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Rhianna R. Andrews, MSW, Whitney L. Benakis MSW, Anissa T. Cox, MED Association University Center of Disabilities, University of Missouri, Columbia, MO.

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Presentation on theme: "Rhianna R. Andrews, MSW, Whitney L. Benakis MSW, Anissa T. Cox, MED Association University Center of Disabilities, University of Missouri, Columbia, MO."— Presentation transcript:

1 Rhianna R. Andrews, MSW, Whitney L. Benakis MSW, Anissa T. Cox, MED Association University Center of Disabilities, University of Missouri, Columbia, MO Introduction Several studies report on the importance of surveys in different fields of work and how they are used to get effective feedback from the consumer. However, there is limited research in strategies on administering surveys in order to enhance consumer response rates of surveys. Our goal for our leadership project is to revise past customer satisfaction surveys that have been used for the TIPS for Kids clinic families in order to enhance survey responses. In order to do this, a literature review of techniques used to administer surveys, the best time to give the survey, and how the survey should be given to clients is conducted in order to find the most beneficial strategy to administer the client satisfaction survey for families to enhance response rates. A sample survey was sent to obtain feedback by families in the community with children with special needs. Their responses were incorporated into the final client satisfaction survey.. TIPS 4 KIDS CLIENT SATISFACTION SURVEY: Enhancing Survey Results Target Audience Demographics Revised Client Satisfaction Survey TIPS for Kids Clinic Family Satisfaction Evaluation Date: Parent/Guardian: We are interested in your satisfaction of our team’s services provided to you during your recent visit to the TIPS for Kids clinic. 1. What were your expectations for the TIPS for Kids clinic? 2. Were these expectations met at your recent visit? If no, please explain. Please rate your satisfaction regarding the following issues. Circle the number that best indicates your answer. 3. How satisfied were you with the services provided to you and your child during clinic? Highly satisfied Satisfied Neutral Dissatisfied Strongly dissatisfied 4. How satisfied were you with the amount of time spent with you and your child during clinic? Highly satisfied Satisfied Neutral Dissatisfied Strongly dissatisfied 5.How satisfied were you with the explanation of available resources that was provided? Highly satisfied Satisfied Neutral Dissatisfied Strongly dissatisfied 6. Did you feel the staff was sensitive to you and your child’s needs? YESNO 7. Do you feel that you have been provided with adequate information to assist in meeting your child’s needs? YES NO 8. Would you recommend TIPS for Kids Clinic to others? YES NO 9. Do you have any recommendations for improving the quality of the TIPS for Kids clinic? Literature Review The literature review suggested several different techniques in enhancing client satisfaction survey results. The following are key points highlighted from the literature review. Self-completion or interviewer administration shows no significance over each other in enhancing response rates ( (McColl, Jacoby, Thomas, Soutter, Bamford, et.al, 2001). General questions should be placed before specific questions ( Miller, 1998) The questionnaire appearance needs to be consistent, easy to read and comprehend, and not distracting to the reader (McColl, Jacoby, Thomas, Soutter, Bamford, et.al, 2001). The survey needs to have relevance and interest to the respondent (McColl, Jacoby, Thomas, Soutter, Bamford, et.al, 2001). Having personal contact with the respondent and reminding them they will receive a survey will enhance response rates ( McColl, Jacoby, Thomas, Soutter, Bamford, et.al, 2001). The right time to administer is when the survey is fresh on their mind and after determining if they got what they expected from the clinic, after the feedback session. (Dillman, Phelps, Tortora, Swift, Kohrell, et.al, 2008). Conclusion Given the literature review results and family feedback, the final survey consists of Likert Scale, Yes/No and open ended questions. Questions are relevant to their experience with the clinic as well as their expectations. The survey is to be sent to TIPS for Kids clinic families following the feedback session through the parent’s option of , telephone, or postal mail.. Future TIPS for Kids Trainees will utilize this survey to ensure satisfaction from families. Given the new format, questions and time of administering the survey; response rates should increase from previous years. Survey Completion in Recent Years


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