2019 Client Satisfaction Survey results

DVA’s 2019 Client Satisfaction Survey results have been released, showing that overall client satisfaction has increased from 81 per cent last year to 84 per cent, with increases across all age groups.

12 December 2019

ORIMA Research, an independent market research company, surveyed more than 3,000 randomly selected DVA clients, including current serving and ex-serving members of the Australian Defence Force, war widows/ers, carers and dependants of all ages.

The survey results capture clients’ experience of interacting with DVA over the past 12 months, showing areas of high satisfaction with the department’s service delivery, and where there is room for improvement.

Clients aged over 65 remain the most satisfied, with satisfaction increasing from 89 per cent in 2018 to 92 per cent in 2019. The most significant change has again been seen in DVA clients under 45 years, with satisfaction increasing from 49 per cent in 2016 to 58 per cent in 2018, and 65 per cent in 2019.

This year, for the first time, we asked about client wellbeing using the Australian Unity Wellbeing Index.

The survey found that on average, overall client wellbeing is the same as the general Australian population, at 78 points out of 100 on the Global Life Satisfaction Index. While this average is representative of the population groups, DVA recognises that there are individuals within the veteran and the broader Australian population who are experiencing significant issues and challenges which impact on their wellbeing.

Thank you to all those who have participated in DVA’s recent surveys. Your feedback is the best way for us to understand how we can improve the way we serve veterans and their families.

Results from the 2019 DVA Client Satisfaction Survey are available on the Client Satisfaction Survey page on the DVA website

New survey to improve claims processes

DVA is committed to understanding the needs of veterans and their families as part of our ongoing Transformation program. As an extension to the annual Client Satisfaction Survey, we are seeking more detailed feedback to better understand clients’ experiences throughout the claims process.

In partnership with ORIMA Research, a quarterly online survey involves a randomly selected sample of clients who have submitted a claim for benefits or support. Clients selected to participate in the survey will receive a letter from DVA with information and survey details, prior to contact by the ORIMA team.

For more information on the Client Benefits (claims process) Survey you can email CBCSS [at] dva.gov.au or call 1800 325 115 (free of charge).