NYS Independent Living Council, Inc.

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Statewide Consumer Satisfaction Survey Report and Data

The New York State Independent Living Council (NYSILC) contracted with the Institute for Applied Research at SUNY Potsdam to conduct the 2006 New York State Independent Living Centers' Consumer Satisfaction Survey. The questionnaire provides space for consumers to include written comments. Questionnaires were sent to every individual who had "Consumer Service Records" (CSR's) during the second half of the 2005-2006 ILC Contract Year. Fifteen thousand two hundred and sixty (15,260) Consumer Satisfaction Surveys were distributed statewide. Two thousand and ninety-seven (2,097) questionnaires were completed and returned from around New York State. This is a survey return rate of thirteen point seven percent ( 13.7%) which is typical of mailed-out surveys.

The New York State Independent Living Council (NYSILC) contracted with the Institute for Applied Research at SUNY Potsdam to conduct the 2006 New York State Independent Living Centers' Consumer Satisfaction Survey. The questionnaire provides space for consumers to include written comments. Questionnaires were sent to every individual who had "Consumer Service Records" (CSR's) during the second half of the 2005-2006 ILC Contract Year. Fifteen thousand two hundred and sixty (15,260) Consumer Satisfaction Surveys were distributed statewide. Two thousand and ninety-seven (2,097) questionnaires were completed and returned from around New York State. This is a survey return rate of thirteen point seven percent ( 13.7%) which is typical of mailed-out surveys.

The goal is that eighty percent or more (³80%) of Consumers report being satisfied with the Independent Living services they received. The percent of satisfaction is calculated by adding the percent of respondents that indicate that they "Strongly Agree" to the percent of respondents who responded that they "Agree" for each of the seven satisfaction items. Blanks and responses of "I have no opinion" were excluded from these calculations. Statewide, satisfaction on all seven items ranges from 90% to 94%, easily exceeding the 80% goal. The overall results of the 2006 New York State Independent Living Centers' Consumer Satisfaction Survey were excellent. Of the thirty-eight centers or satellite offices included in the survey, thirty-three had approval rates of 80% of higher on each of the seven survey items. Five centers did not meet the 80% satisfaction goal. Two of the five are federally funded centers.

To determine if survey results are representative of all demographic groups, the demographic characteristics of respondents to the survey were compared to the demographic characteristics of the individuals with CSR's from the NYS Independent Living Center End of Year Report. Some variation between the two is expected as the CSR completion process and the survey process are very different. Although the characteristics reported by respondents to the survey vary slightly from the End of Year report, each group is adequately represented to determine satisfaction rates for each demographic group. Fifty (50) different demographic groups were checked for their level of satisfaction with Independent Living services. Forty-six (46) meet the 80% goal on all seven survey items. The four with less than 80% satisfaction on all seven survey items are consumers reporting:

AIDS/HIV 3 out of 7 at 80% or higher 67% to 86% satisfaction reported

Muscular Dystrophy 4 out of 7 at 80% or higher 76% to 92% satisfaction reported

Spinal Cord Injury 5 out of 7 at 80% or higher 79% to 88% satisfaction reported

Deaf/Blind 6 out of 7 at 80% or higher 69% to 100% satisfaction Reported

Confidence in the results of the ILC Satisfaction Survey depends upon a sound and consistent survey process and respondents who are representative of all ILC eligible consumers. Although the results of the survey statewide seem representative, there were several challenges and inconsistencies to the 2006 ILC Survey. These include:

1) Several centers had difficulty generating the list of eligible consumers from their databases, or with other basic technical tasks.

2) Everyone who should have received a survey did not get one. There were too many incorrect addresses. There are consumers who should have been sent a survey, but who did not get one because their names and addresses were not submitted by their ILC.

3) Some centers had so few responses that it is difficult to interpret their survey results.

Survey Overview and Results

The 2006 New York State Independent Living Centers' Consumer Satisfaction Survey was conducted by the Institute for Applied Research at SUNY Potsdam. Survey questionnaires contain seven (7) satisfaction questions and four (4) items requesting demographic characteristics. The questionnaire is printed in large print in both English and Spanish. Appropriate alternate format materials were also provided. The questionnaire format provides space for consumers to include written comments. Questionnaires were sent to every individual who had "Consumer Service Records" (CSR's) during the second half of the 2005-2006 ILC Contract Year. Fifteen thousand two hundred and sixty (15,260) Consumer Satisfaction Surveys were distributed statewide. Two thousand one hundred and fifty-seven (2,157) were undeliverable because the addresses were out of date or inaccurate. This represented a fourteen point one percent ( 14.1%) undeliverable rate for 2006. This is about the same as the rate for 2004 and double the seven percent (7.0%) undeliverable rate for 2002. A lower undeliverable rate is significantly better, and is much more efficient. Twenty (20) centers had fewer than ten percent (10%) returned by the US Post Office. Fifteen (15) centers had between ten percent (10%) and nineteen percent (19%) returned. Three (3) centers had twenty-two percent (22%) or more of their surveys returned. I suggest that undeliverable rates under ten percent (10%) are understandable and acceptable, rates between fifteen percent (15%) and twenty percent (20%) are problematic and rates over twenty percent (20%) make it very difficult to have confidence that the survey results are representative. See page 8 for a table of undeliverable rates by center.

Following is a description of results from the two thousand and ninety-seven (2,097) questionnaires that were completed and returned from around New York State. These yields an overall survey return rate of thirteen point seven percent ( 13.7%).

Note that responses from a few surveys received after the deadline were entered during the time analysis was conducted. This causes the total number of surveys reported to vary slightly in places, but does not change the results for any center or demographic characteristic significantly.

The satisfaction goal is that eighty percent or more (^³ 80%) of Consumers report being satisfied with the Independent Living services they received. The percent of satisfaction is calculated by adding the percent of respondents that indicate that they "Strongly Agree" to the percent of respondents who responded that they "Agree" for each of the seven satisfaction items. Blanks and responses of "I have no opinion" were excluded from these calculations. Statewide, satisfaction on all seven items ranges from 90% to 94%, easily exceeding the 80% goal.

Following is a listing of the Questionnaire items, and the responses for "All of New York State":

The first question was, "The staff helped me understand my choices and options." There were one thousand eight hundred eighty-six (1,886) valid responses. Of Consumers responding to the questionnaire, forty-five percent (45%) Strongly Agreed, forty-six percent (46%) Agreed, five percent (5%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-one percent (91%). This exceeds the 80% goal.

The second question was, "The staff encouraged me to make my own decisions." There were one thousand seven hundred eighty-seven (1,787) valid responses. Of Consumers responding to the questionnaire, forty-four percent (44%) Strongly Agreed, fifty percent (50%) Agreed, three percent (3%) Disagreed, and three percent (3%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-four percent (94%). This exceeds the 80% goal.

The third question was, "Overall, I was satisfied with the Center's staff." There were one thousand nine hundred three (1,903) valid responses. Of Consumers responding to the questionnaire, forty-nine percent (49%) Strongly Agreed, forty-two percent (42%) Agreed, five percent (5%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-one percent (91%). This exceeds the 80% goal.

The fourth question was, "I benefited from the information I received." There were one thousand eight hundred forty-seven (1,847) valid responses. Of Consumers responding to the questionnaire, forty-six percent (46%) Strongly Agreed, forty-four percent (44%) Agreed, six percent (6%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety percent (90%). This exceeds the 80% goal.

The fifth question was, "I benefited from the services I used." There were one thousand eight hundred fifty-one (1,851) valid responses. Of Consumers responding to the questionnaire, forty-nine percent (49%) Strongly Agreed, forty-one percent (41%) Agreed, five percent (5%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-one percent (91%). This exceeds the 80% goal.

The sixth question was, "I would recommend the Center to others." There were one thousand nine hundred twenty-one (1,921) valid responses. Of Consumers responding to the questionnaire, fifty-seven percent (57%) Strongly Agreed, thirty-six percent (36%) Agreed, two percent (2%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-three (93%). This exceeds the 80% goal.

The seventh question was, "Overall, I was satisfied with the Center." There were one thousand nine hundred twenty-four (1,924) valid responses. Of Consumers responding to the questionnaire, fifty-one percent (51%) Strongly Agreed, forty percent (40%) Agreed, four percent (4%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-one percent (91%). This exceeds the 80% goal.

Seven (7) out of the seven (7) Survey items were at or above the 80% goal.

The New York State Independent Living Centers' Consumer Satisfaction Survey contained four items about the demographic characteristic of each respondent. These areas and codes match the required demographic characteristics reported for every consumer of IL services (CSR). The first three characteristics are: Gender, Age Group, and Ethnic Group. One response is allowed for each of these. The fourth demographic item is Disability. Twenty-eight different responses are available and one or more responses can be indicated. Following is a description of results from the questionnaires that were returned.

The demographic profile for "All of New York State " is as follows:

Gender:

Of the two thousand ninety-seven (2,097) responses, forty percent (40%) were Male, fifty-eight percent (58%) were Female, and two percent (2%) were No Response.

Age Group:

Of the two thousand ninety-seven (2,097) responses, two percent (2%) were Under Six Years Old, seven percent (7%) were Six to Seventeen Years Old, four percent (4%) were Eighteen to Twenty-two Years Old, fifty-four percent (54%) were Twenty-three to Fifty-four Years Old, thirty-two percent (32%) were Fifty-five Years and Older, and two percent (2%) were No Response.

Ethnicity:

Of the two thousand ninety-seven (2,097) responses, seventy-one percent (71%) were White, thirteen percent (13%) were Black non-Hispanic, seven percent (7%) were Hispanic, two percent (2%) were American Indian, one percent (1%) were Asian/Pacific Islander, three percent (3%) were Multi-ethnic, three percent (3%) were No Response.

Disability:

The two thousand ninety-seven (2,097) Surveys included four thousand seven hundred sixty-five (4,765) responses for disability. (There can be more responses than surveys because respondents could indicate one or more disabilities.) Cognitive Disabilities were nineteen percent (19%) of responses, Mental Health Disabilities were twenty-three percent (23%) of responses, Physical Disabilities were thirty-eight percent (38%) of responses, Sensory Disabilities were twelve percent (12%) of responses, and Multiple Disability was eight percent (8%) of responses.