1. Purpose
Significance
Methodology
• Discover how the services
offered by Enable, Inc. could be
improved
• Propose strategies to strengthen
programs by analyzing five years
of data
Customer Survey Satisfaction Assessment
Taran Sayal, Intern
Sharon Copeland, Chief Executive Officer of Enable, Inc.
1
•Those with learning disabilities tend
to experience communication
problems and are isolated.
2
•Enable provides programs to help
individuals live independently and a
fulfilling life.
3
•Obtaining satisfaction rates will help
determine the effectiveness of
services. Acknowledgements
Bell, D. M. (2005). Over the Sea and Far Away: Ways of Overcoming Some of
the Difficulties Arising in Work with Adults with Learning
Disabilities Living in Geographical Isolation in the United Kingdom.
British Journal Of Learning Disabilities, 33(4), 180-187
Photo is by Stephanie Dimiskovski
Consumer
s and/or
guardians
completed
their
surveys
annually.
Consumers
responded to
survey statements
with “Strongly
Agree”, “Agree”,
“Disagree”, or
“Strongly
Disagree”.
Survey data
measured how well
consumers enjoyed
the service
received, they felt
included in the
community, and
many other topics.
Outcomes
I would like to thank my internship
preceptor, Sharon Copeland, and
my internship coordinator, Ms. Ann
Marie Hill, who guided me
throughout this project.
Evaluation
• Send another consumer
satisfaction survey to consumers
in 2016.
• Determine if those who
responded negatively to previous
statements respond positively to
changes implemented.
88%
71% 71%
100%
93%
100%
77%
100%
90% 88% 88%
100%100%
94%
100% 100%
85%
92%
100% 100%
0%
20%
40%
60%
80%
100%
120%
1. MY FAMILY MEMBER CAN
PARTICIPATE IN DIFFERENT
COMMUNITY ACTIVITIES.
2. MY FAMILY MEMBER HAS
FRIENDS AND CAN MAKE NEW
ONES.
3. MY FAMILY MEMBER CAN TRY
NEW THINGS.
4. MY FAMILY MEMBER LIKES
WHERE HE/SHE LIVES.
OFThoseWhoRespondedandAgreed
Question
Group Home Family Survey
2010 2011 2012 2013 2014
Analyze
percentage of
respondents who
agreed with
statements
and areas of decline
in graphs.
Determine
how services can
improve, and what
aspects of programs
consumers are most
dissatisfied and
satisfied
with.