs 71% felt strongly that staff cared about them and listened to their needs - 77% of Spanish responses - 69% of English responses Did staff care about and listen to your needs? Strongly Agree 55% Getting Services was easy 3% 3% 3% 18% 73% Strongly Disagree Disagree Not Sure Agree Strongly Agree Services were easy to find 91% of respondents agreed or strongly agreed 2% 2% 5% 20% 71% Strongly Disagree Disagree Not Sure Agree Strongly Agree I would recommend a friend or relative get help at a Neighborhood Center Strongly Disagree, 9, 4% Disagree, 2, 1% Not Sure, 10, 4% 91% would recommend -Spanish respondents all said they would recommend Centers Agree, 34, 14% Strongly Agree, 190, 77%