Thank you to the 105 participants and their families who responded to this year's customer satisfaction survey and the 17 family members who attended the focus groups.

Here are some of the highlights:

Net Promoter Score (NPS)

The NPS measures the response to the question: How likely is it that you would recommend OC Connections to a friend or colleague?

OC Connections' 2018 Net Promoter Score is 61
(OC Connections' 2017 NPS was 60 from 125 respondents)

73% are promoters of the organisation, that is to say they recorded a response of 9 or 10 out of 10. This is a very high score and demonstrates the strength of brand loyalty and satisfaction.

The main reasons cited for this score are:

  • Facilities
  • Staff
  • Activities
  • Happy participant
  • Communication

Customer Satisfaction

Words to describe OCC, Staff and Facilities

Words most commonly used to describe the service from OCC:

  • Accurate and effective (81.44%)
  • Safe (61.86%)
  • Fast (34.02%)

Words to describe OCC Staff:

  • Helpful (89.11%)
  • Competent (75.25%)
  • Approachable (74.26%)

OCC facilities were described as having:

  • tidy rooms (71%)
  • good equipment (69%)
  • well-presented information (57%)

Choices of our participants

83.17% of respondents believe that their family member has been given the opportunity to make choices about how they live their life.

Planning Process and family involvement

Over 86% of respondents feel that they have been fully involved in the planning process for their family members support.

Information

87.25% of respondents feel that information received from OC is delivered in a clear, concise and timely manner.

Communications

Over 93% of respondents feel comfortable notifying OCC of anything they are unhappy about.

88% of respondents feel that information received from OC is delivered in a clear, concise and timely manner

Opportunities identified

  • Support co-ordination
  • Before and aftercare for weekends and holiday activities
  • More detailed information in the activity booklet to make a more informed selection
  • More chances to interact with other families: morning coffee catch ups or luncheons
  • Introduced counselling services for clients or sessions on teaching appropriate behaviour and how to resolve conflict
  • More information on diet and help with cooking
  • Planning for the future
  • Website in easy read
  • Assistance with succession planning

Continual improvement

OC Connections have developed an action plan to address all opportunities for improvement raised by participants and their families from the Customer Satisfaction research conducted earlier this year. Progress is underway with several projects designed improve the services we offer and the way we deliver them.

We appreciate your feedback and encourage you to leave a review on Clickability or complete our Compliments and complaints web form on the right side of this page.

We hope you'll be a part of our next annual customer satisfaction research in early 2019.

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