Client Satisfaction Survey 2019


The results of the SHS Sector Client Satisfaction Survey 2018 are available here. 

Full information on the Client Satisfaction Survey 2019 is available in flyer format here

There is a video explaining how to conduct the survey here

Background information:

This survey will measure satisfaction with services and client outcomes resulting from accessing SHS services.

The results from the last survey demonstrated the excellent work of employees across the SHS sector.

The Industry Partnership of Homelessness NSW, Domestic Violence NSW and Yfoundations commissioned the Community Housing Industry Association (CHIA) NSW to design a survey to measure client satisfaction with their outcomes. The survey is conducted sector wide on an annual basis.

In 2017, the Federation worked with a sector reference group of 12 SHS providers to:

• identify common measures of client satisfaction for use by diverse homelessness services

• devise a client survey and methodology for voluntary implementation across the sector

• assist with implementation and analysis of data to inform the sector on client satisfaction with regards to service delivery.

Survey method

The survey consists of around 30 standard questions for clients. Survey questions cover demographics of clients, issues concerning client experience of the service, client satisfaction with their current living environment, and client outcomes. It takes 5-10 minutes to complete. The survey will be available online, administered via an app, downloaded to a tablet, smart phone or computer. Clients can fill in the survey themselves or with the aid of a staff member. Participation in the survey is entirely voluntary. The survey seeks a client’s informed consent before asking any questions. No personal identifying data will be kept and only aggregated data will be published.


The SHS Client Satisfaction Survey 2019 will be implemented sector wide from Monday 11 March to Friday 12 April 2019. CHIA NSW will provide individual SMART reports on the results in May 2019. Outcomes Data will be automatically uploaded to and analysed by the Federation. SHS organisations will be able to access SMART reports on their own client data (confidential to each service), as well as publicly available aggregated data for the entire sector. The survey will be conducted annually to provide data on consistent measures over time.

 There is no cost to participate. All participating organisations will receive a unique number for their surveys. This identifying number will assist CHIA NSW to compile aggregate data for individual services to benchmark against the entire sector. Participation in the SHS Client Satisfaction Survey 2019 by services and clients is entirely voluntary.

For more information, please contact the Industry Partnership at: Feiyi Zhang,, ph: 8354 7607