Client Satisfaction Survey
We conduct surveys to learn more about your experiences with us. The results can help us improve the way we serve you and the veteran community.
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The 2021-2022 Client Satisfaction Pulse Survey
The 2021-2022 Client Satisfaction Pulse Survey results are now available.
The surveying for the 2021-2022 Client Satisfaction Pulse Survey was undertaken across December 2020 and January 2021. Approximately 2,000 clients were randomly selected and participated in the survey.
The Pulse Survey was conducted against a backdrop of the ongoing COVID-19 pandemic, natural disaster events and recovery efforts. The survey results show areas of high satisfaction with the department’s service delivery while identifying the areas of focus for improvement, particularly with the processes and products used to support veterans and families.
The results of the pulse survey will be used as an interim measure of client experience as part of DVA's transition to a new survey program in 2023.Back to top
About the Client Satisfaction Survey
Since 1995 we have conducted Client Satisfaction Surveys in a variety of ways, to collect information about our clients' experiences with our services. The survey has been conducted annually since 2018.
The information collected in the survey drive DVA’s ongoing transformation and help us better understand and support the changing needs of veterans and their families today, and into the future.
Our research provider
We partnered again with ORIMA Research, an independent market research agency, to conduct the 2021-2022 pulse check survey. ORIMA Research ensures that surveys are taken with the highest level of privacy and confidentiality.
Conducting the survey
The survey asks a representative sample of DVA clients to give feedback on their experiences interacting with the Department over the previous 12 months. This sample includes a full range of clients residing in all states and territories within Australia such as:
- men and women of all ages
- current and ex-serving members of the ADF
- war widows and widowers, spouses, carers and dependants
A full sample of 8,000+ clients are randomly selected to participate in the survey. ORIMA Research then calls a random sample of these clients and takes them through a questionnaire about their experience with our 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.
All answers are completely confidential. The survey will not in any way affect any benefit or health service you receive from us. ORIMA Research only provides us with anonymous survey data, which in no way will identify individual responses.
As part of the survey, we will not ask you to provide any financial information such as:
- bank details
- credit card
Any such requests are not legitimate and are not from our department. If this occurs, do not provide this information and end the telephone call. Please contact us immediately to let us know that this has happened.Back to top
The 2021-2022 Client Satisfaction Pulse Survey Results
Results of the 2021-2022 DVA Client Satisfaction Pulse Survey are now available. They are presented in two key products.
- 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:Back to top
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 have not been selected to participate in the survey and you wish to provide feedback, please refer to our feedback page for more information.Back to top
For more information about the survey, please email client.survey [at] dva.gov.auBack to top