№ files_lp_3_process_9_68257
Internal organizational memorandum presenting statistical results and selected respondent comments from a semi-annual consumer satisfaction survey conducted by the Office of Clients’ Rights Advocacy for the Disability Rights California Board of Directors covering July to December 2016.
Organization: Disability Rights California
Office: Office of Clients’ Rights Advocacy (OCRA)
Document Type: Internal memorandum
Author: Katie Hornberger, Director
Recipient: Board of Directors, Disability Rights California
Date: December 1, 2016
Reporting Period: July 1, 2016 – December 31, 2016
Subject: Consumer Satisfaction Survey Results
Total Surveys Mailed: 790
Total Surveys Returned: 170
Response Rate: 22 percent
Survey Methodology: Every fourth service request selected from the case management system; survey distributed by mail with self-addressed stamped envelope
Key Findings: 96 percent felt treated well by staff; 90 percent reported calls returned within two days; 94 percent understood information received; 96 percent felt listened to; 88 percent felt helped with their question or problem; 94 percent would seek assistance again
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