2019 Client Satisfaction Survey
The Client Satisfaction Survey is a key tool for the Department of Veterans' Affairs (DVA) to learn more about our clients’ experiences so we can improve the way we serve veterans and their families.
As part of DVA’s ongoing commitment to its transformation program, the Survey has moved to an annual activity, the most recent being in June and July 2019.
Results of the 2019 DVA Client Satisfaction Survey are now available. They are presented in two key products:
- a two page fact sheet showing a high-level summary of overall satisfaction; and
- Results Summary, a more detailed breakdown of all the survey results.
2019 Client Satisfaction Survey questions are also available:
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 since 1995. As part of DVA’s ongoing commitment to its transformation program, in 2018, the Survey moved to an annual activity. The information collected in the survey helps identify and shape improvements within the department, assisting us in continuing to support the changing needs of veterans and their families.
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 and widowers, spouses, carers and dependants, from all states and territories within Australia.
A sample of approximately 12,000 DVA clients are randomly selected to participate in the survey. These clients receive a letter from DVA inviting them to participate and instructions on how to 'opt-out' of the survey if they wish not to participate. 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
DVA partnered with ORIMA Research, a specialised independent market research agency, to conduct the 2019 survey. ORIMA Research ensures the survey is undertaken in accordance with the highest level of privacy and confidentiality using best practice survey methodology.
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 have not been selected to participate in the survey and you wish to provide feedback, please refer to DVA Feedback for more information on how to submit a compliment, complaint or general 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, 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.
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
For more information about the survey, please email Client.Survey [at] dva.gov.au.