Client Satisfaction Survey
Evaluation and Collaborative Research Initiatives - Client Satisfaction Survey
The Consumer Satisfaction Survey (CSS) is an important tool for attaining feedback from a youth and/or parent perspective as to how EMYS fares in various capacities. The CSS survey was conducted from February 2008 to February 2009 with clients whose services ended between January and December 2008. Clients were invited to provide their opinions about EMYS services via telephone or using an online version of the survey, and asked for permission to anonymously share their comments in a report.

The findings of this year’s report offer a very broad perspective as participation rates were extremely high this year due to increased efforts on the part of all staff to attain current contact information for their clients. In fact, the sample size was 214 whereas last year, it was only 68, which represents a major jump. Overall, the findings presented indicate that EMYS clients and /or parents have a very positive view of the agency overall and our programs.

When applicable, nearly all individuals who participated in this survey reported that their culture and religious beliefs were incorporated into treatment, and that clinical reports written at EMYS that were shared with them were done so in a clear and easy to understand manner. Furthermore, most respondents reported they were involved in decision-making and goal setting with regards to treatment or service, that from their first contact with EMYS they knew who was responsible for coordinating services provided, and that their rights to privacy and confidentiality were respected. When applicable, the follow up from treatment was also rated by most respondents as supportive and satisfactory. Similarly, most participants indicated that they would return to EMYS if they needed help again, and that they would recommend EMYS to a friend.

In addition, our staff members were described as “informative”, “supportive”, “encouraging”, “empathic”, “respectful”, “sincere”, “resourceful”, “committed”, and “professional”. Participants reported that the most helpful aspect about EMYS was this overall positive quality of the staff, followed by learning new skills, availability and flexibility of staff members, and the connection made to other services and resources (e.g., school, job placement). Respondents most frequently reported that nothing was unhelpful about EMYS. Similarly, majority of respondents indicated that there was nothing to recommend as EMYS was already doing the best they could. The most frequently reported recommendation was that EMYS receives more funding to offer the services in a wider area and to a wider population.

Collapsed across all programs, the most frequently reported new skill gained since coming to EMYS was communication, followed by conflict resolution, problem solving, and coping skills. Furthermore, the most frequently reported improvement area as a result of respondents’ involvement with EMYS was gaining a better understanding of one’s strengths and/or weaknesses, followed by improvement in family relationships, confidence and self-esteem, and emotional state (e.g., mood, anxiety).

Additionally, many participants expressed that they were pleased with EMYS services and grateful for the experience.

Click here to download the survey.