‘We asked, you said, we did’ – Client Satisfaction Survey 2021

2021 has been another challenging year, as we all continue to adjust to living through a pandemic.

For DVA, the best way for us to learn how we can improve the way we support veterans and their families through these challenging times is simply to ask. That is why your feedback, now more than ever, is so important.

The annual Client Satisfaction Survey will run over November and early December this year.  

This Survey asks a representative sample of DVA’s clients – men and women, of all ages in every Australian state and territory, to give feedback on their experiences interacting with the department over the past 12 months.

As per previous years, clients will be randomly selected to participate in the telephone survey, and receive a letter with more information including how to opt-out if you do not wish to take part. ORIMA Research, an independent research company, will conduct the telephone interviews that will take around 20 minutes to complete. All responses are confidential and only de-identified information is provided to DVA.

‘You said’ – A key component of DVA’s ongoing transformation is providing greater choice in how you interact with the department and improving the digital experience for clients. The 2020 Survey results indicated that more of you are willing to interact with the department online.

‘We did’ – As a result, this year, DVA will also be piloting an online version of the survey. Beginning in early 2022, up to 20,000 randomly selected DVA clients will be sent an email, inviting them to participate in the Survey online. The online survey will take the same approach as the telephone survey in being a representative survey of all DVA clients.  

Participation in the telephone or online survey is voluntary, but if you are selected as part of the client survey sample, we would be grateful for your time and feedback. Results from the Client Satisfaction Survey make a difference to how services and support are designed and delivered to meet the needs of veterans and their families.

For more information about the survey, and previous results, please visit the Client Satisfaction page of the website or email client.survey [at] dva.gov.au (client[dot]survey[at]dva[dot]gov[dot]au)