Clients Expectations Driving Continuous Improvement

There is no recognized or broadly applied industry tool for capturing quantitative data related to customer satisfaction across the aged and disability services sector. This inspired Jewish Care in 2013 to develop an innovative survey methodology. The survey methodology was developed in conjunction with Jewish Care’s clients to ensure an inclusive research practise. Focus groups were held to pilot the survey and clients were given the opportunity to comment and rate questions. The methodology itself is based on the acclaimed SERVQUAL approach by Zeithaml, Parasuraman and Berry (1985). The methodology involves scaled measurement of both consumer expectations and satisfaction levels. By not only measuring satisfaction but also expectations of consumers, organisations are better equipped to understand changes in satisfaction levels. For instance, high expectations and low levels of satisfaction might indicate that the marketing strategy for a particular product or service is not communicating the accurate message. Furthermore, by asking the client for their expectations, a voice is given to express what is important to them. Conventional surveys only question satisfaction levels of consumers, thereby missing an essential element: what is crucial to our clients accessing services. With the dual survey methodology implemented in 2013 and repeated biannually, Jewish Care has been able to develop continuous improvement plans across its services that have seen progressive ... Read More



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Stephen Thomas

Jewish Care (Victoria) Inc.

Stephen is an experienced health service executive who has spent the last 25 years working ... Read More