I am writing to let you know the results of the 2018 Client Satisfaction Survey results are being released today.
Please find attached the survey results in the form of:
- a two-page fact sheet showing a high-level summary of overall satisfaction, and
- the Results Summary report, a more detailed breakdown of all survey results.
While I am pleased to see overall satisfaction with the Department remains above 80 per cent, I acknowledge the overall rating is slightly lower than in previous years.
Early analysis shows that the overall drop in satisfaction is driven by a small decline in satisfaction for the 65+ client group (from 92 per cent to 89 per cent) which has a big effect due to the size of this group. This drop masks improved satisfaction ratings for the two younger cohorts (45-64 years and the under 45 years groups).
For clients aged 45-64 years satisfaction has improved from 69 per cent in 2016 to 72 per cent in 2018. Dissatisfaction amongst this group (45-64 years) has also improved, with 2018 results showing that approximately 9 per cent reported being dissatisfied as opposed to 14 per cent in 2016.
I’m also pleased to see a significant improvement in satisfaction among the Department’s contemporary cohort – up to 56 per cent from 49 per cent in 2016.
There has been a significant shift of satisfaction and dissatisfaction amongst DVA clients aged 45 years and under. The 2018 results show that satisfaction in clients under 45 years is up from 49 per cent in 2016 to 56 per cent in 2018, while dissatisfaction has almost halved, from 31 per cent in 2016 to approximately 15 per cent in 2018.
We know we need to continue to improve to better meet the needs of veterans and their families.
Feedback is a vital indicator to the success of our transformation journey, as we continue collaborating with our clients, and yourselves, to keep you at the centre of everything we do.
You can obtain a full copy of the survey results at www.dva.gov.au/survey.
The DVA Client Satisfaction Survey team is happy to answer any questions about the survey and the results, as well as receive any feedback you may have on the survey, at Client.Survey@dva.gov.au.
I encourage you to distribute this information to your members.
|Liz Cosson AM CSC
Department of Veterans’ Affairs