Satisfaction surveys
Satisfaction surveys
2024 client satisfaction survey
From 6 June to 30 June 2024, PublicVoice contacted clients by telephone to ask for their feedback on a variety of topics.
531 random clients were contacted. The final sample size was 400 participants.
The survey measures our performance and veterans’ satisfaction. This information helps us to report on whether we are meeting our target of 90 percent satisfaction with case management and Veterans' Independence Programme services. It also measures veterans’ awareness and knowledge of the Code of Veterans’ and Other Claimants’ Rights and their general satisfaction with Veterans’ Affairs.
Results of the survey
Overall, the results are positive:
- 97% of veterans were satisfied with the service they received from Veterans’ Affairs (up 2% from the previous period).
- 95% were satisfied with their case managers' ability to listen to and address their concerns (up 2% from the previous period).
The survey shows some areas that we still need to work on:
- 69% were satisfied with the application processing time.
- 82% were satisfied with how they were kept up to date with the status of their application and the time it took to process the application (up 15% from the previous period).
- 90% were satisfied with the ease of being able to contact their case manager (up 4% from the previous period).
Read the Client Satisfaction Survey 2024 [PDF, 1 MB]
How would you rate your overall satisfaction with the service from VA:
Previous surveys
Overall, the results are positive:
- 95% of veterans were satisfied with the services they receive from Veterans’ Affairs
- 93% were satisfied with their case managers' ability to listen to and address their concerns.
The survey shows some areas that we do need to work on:
- 67% were satisfied with how they were kept up to date with the status of their application, and the time it took to process the application
- 86% were satisfied with the ease of being able to contact their case manager.
Client satisfaction
The results of the client satisfaction survey conducted over the period 1 February to 1 May 2021, show that our clients in the main are very positive, with 97 percent of veterans who were contacted satisfied with the services they receive from Veterans’ Affairs and 94 percent satisfied with their case managers ability to listen to and address their concerns.
The survey shows that we do need to work on and improve some areas of our communication to ensure that our clients fully understand the services and supports that are available to them.
Client Satisfaction Survey 2021 [PDF, 517 KB]
Application satisfaction
The applications satisfaction survey helps us to set a benchmark for the improvements were are making in terms of our Better Services for Veterans project.
The survey was conducted from 28 April to 25 June 2021.
The results showed that 87 percent of respondents were satisfied with how we kept them up to date with the status of their application but we have noted in the feedback from respondents that we do need to improve how we communicate about the application process.
Applications Satisfaction Survey 2021 [PDF, 282 KB]
Australian satisfaction
The survey of New Zealand veterans living in Australia helped us to see if there are any issues that are different about the general satisfaction with our services based on their location.
The survey was conducted from 26 May to 16 June 2021.
Results confirmed that 90 percent of respondents were satisfied with the services they receive from us.
We have conducted two surveys to better understand our clients and learn what we can do to improve:
Annual client satisfaction survey
The results of our annual client satisfaction survey show that clients are in the main very positive about their services from Veterans’ Affairs. Over 90% of respondents said that they were happy with their case manager’s ability to listen and address their concerns, their interactions with their case manager, and the ease of being able to contact their case managers.
“They have been very helpful and always called me back to confirm any queries that I require.”
Over 85% of veterans were satisfied with VA’s ability to resolve their queries and rated highly the services that they receive from the Veterans’ Independence Programme. Overall, 95% of our clients are satisfied with the service that they receive from us. “First Class service, good communication with case manager when required.”
What we need to work on
The survey shows that only 35% of respondents were aware of the Code of Veterans’ and Other Claimants’ Rights. The Code explains people’s right to complain about treatment or services that they have received from Veterans’ Affairs. Our aim over the next year is to make sure clients are aware of their rights under the Code, and how to let us know if they feel these have been breached.
Read the Annual client satisfaction survey [PDF, 792 KB]
Rehabilitation programme survey
The Veterans’ Affairs rehabilitation strategy was launched in 2018 and focuses on rehabilitation that is designed to give practical support and assistance to veterans. The strategy has three guiding principles:
- The needs and views of veterans matter, and they need to be at the heart of what we do.
- The health and well-being of a veteran’s family, or wider whanau, matter.
- The full range of a veteran’s needs – physical, psychological, spiritual and cultural – should be recognised.
The rehabilitation programme survey shows that most clients overall are happy with the support that they receive. Over 70% of respondents reported feeling like an equal partner during the rehabilitation process, felt they could rely on the rehabilitation programme as a support network, thought the programme was simple to access and navigate, and trusted their service providers.
“My case manager understands what I am going through. They are not forcing me straight back to into work, but rather helping me get to a place where I am able to go back to work.”
65% of respondents felt more independent because of the programme and 79% of respondents reported feelings well supported by their case managers and rehabilitation advisors.
“I can tell them anything, whatever’s happening, they help me straight away or they point me in the right direction.”
What we need to work on
Just over 51% of respondents described feeling comprehensively supported by the rehabilitation programme. Our goal over the next year is to make sure that more of our programme clients feel this way.
