Report

Los Angeles FamilySource Network Customer Satisfaction Survey, 2015-2016 Program Year

The FamilySource Network provides educational, financial, health, family, and youth services to low-income residents throughout the city of Los Angeles. The Network operates 19 FamilySource Centers (FSCs) throughout the city, and is overseen by the Housing and Community Investment Department (HCID). HCID is committed to making the FamilySource Network a performance driven system. HCID measures each contractor's performance in four areas: Customer Satisfaction, Outcomes, Flow (volume of clients), and Administrative Performance. This performance measurement system is often referred to as SOFA, to represent the four dimensions of performance. The Center for Assessment, Research, and Evaluation (CARE) at California State University, Northridge contracted with HCID to evaluate customer satisfaction in the system. To do so, we surveyed adult FSC participants during the 2015-2016 program year in the Fall and Spring. This report presents the results of these two surveys. The customer satisfaction data in this report are designed to help individual FSCs track their clients' satisfaction over time and to provide feedback in order to improve services. In Fall 2015, a total of 1091 adults completed a customer satisfaction questionnaire. In Spring 2016, a total of 936 adults completed the survey. (Note: no youth were surveyed in the 2015-2016 project year). Consistent with previous years, clients report high satisfaction during the 2015-2016 program year. Across all 19 centers, average adult satisfaction was 4.63 on a 5 point scale for Fall 2015 and 4.64 in Spring 2016. Overall satisfaction results for the 2015-2016 program year increased very slightly, compared to results from the 2014-2015 program year. Across all four survey terms, overall satisfaction and satisfaction with most program elements have remained relatively stable. This report presents the detailed results of the Adult Customer Satisfaction survey. We compare adult customer satisfaction data from Fall 2014 through Spring 2016. Overall findings for the FS Network of centers are presented in the report, and individual FSC results are provided in the appendix.

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