Client Satisfaction Survey: What we’ve learned and how we’re taking action
At Oakland Family Services, our mission thrives at the core of our clients’ needs. We consistently aim to provide top-quality services that benefit these community members and help build their brighter futures.
This is why client feedback is essential for our organization – we want to know if our programs are hitting the mark. We want to hear about the impact of our services and the areas that need improvement.
With our May 2024 Client Satisfaction Survey underway, we want to share and address some insights we gained last year.
We heard you in 2023
A few recurring themes came from the results of last year’s Client Satisfaction Surveys. Based on this valuable feedback, our teams have been working towards solutions.
Our phone system was one area of concern uncovered by the surveys. We know how important it is for you to easily and quickly connect with our staff, so we are implementing a new and improved phone system this summer.
We learned that our clients may be unaware of the continuum of services we offer, and we are working on fixing this. Many people have the potential to benefit from more than one of our programs. If we can help you beyond the support you are already receiving, we want to refer you to the right area.
To do this, we are in the process of creating concise, informative program materials for our providers to share. We realize that many of our clients utilize virtual services, which means they don’t have access to the information in our lobbies. Moving forward, new materials will be digitally shareable, and we will ensure our staff have them on hand.
In the meantime, you can visit our website to learn more about the programs we offer:
Survey respondents expressed concerns about staffing changes at the agency. We completely understand the frustration of switching providers, especially when you formed a connection with someone who is no longer available.
Unfortunately, some circumstances are beyond our control as we navigate today’s complex job market. However, we can assure you that employee retention is extremely important to us, and we are constantly looking to enhance the work environment at OFS.
There is a growing list of benefits we offer to our staff:
Hybrid and flexible schedules
Paid professional development opportunities
Eligibility for Public Service Loan Forgiveness
Welcoming culture
Commitment to diversity, equity, and inclusion
403(b) with employer match
Employer-paid vision, dental, and life insurance plans
Employee assistance program
Twelve paid holidays (including one floating holiday)
Generous paid time off benefits
Fun employee engagement events and celebrations
Learn more about our Top Workplace.
Maintaining our strengths
We are delighted to share some positive takeaways from our 2023 Client Satisfaction Surveys. This data motivates us to continue providing excellent customer service and a safe space for those we serve.
We are conducting another Client Satisfaction Survey from May 20–26, 2024. If you are a current Oakland Family Services client, please ask your provider for the link. Participants have the chance to win a gift card!
The feedback from our surveys is incredibly valuable, and we are committed to our agency’s growth and development. We thank our clients for contributing to the process.