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Client Satisfaction Survey

2019 Client Satisfaction Survey

The Department of Veterans' Affairs (DVA) is conducting its Client Satisfaction Survey from June to July 2019. The survey is an important way for DVA to capture feedback across a large sample of our clients.

Learning more about our client experiences with the services and support that DVA provides is the best way for us to understand how we can improve the way we serve veterans and their families.

About the Client Satisfaction Survey

The department has periodically commissioned a Client Satisfaction Survey to collect information about its clients' experiences with the services and support it provides. The information collected helps us identify improvements that can be made to ensure the department continues to meet the needs of our clients. Results from previous years' surveys have been used to shape changes within the department, assisting us in continuing to support the changing need of our clients.

DVA is committed to learning more about our clients' experiences, which is why in 2018, the department decided to conduct the Client Satisfaction Survey annually.

Conducting the survey

The Client Satisfaction Survey gathers feedback from a sample of people who receive services from DVA. This includes a full range of clients; men and women of all ages, current and ex-serving members of the ADF, war widows/ers, spouses, carers and dependants, from all states and territories within Australia.

A sample of DVA clients is randomly selected to participate in the survey. These clients receive a letter from DVA inviting them to participate. It also includes instructions on how to 'opt-out' of the survey. ORIMA Research then calls a random sample of these clients and takes them through a questionnaire about their experience with DVA's services. Each interview takes approximately 20 minutes.

Participation in the survey is completely voluntary, and participants are able to withdraw at any time by letting the interviewer know. The interview ends as soon as this request is made.

Our market research provider

The survey is conducted by a specialised independent market research agency to ensure the findings truly represent the experiences of the whole DVA client base.

DVA has partnered with ORIMA Research to conduct the 2019 survey. ORIMA Research ensures the survey is undertaken according to approved best practice methodology and privacy guidelines.

Other ways to provide feedback

If you have not been selected to participate in the survey and you wish to provide feedback, there are other ways to do this. Please refer to DVA Feedback for more information on how to submit a compliment, complaint or general feedback.

Confidentiality

All information is collected and stored according to the Australian Privacy Principles and the Privacy Act 1988 (Cth). All answers are completely confidential and will not in any way affect any claim, pension, benefit or health service which participants are, or may be, entitled to receive from DVA. ORIMA Research only provides DVA with de-identified survey data, which in no way will identify participants' individual responses.

As part of the survey, participants will not be asked to provide details of bank accounts, credit cards or any other financial information. Any such requests are not legitimate and are not on behalf of DVA. If this occurs, do not provide this information and end the telephone call. Please contact DVA immediately to let DVA know that this has happened. Please note that this is just precautionary as DVA is not currently aware of any scams targeting the survey.

Previous results

2018 Client Satisfaction Survey Results

Results from the 2018 survey are presented in two key products: a two-page fact sheet showing a high-level summary of overall satisfaction and a Results Summary, which is a more detailed breakdown of all the survey results.

The 2018 survey questions are also available:

2016 Client Satisfaction Survey Results

Results from the 2016 survey are presented in two key products: a two-page fact sheet showing a high-level summary of overall satisfaction and a results summary, which is a more detailed breakdown of all the survey results.

The 2016 survey questions are also available:

2014 Client Satisfaction Survey Results

More information

For more information about the survey, please email Client.Survey@dva.gov.au.

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