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Client Satisfaction Survey

2016 Client Satisfaction Survey Results

Results from the 2016 Survey are presented in two key products: a two-page Factsheet 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:

The 2016 Client Satisfaction Survey

The 2016 Client Satisfaction Survey (the Survey) was conducted by ORIMA Research in November and December 2016 through a computer assisted telephone interview process. The 20 minute questionnaire asked participants about their experience with DVA’s services over the past 12 months. A representative sample of 3,002 DVA clients from all Australian states and territories, age demographics and client types (veterans, war widows/ers, carers, dependants etc.) participated in the Survey. The results of this and other client surveys inform DVA’s efforts to transform and improve the delivery of services to veterans and their families. 

A number of questions in the 2016 Survey were aligned with previous surveys to allow for the responses to be compared with past results.  Some new topical questions were included in 2016 to improve understanding of client satisfaction with DVA’s digital offerings, clients’ use of technology and the experience of clients transitioning from the ADF to civilian life. 

The 2016 Survey engaged with a greater number of veterans aged 45 years and under, in an effort to improve DVA’s understanding of satisfaction amongst this client group. The 2016 results reflect this more targeted approach by showing comparative ratings across the DVA client age groups. 

What is the Client Satisfaction Survey?

The Department of Veterans’ Affairs (DVA) periodically commissions a Client Satisfaction Survey to collect information about its clients’ experiences with the services and support it provides. This information helps DVA to identify improvements that can be made to ensure the department continues to meet clients’ needs.

How is the Survey conducted?

A random sample of DVA clients is selected to participate in the Survey. These clients receive a letter from DVA asking 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.

Who conducts the Survey?

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.

In 2016, DVA contracted ORIMA Research who ensured the Survey was undertaken according to approved methodology and ethics guidelines for research.

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 the DVA Feedback page for more information on other ways to submit feedback.


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, benefits or health services which participants are, or may be, entitled to from DVA. ORIMA 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

2014 Client Satisfaction Survey

More information

For more information about the survey, please email

Help and support

If you need support, the Veterans and Veterans Families Counselling Service (VVCS) is available 24/7 by calling 1800 011 046. VVCS provides free and confidential, nation-wide counselling and support for war and service-related mental health conditions, for current and former serving ADF members, and their families.

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