STAKEHOLDER SATISFACTION SURVEY ANALYSIS
DECEMBER 2010
The House of Hope and Stepping Stones strive to obtain meaningful input from our stakeholders. This input process engages all parties in a sense of shared future that promotes long-term organizational excellence and optimal outcomes. Our organizations focus is to solicit, collect, analyze and use input from all stakeholders to create services that meet or exceed the expectations of the persons served, the community, and other stakeholders.
The House of Hope and Stepping Stones recognizes that the satisfaction of our Stakeholders is critical to the success of the organization and retention of funding and referrals are vital for the person’s served and the continued good business practices of the organization. Therefore, we strive to obtain meaningful input from all Stakeholders Input is defined in a very broad sense and includes Stakeholder satisfaction surveys, periodic Stakeholder meetings, regularly scheduled monitoring visits, and dialogues with person’s served by consumer advocates. All areas of input are analyzed to determine areas of improvement and training needs.
One of the many mechanisms utilized to solicit, collect and discuss information from stakeholders is the Stakeholder Satisfaction Survey and annual Luncheon. Input is requested and collected from our funding sources, referral sources, other providers, collaborators, affiliates, community stakeholders, and our Board of Trustees to help determine their expectations and preferences and to better understand how HOH / SS is performing from their perspective. Surveying these stakeholders for their perception of services is one important means for assessing the quality of services.
Due to ongoing funding cuts and overall economic climate, it was again determined that the Stakeholder luncheon was not feasible for this year.
HOUSE OF HOPE / STEPPING STONES (HOH/SS)
Over the past five (5) years we have averaged between 48-50% response rate to our Stakeholder Surveys. Each year we review our process in the hope that our input process would engage all parties in a sense of shared future, thereby promoting long-term organizational excellence and optimal outcomes.
In an attempt to increase our response rate, we created two Stakeholder Satisfaction Surveys. The Full Survey with 18 questions was provided to Community Stakeholder/Funder/Board of Trustee, and the Shortened Survey with 5 questions was provided for Referral source/Collaboration/Affiliate. Additionally, these surveys were changed from a lickert scale to yes or no options.
Of the 32 surveys sent via email, 16 were completed representing a 50% response. The following recaps these responses.
FULL SURVEY RESULTS
Of the 15 surveys sent, 10 (67%) were completed. Of the 10 completed, 9 (90%) were very familiar with and have regular contact with House of Hope/Stepping Stones, 1 (10%) was familiar with one or more specific services but not familiar with the organization as a whole and 0 (0%) were unfamiliar and have little contact with the organization or knowledge of services
Primary relationship to HOH/SS
3 (30%) Funder
7 (70%) Board of Trustee
Of the full surveys completed, overall satisfaction with HOH/SS reflects 100% agreement. This is an outstanding overall response, confirmed by the comments provided and few constructive criticisms noted.
SHORT SURVEY RESULTS
Of the 17 surveys sent, 6 (35%) were completed.
Primary relationship to HOH/SS
3 (50%) Public Defender Office
3 (50%) Judges
Of the short surveys completed, overall satisfaction with HOH/SS reflects 100% agreement. This is an outstanding overall response, confirmed by the comments provided and few constructive criticisms noted.
Of concern remains the low 50% response rate to the survey. Although by industry standard this is an excellent response rate to satisfaction surveys, we will still strive to increase this percentage.
Stakeholder Comments
In reviewing the Stakeholder comments, they appear to reflect the percentage ratings of the survey questions. It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational Advocacy issues that can be addressed.
SUMMARY
The purpose of this Satisfaction Survey is to determine the expectations and preferences of other providers, the organization’s Referral Source/Collaboration/Affiliate, and Community Stakeholder/Funder/Board of Trustees. The information is collected to better understand how we are performing, to determine if we are meeting their current and future needs. The results of the Satisfaction Survey will be distributed to all Stakeholders from the original query.
This Analysis has acknowledged the high level of stakeholder satisfaction, and in an effort to continually strive to improve, addressed the low response rate to the surveys distributed.
It is recommended that the Stakeholder Satisfaction Survey Results be posted for all staff and person’s served to review and the Results and this Analysis be presented to the Board of Trustees at the next meeting to address the use for Strategic Planning and Resource Planning. It is also recommended the Program Directors are allocated time at the next Board of Trustees meeting to review the comments received. Determinations will be reported in the Board of Trustee meeting minutes.