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Satisfaction survey

Stakeholder engagement is critical to our success in delivering our services and communicating change. We remain committed to work closely with all key internal and external stakeholders. The objectives of the survey are to measure stakeholder satisfaction and to identify improvements in engagement with stakeholders and service delivery.

2015 Stakeholder Satisfaction survey – Highlight report

The Department of Communities, Child Safety and Disability Services (DCCSDS) Stakeholder Satisfaction Survey was conducted to measure stakeholder satisfaction and to identify areas of success and potential improvement in engagement with stakeholders and service delivery.

A total of 621 responses from the 1,395 stakeholders surveyed were received (a 44.5% response rate). The survey requested information on stakeholder’s roles, level of engagement with DCCSDS, an overall satisfaction rating and ratings of satisfaction across a series of 24 measures which were combined into five key dimensions.  As is common to most surveys, the number of responses across each question varies, with 388 complete survey responses received which linked both role and satisfaction responses.

Both Government and non-Government stakeholders were surveyed.  Non-Government stakeholders feature as the largest proportion of the surveys fully completed (73%).

Overall satisfaction

The overall rate of stakeholder satisfaction in their engagement with the department is 82%. This is an increase of four per cent from the 2014 survey in which the overall satisfaction rate was 78%.

Overall satisfaction of government and non-government (NGO) stakeholder

No major difference between government (81%) and NGO stakeholders was observed (82%).  This suggests government and NGO sectors received similar levels of service from the department and that all dimensions are equally important to both government and non-government stakeholders.  The result of NGO’s satisfaction will be reported as part of the department’s Service Delivery Statement and Social Investment Blueprint report card.  The result meets the target of 80% or greater.

Satisfaction by dimension

In comparison to the results of the 2014 satisfaction survey a majority of positive trends across the five dimensions are evident. Although changes across dimensions are small, satisfaction is recorded as generally increasing in 2015 (Table 1). 

 

Dimension Description 2014 2015 Diff.
Vision and Planning Focus 79% 80% more than 1%
Program and Investment Focus 77% 80% more than 3%
Our Interaction With You 76% 79% more than 3%
Quality of Departmental Services and Products 80% 80%  
Collaboration 81% 79% less than 2%

 

Stakeholder satisfaction by government and non-government organisations shows only small variations across dimensions (Figure 1) with the overall results being within one and three per cent of each other.

Figure 1: Satisfaction by dimension across Government and NGO stakeholders

 

Government Vision
81% Satisfied, Somewhat satisfied & Ok
19% Dissatisfied, Somewhat dissatisfied

NGO Vision
79% Satisfied, Somewhat satisfied & Ok
21% Dissatisfied, Somewhat dissatisfied

Government Program
79% Satisfied, Somewhat satisfied & Ok
21% Dissatisfied, Somewhat dissatisfied

NGO Program
80% Satisfied, Somewhat satisfied & Ok
20% Dissatisfied, Somewhat dissatisfied

Government Interaction
77% Satisfied, Somewhat satisfied & Ok
23% Dissatisfied, Somewhat dissatisfied 

NGO Interaction
79% Satisfied, Somewhat satisfied & Ok
21% Dissatisfied, Somewhat dissatisfied

Government Quality
78% Satisfied, Somewhat satisfied & Ok
22% Dissatisfied, Somewhat dissatisfied

NGO Quality
81% Satisfied, Somewhat satisfied & Ok
19% Dissatisfied, Somewhat dissatisfied 

Government Collaboration
80% Satisfied, Somewhat satisfied & Ok
20% Dissatisfied, Somewhat dissatisfied

NGO Collaboration
79% Satisfied, Somewhat satisfied & Ok
21% Dissatisfied, Somewhat dissatisfied

Notable improvements in satisfaction scores within dimensions

Satisfaction results across dimension sub-measures for the 2015 survey are similar to the results of the 2014 survey. 

[1] In the 2014 survey “satisfied” was recorded for responses rated as being Very Satisfied, Satisfied and Neither satisfied nor dissatisfied

[1] In the 2015 survey “satisfied” was recorded for responses rated as being Satisfied, Somewhat satisfied and OK

There are a number of sub-measures results in the current survey that had notable (above five percentage points) improvements comparative to those recorded in last year’s survey (Table 2).

 

Dimension Description 2014 2015 Diff.

Vision and Planning Focus

  • Whole of department / state / national perspective
77% 82% more than 5%

Program and Investment Focus

  • Financial planning / management
73% 81% more than 8%

Our Interaction With You

  • The effectiveness of departmental interaction
72% 78% more than 6%

 

Drivers of these improvements, as noted through stakeholder’s feedback, may relate to comments such as:

  • “Actively shared where possible information that helped to build a shared agenda”
  • “Informed our organisation about changes in policies and program initiatives.”
  • “Negotiating and problem-solving together to find appropriate placements for children and young people.”

Notable declines in satisfaction scores within dimensions

Only one dimension, Dimension 5: Collaboration, experienced a decline in satisfaction results between 2014 and 2015.  This dimension showed an overall satisfaction decline of two per cent from the previous year (refer to Table 1 above).  The most notable changes within the dimensions sub-measures and the “drivers” of the decline were (Table 3):

Table 3: Notable declines across dimensions

Dimension Description 2014 2015 Diff.
 Collaboration
  • Whole of government activities to support service delivery
 82%  71%  less than 11%
  •  Providing opportunities for your organisation to contribute to collaboration
 82% 77%  less than 5% 

 

Stakeholders provided comments as part of their qualitative feedback for:

  • “Stronger partnerships”
  • “Strong(er) client focus”
  • “Enhanced service delivery”

Overall satisfaction levels by identified role

Staff nominating as being in front-line roles (n =70) reported a satisfaction rate of 77%.  This result is five per cent lower than stakeholders in executive management (83%, n = 102), and senior management roles (83%, n = 206)). Qualitative responses from stakeholders indicate in their comments that results may be improved by:

  • “Better and more frequent communication with stakeholders about new initiatives”
  • “A better understanding of what we actually do”

The overall satisfaction result from those identifying as being in administrative roles (90%) is the highest amongst the four role groupings however the small sample (n = 10) means this result must be used with greater caution.

Areas for improvement of future surveys

The most notable area of improvement for future surveys is to ensure survey respondents indicate both the service area within the department they predominately deal with and the region/location they operate. Respondents frequently nominated just one of these two demographic details which limited the ability to provide breakdowns by region and service stream.

Stakeholder engagement is a method of achieving positive outcomes for clients through the effective management and maintenance of relationships. The overall satisfaction result of 82%, a four per cent increase from the prior years’ survey, is a positive indicator of the department’s engagement with both its government and non-government stakeholders.

The department will continue to work to improve stakeholder engagement and use the results of this, and future satisfaction surveys to better align with service delivery.

Is your feedback

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