Our Care and Support customer satisfaction survey results are in!

During November 2024 our Care and Support customer satisfaction survey was issued to all customers within the Care and Support Directorate.

With a total of 811 surveys completed and returned, the overall response rate in 2024 improved with 70.3% of surveys returned compared with 62.6% in 2023.

Overall satisfaction levels improved within Care and Support when compared to the previous year with 95.3% of customers being very satisfied or satisfied in 2024 compared with 93.9% in 2023.

Highest levels of satisfaction were recorded in the following:

• Treating you with dignity and respect – 97.8% (improving from 95.2% in 2023)

• Treating you as an individual – 97% (improving from 95.2% in 2023)

• Supporting you to be as independent as possible – 95.5% (improving from 93.9% in 2023)

Treating you with dignity and respect, has been the highest scoring area for the last nine consecutive years.

There has been an improvement in the scoring for how likely customers are to recommend the service, with the average now being 9.3/10 up from 9.04 in 2023.

Our Director of Quality and Compliance Alex Hicken said: “We’re really pleased with the results from this years’ Care and Support customer satisfaction survey.

“As part of our Simpler, Stronger, Better strategy, we are committed to improving our customer offer and obtaining the views of our customers is an essential part of this. We use customer feedback to develop our service offer and make improvements as identified.

“Each of our care and support services will be provided with an action plan template and results poster to share with our customers. Our Care and Support Teams will be asked to use these recent survey results to prioritise improvements at service level.

“It is a credit to our frontline teams that these levels of satisfaction continue to be achieved and underpin our GSA Way commitment that our customer is everything.”