Client Insights Survey
About the Survey
The annual Client Insights Survey (CIS) gathers client feedback on their interactions with DVA, their overall experiences, and ideas for improvement. This helps DVA better understand and support the changing needs of veterans and families of veterans today, and into the future.
Survey insights are used to inform business improvement and allow for deeper analysis of the issues and opportunities raised in areas such as client experience, satisfaction and overall wellbeing.
Back to topWho is contacted?
The survey is for clients who submitted a claim and/or accessed services and supports through DVA in the preceding 12 months.
Back to topHow are people contacted?
In 2026, we have partnered again with ORIMA Research, an independent market research agency, to conduct the Client Insights Survey.
DVA writes to a large representative sample of clients including:
- men and women of all ages;
- current and ex-serving members of the Australian Defence Force (ADF);
- war widows and widowers, spouses, carers and dependants;
- residing in all states and territories within Australia.
Participation in the survey is completely voluntary, and participants are able to withdraw at any time.
Upon receipt of this letter, clients have the option to opt-out of further contact for this survey.
Thereafter, ORIMA Research will be in contact with a sample of these eligible clients, inviting them to complete the survey.
Back to topConfidentiality
Survey responses are completely confidential and survey results will not identify individuals.
The survey does contain some free text questions. Free text responses will be provided to DVA in their original (un-edited) format.
To ensure anonymity, we ask that clients do not enter any personal or sensitive information about themself or others.
Personal information cannot be linked to other survey responses, any feedback given will not, in any way, affect any pension, benefits or health services, which individuals are entitled to receive from DVA, or to which they may become entitled to receive in the future.
As part of the survey, we will not ask you to provide any information such as:
- bank details
- credit card
ORIMA Research ensures that surveys are taken with the highest level of privacy and confidentiality.
Back to topReporting
Results of the survey are published in the DVA’s Annual Report.
The survey specifically covers all programs under Outcome 1 and Outcome 2 as well as Official war graves commemorations under Outcome 3 in DVA’s Portfolio Budget Statements.
The survey results are used to report against the following performance measures:
- 0.1 - Client satisfaction: Client satisfaction with delivery and access to key DVA programs;
- 0.2 - Wellbeing: DVA’s contribution to client’s physical and mental wellbeing after the provision of services
- 3.2 – Quality: Official war graves commemorations are maintained to recognise the service and sacrifice of eligible veterans who have served in war, conflict or peace operations.
Previous Satisfaction Survey Results
The 2021-2022 Client Satisfaction Pulse Survey Results
- 2021-2022 Results Fact Sheet (PDF 607 KB). A two page fact sheet showing a high level summary of overall satisfaction
- 2021-2022 Results Summary (PDF 561 KB). Results Summary, a more detailed breakdown of all the survey results
2021-2022 Survey questions are also available:
2020 Client Satisfaction Survey Results
- 2020 Results Fact Sheet (PDF 607 KB). A two page fact sheet showing a high level summary of overall satisfaction
- 2020 Results Summary (PDF 561 KB). Results Summary, a more detailed breakdown of all the survey results
2020 Client Satisfaction Survey questions are also available:
2019 Client Satisfaction Survey Results
The 2019 survey questions are also available:
2018 Client Satisfaction Survey Results
The 2018 survey questions are also available:
2016 Client Satisfaction Survey Results
The 2016 survey questions are also available:
2014 Client Satisfaction Survey Results
A full summary of survey findings including all aggregated results is available here. Refer to page 13 of the Summary Report for actual respondent numbers by age group.
- Summary Report (PDF 2 MB)
- Appendix A: CATI Questionnaire (PDF 800 KB)
- Appendix B: Online Questionnaire (PDF 831 KB)
- Appendix C: Overall CATI frequency results (weighted) (PDF 457 KB)
- Appendix D: Overall Online frequency results (PDF 469 KB)
- Appendix E: CATI results split by age (PDF 1.2 MB)
- Appendix F: CATI results split by gender (PDF 615 KB)
- Appendix G: CATI results split by State/ Territory (PDF 1.2 MB)
Other ways to provide feedback
Your feedback is the best way for us to understand how we can improve the way we serve veterans and their families. If you wish to provide more feedback, please refer to our feedback page for more information.
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