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2016 Client Satisfaction
Survey Results A Report By:
Emmanuel Lemire,
Jordyn Hanne,
Joshika Kumari,
& Stacy Huynh
Advised ...
Introduction
The purpose of this project was to analyze the responses from a survey which
Hospitality House distributed am...
Presentation Content
Survey Distribution (4-5)
Client Demographics (6-7)
Response Rates (8-9)
Average Satisfaction Ratings...
January 2016 Annual Participation Satisfaction Survey (Front)
Note: The image represents a blank refused survey
Source: Ho...
January 2016 Annual Participation Satisfaction Survey (Back)
Note: The image represents a blank refused survey
Source: Hos...
6
Hospitality House Programs
1. Sixth Street Self-Help Center
2. Tenderloin Self Help Center
3. Shelter Program
4. Employm...
7
Figure 1: Share of Surveys Administered Within Each Program
Survey Methodology
● In total 519 Surveys were
administered ...
Client Demographics
• Most respondents were male (53%) and identified as Black (34%).
• About half of all clients were bet...
9
Figure 2: Respondents Identification to a Specific Ethnic Category
Core Demographics Continued
Response Rates
• In total 519 surveys were distributed and 479 were completed and
returned.
• Of all the clients who were ...
11
Figure 3: Rate of Response to Positive Outcome Achievement Survey Questions
Response Rates Continued
Average Satisfaction Rates
• Clients are very satisfied with the staff (93%) and the physical
program space (83%).
• Most ...
Satisfaction Ratings By Program
13
Figure 4: Sixth Street Self Help Center Client Satisfaction Ratings
N = 66
Note: Client...
N = 284
Note: Clients were asked to rank their satisfaction with the TSHC; for every question there was above 80% satisfac...
N = 24
Note: Among the clients surveyed in the SP 100% of respondents were satisfied with the staff, the positive impacts ...
N = 29
Note: Clients in the ERC had the highest satisfaction ratings of all programs .Among all programs, ERC clients had ...
N = 50
Note: 96% of Clients in the Community Arts Program agreed that HH had a positive impact on their life and that they...
N = 34
Note: 91% of CBP clients were satisfied with the staff, their safety in the program, HH efforts to welcome and trea...
19
Positive Outcomes
• More than half of all clients (65%) achieved at least one positive
outcome.
• Many clients achieved...
20
Positive Outcomes By Program

Note: Clients were asked whether they had received a positive outcome in housing,
employm...
Conclusion
• HH clients are mostly male, Black, and between the ages of 50-59.
• The Self-Help Centers (Tenderloin & Sixth...
Thank you!
22
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HH 16' Client Survey Presentation

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HH 16' Client Survey Presentation

  1. 1. 2016 Client Satisfaction Survey Results A Report By: Emmanuel Lemire, Jordyn Hanne, Joshika Kumari, & Stacy Huynh Advised By Anoshua Chaudhuri, Ph.D Source: 2016 Hospitality House 1
  2. 2. Introduction The purpose of this project was to analyze the responses from a survey which Hospitality House distributed among their clients. As part of the survey clients answered questions about their satisfaction with programs and staff, relayed information about their identities, and reported positive outcomes which they achieved as a result of participation. Survey responses were categorized using Qualtrics software and then analyzed using Stata statistical software. This project was done as a Community Service Learning project on behalf of San Francisco State University’s Health Economics class. 2
  3. 3. Presentation Content Survey Distribution (4-5) Client Demographics (6-7) Response Rates (8-9) Average Satisfaction Ratings (10) Satisfaction Ratings By Program (12-17) Positive Outcomes (18-19) Conclusion (20) 3
  4. 4. January 2016 Annual Participation Satisfaction Survey (Front) Note: The image represents a blank refused survey Source: Hospitality House Client Satisfaction Survey 2016 4
  5. 5. January 2016 Annual Participation Satisfaction Survey (Back) Note: The image represents a blank refused survey Source: Hospitality House Client Satisfaction Survey 2016 5 Note: The image represents a blank refused survey Source: Hospitality House Client Satisfaction Survey 2016
  6. 6. 6 Hospitality House Programs 1. Sixth Street Self-Help Center 2. Tenderloin Self Help Center 3. Shelter Program 4. Employment Resource Center 5. Community Arts Center 6. Community Building Program Source: 2016 Hospitality House
  7. 7. 7 Figure 1: Share of Surveys Administered Within Each Program Survey Methodology ● In total 519 Surveys were administered by the HH Staff ● Surveys were administered 1.25.16 through 1.29.16 for all of the programs including SSHC, TSHC, SP, ERC, and CBP ● Surveys were administered 2.29.16 through 3.4.16 for the CA program ● The surveys were administered within regular working hours, community meetings & support groups
  8. 8. Client Demographics • Most respondents were male (53%) and identified as Black (34%). • About half of all clients were between the ages of 50 and 59. • Most surveys were written in English (71%), but about a quarter of responses were written in Cantonese and the rest in Spanish (6%). • About a third of clients said they had stable housing, and the rest either said they did not or did not respond. • Only a small minority of clients reported veteran status (6%). • More than a third of clients have been in their respective programs for five years or less (42%). 8
  9. 9. 9 Figure 2: Respondents Identification to a Specific Ethnic Category Core Demographics Continued
  10. 10. Response Rates • In total 519 surveys were distributed and 479 were completed and returned. • Of all the clients who were present at the time in which the surveys were distributed more than half completed a survey (58%). • About half of all survey respondents chose not to mark their ages (51%). • About a third of respondents also chose not to answer whether they had stable housing or not (32%). • About a quarter of all clients did not report a positive outcome (24%). 10
  11. 11. 11 Figure 3: Rate of Response to Positive Outcome Achievement Survey Questions Response Rates Continued
  12. 12. Average Satisfaction Rates • Clients are very satisfied with the staff (93%) and the physical program space (83%). • Most clients say they feel safe at Hospitality House (88%) and believe that their input is valued (84%). • As a result of participating at HH clients agree that they are now more able to meet their daily needs (85%) and that they plan to continue their involvement (90%). • Most clients say that HH has had a positive impact on their lives (88%) and that they now feel more a part of their community (84%). 12
  13. 13. Satisfaction Ratings By Program 13 Figure 4: Sixth Street Self Help Center Client Satisfaction Ratings N = 66 Note: Clients in the Sixth Street program were most satisfied with the staff (94%) and their future involvement with HH. The lowest satisfaction was ‘I like the physical space’ at 70%. Source: Hospitality House Client Satisfaction Survey 2016
  14. 14. N = 284 Note: Clients were asked to rank their satisfaction with the TSHC; for every question there was above 80% satisfaction, with staff satisfaction being the highest area of satisfaction at 92%. Source: Hospitality House Client Satisfaction Survey 2016 14 Figure 5: Tenderloin Self Help Center Client Satisfaction Ratings Satisfaction Ratings By Program
  15. 15. N = 24 Note: Among the clients surveyed in the SP 100% of respondents were satisfied with the staff, the positive impacts HH had on their lives, and with their confined involvement with HH. The physical space had lowest satisfaction. Source: Hospitality House Client Satisfaction Survey 2016 15 Figure 6: Shelter Program Client Satisfaction Ratings Satisfaction Ratings By Program
  16. 16. N = 29 Note: Clients in the ERC had the highest satisfaction ratings of all programs .Among all programs, ERC clients had the highest percentage of clients who felt safe in their program. Source: Hospitality House Client Satisfaction Survey 2016 Figure 7: Employment Resource Center Client Satisfaction Ratings 16 Satisfaction Ratings By Program
  17. 17. N = 50 Note: 96% of Clients in the Community Arts Program agreed that HH had a positive impact on their life and that they would continue to use the programs services. Almost all participants agreed to feeling safe at the CAP studio and that people from all walks of life were welcomed and respected there. Source: Hospitality House Client Satisfaction Survey 2016 17 Figure 8: Community Arts Center Client Satisfaction Ratings Satisfaction Ratings By Program
  18. 18. N = 34 Note: 91% of CBP clients were satisfied with the staff, their safety in the program, HH efforts to welcome and treat all individuals with respect, and with the impact HH services had on their lives. 97% of those surveyed plan to continue their involvement with HH. Source: Hospitality House Client Satisfaction Survey 2016 18 Figure 9: Community Building Program Client Satisfaction Ratings Satisfaction Ratings By Program
  19. 19. 19 Positive Outcomes • More than half of all clients (65%) achieved at least one positive outcome. • Many clients achieved a positive outcome with respect to housing (16%) and/or substance abuse/mental health (11%). • Benefits (SSI or Food Stamps) was another popular positive outcome (11%). • Almost all of the clients within the Community Building program reported achieving a positive outcome (97%) but only half of those who participated in the Tenderloin center did so too (53%).
  20. 20. 20 Positive Outcomes By Program Note: Clients were asked whether they had received a positive outcome in housing, employment/income, substance use/ mental health/ medical care, artwork sales, volunteer experience, benefits obtained, or new skills obtained during the previous year. Source: Hospitality House Client Satisfaction Survey 2016 Figure 10: Positive Outcome Achievement By Program
  21. 21. Conclusion • HH clients are mostly male, Black, and between the ages of 50-59. • The Self-Help Centers (Tenderloin & Sixth Street) are the most utilized programs provided by HH. • Regardless of program most clients are satisfied with the services and facilities that HH offers. • Many clients have achieved a positive outcome with respect to housing, substance abuse, and mental health. • The low-cost amenities which HH provides are very important in helping the homeless/needy maintain their health and well being. 21
  22. 22. Thank you! 22

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