Client Satisfaction and Voice of Participant Survey

Collects participant ratings of services, accessibility, dignity, and recommended improvements. Used by program managers for continuous quality improvement and funder reporting.

Overall Program Experience

• Overall, how satisfied are you with the services you received from this program?
  1 = Very dissatisfied, 5 = Very satisfied
• The services I received met my needs.
  1 = Strongly disagree, 5 = Strongly agree
• I would recommend this program to someone else who needs similar support.
  1 = Strongly disagree, 5 = Strongly agree (eNPS-style intent indicator)
• If you rated your overall satisfaction 3 or below, please tell us more about your experience.
  Your honest feedback helps us improve. All responses are anonymous.

Service Quality and Effectiveness

• The services I received were helpful in addressing my situation.
  1 = Strongly disagree, 5 = Strongly agree
• Staff explained my options and what to expect in a way I could understand.
  1 = Strongly disagree, 5 = Strongly agree
• I received services in a timely manner.
  1 = Strongly disagree, 5 = Strongly agree
• I was connected to other resources or referrals I needed.
  1 = Strongly disagree, 5 = Strongly agree. Select N/A if referrals were not part of your services.
• What, if anything, could we do to make our services more helpful or effective?
  Please share any specific suggestions.

Dignity, Respect, and Psychological Safety

• Staff treated me with dignity and respect at all times.
  1 = Strongly disagree, 5 = Strongly agree
• I felt safe and comfortable when using this program's services.
  1 = Strongly disagree, 5 = Strongly agree
• My privacy and confidentiality were respected.
  1 = Strongly disagree, 5 = Strongly agree
• I felt free to ask questions or raise concerns without fear of negative consequences.
  1 = Strongly disagree, 5 = Strongly agree (psychological safety indicator)
• If you rated any item in this section 3 or below, please share what happened so we can address it.
  Your feedback is anonymous and will be reviewed by program leadership.

Accessibility and Barriers

• It was easy to access the services I needed (location, hours, transportation, etc.).
  1 = Strongly disagree, 5 = Strongly agree
• Services were available in my preferred language or communication format.
  1 = Strongly disagree, 5 = Strongly agree
• Which of the following barriers, if any, made it harder to access services? (Select all that apply)
  Options: Transportation, Hours of operation, Language or communication needs, Childcare, Disability or physical access, Cost or fees, Wait time, I did not experience barriers, Other
• Please describe any accessibility barrier not listed above, or tell us how we could remove the barriers you selected.
  Specific details help us make targeted improvements.

Participant Voice and Recommended Improvements

• I had opportunities to provide input into how services are delivered.
  1 = Strongly disagree, 5 = Strongly agree
• What is the single most important change this program could make to better serve participants like you?
  This is your chance to speak directly to program leadership. All responses are anonymous.
• What is working well that you would like us to continue or expand?
  We want to protect and build on what's already making a difference.
• Is there anything else you would like us to know about your experience with this program?
  Any additional thoughts, concerns, or feedback are welcome.

Optional Demographics (for Equity Reporting)

• How long have you been receiving services from this program?
  Options: Less than 1 month, 1–3 months, 4–6 months, 7–12 months, More than 1 year, Prefer not to say
• How did you first hear about this program?
  Options: Referral from another agency, Word of mouth, Social media or website, Flyer or outreach event, Self-referred, Other
• Do you identify as a member of any of the following groups? (Optional — helps us ensure equitable service delivery)
  Options: Person of color, Person with a disability, LGBTQ+, Veteran or military-connected, Immigrant or refugee, Youth (under 24), Older adult (60+), Prefer not to say. Demographic data is collected in aggregate only and cannot be linked to individual responses.