Community Development CommissionJuly 8, 2025

Item 4-2025 Neighborhood Services Customer Satisfaction Survey — original pdf

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2025 General Customer Satisfaction Survey Why ◦ Required Customer Satisfaction Survey sent to all clients with a phone number who got in person services ◦ Notary services ◦ Food assistance (Market, food pantry, Fresh Food For Families, HOPE) ◦ Baby supplies (cribs, car seat installation, formula, clothing, etc.) ◦ Household supplies (cleaning and household supplies, clothing, tents, etc.) ◦ Summer fans in partnership with Family Eldercare Summer Fan drive ◦ Holiday events (Juneteenth, Thanksgiving) ◦ Doesn’t explicitly include rent & utility clients but most of these clients also get an in-person service HOW ◦ Text sent to clients with phone number documented in Oasis Service Insights database ◦ 235 responses ◦ all but 2 from mobile devices ◦ Sent text message in Spanish and separately in English with link to survey ◦ 27% responded in Spanish What did you get at the Neighborhood Center (NC)? Holiday event and food assistance Market and other food Assistance Unsure/ no me acuerdo HOPE (food for seniors 60+)&… Holiday Assistance Food Assistance Clothing and Food Assistance 6 5 36 19 18 20 116 Baby supplies 15 20 0 40 60 80 100 120 140 Very Unsatisfied, 5, 3% Unsatisfied , 3, 1% Neutral, 12, 6% Satisfied, 49, 25% Very Satisfied, 130, 65% How Happy were you with the overall Quality of the Services? 90% satisfied or very satisfied Would you recommend a friend or relative get help at Neighborhood Centers (NC)? 87% would Strongly Disagree, 11, 4% Disagree, 11, 5% Not Sure, 10, 4% Agree, 47, 19% Strongly Agree, 165, 68% Do you agree services at Neighborhood Centers were easy to find? Strongly Disagree, 8, 3% Disagree, 5, 2% Not Sure, 14, 6% Strongly Agree, 152, 65% Agree, 56, 24% Disagree, 5, 2% Strongly Disagree, 11, 5% Not Sure, 12, 5% Agree, 57, 24% Strongly Agree, 150, 64% NC Staff cared about and listened to my needs? 88% agreed or strongly agreed NC staff did Disagree, 9, 4% Strongly Disagree, 12, 5% Not Sure, 12, 5% Strongly Agree, 149, 63% Agree, 53, 23% 86% agreed GETTING SERVICES WAS EASY? TRENDS ◦ 3 years of Same Survey text ◦ Reported Satisfaction Overall rising ◦ 2023 – 86% ◦ 2024- 89% ◦ 2025 – 90% ◦ Abandonment rate increasing (how many people start the survey but don’t finish it) ◦ 2023- 42% ◦ 2024 – 62% ◦ 2025 – 72% 2026 Survey Goals ◦ Increase client participation & response by: ◦ Adding QR codes shared at in-person events for immediate reaction ◦ Reduce number of questions on survey to make it easier to take ◦ Responses across questions appear consistent (86%-90% satisfied or very satisfied). Fewer questions may encourage more people to complete survey ◦ Text language updated to assure people responses are anonymous & private. People may have thought survey was spam -Actual text sent to clients this year Thank You! "Ours is not the task of fixing the entire world all at once, but of stretching out to mend the part of the world that is within our reach. Any small, calm thing that one soul can do to help another soul, to assist some portion of this poor suffering world, will help immensely." Clarissa Pinkola Estes