Item 2- 2026 Neighborhood Services Unit Customer Satisfaction Survey PPT — original pdf

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2026 General Customer Satisfaction Survey - Neighborhood Services Unit Why ◦ Customer Satisfaction Survey requested from all persons who get ◦ 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) ◦ Other Basic Needs services 2 HOW ◦ Text sent to 1,782 clients with phone number documented in Oasis Service Insights database ◦ Flyer shared with attendees at events at all Centers between July 1 and July 22 ◦ In-person response added due to decrease over time to texted messages 3 What ▪ 371 people responded ▪ 191 Spanish & 180 English speaking customers responded ▪ Responses came between July 1st and August 4th ▪ Respondents reported getting services from all Centers 4 What did you get at the Neighborhood Center (NC)? Count of Category Unsure HOPE (food for seniors 60+) Holiday assistance Food Assistance Food and other assistance 0 50 100 150 200 250 300 5 Not Sure, 2, 0% Strongly Disagree, 6, 2% Agree, 40, 11% Strongly Agree, 323, 87% When asked if “I was happy with the quality of services” 98% agreed or strongly agreed 6 Strongly Disagree, 4, 1% Disagree, 1, 0% Not Sure, 2, 1% Agree, 36, 10% Strongly Agree, 329, 88% Would you recommend a friend or relative get help at Neighborhood Centers ? 98% agreed 7 Strongly Disagree, 6, 2% Disagree, 1, 0% Not Sure, 3, 1% Agree, 36, 10% Strongly Agree, 314, 87% GETTING SERVICES WAS EASY? 97% agreed 8 NC Staff were polite and helpful? Strongly Disagree, 6, 2% Disagree, 1, 0% Not Sure, 0, 0% Agree, 35, 9% Strongly Agree, 329, 89% 98% agreed 9 TRENDS ◦ Reported Satisfaction Overall rising ◦ 2023 – 86% ◦ 2024- 89% ◦ 2025 – 90% ◦ 2026 – 98% ◦ Increased responses with in-person option & fewer questions ◦ 2025 – 235 responses ◦ 2026 – 371 responses 10 11 Thank You! “The dispossessed of this nation — the poor……live in a cruelly unjust society. They must organize a revolution against the injustice, not against the lives of the persons who are their fellow citizens, but against the structures through which the society is refusing to take means which have been called for, and which are at hand, to lift the load of poverty…There are millions of poor people in this country who have very little, or even nothing, to lose. If they can be helped to take action together, they will do so with a freedom and a power that will be a new and unsettling force in our complacent national life…” Rev. Dr. Martin Luther King, Jr. 12