January 2025 Customer Survey: What You Told Us
At Partners4Care, your feedback matters. We’re always striving to deliver the best service possible and the best way to know how we’re doing is to hear directly from you. That’s why, every so often, we roll out a customer survey to check in on what’s going well and where we can improve.
A Quick Look at the Numbers
In January 2025, we launched our first customer survey of the year, and we were pleased to receive 16 completed responses before the cut-off on January 27th. That gave us a solid sample to work with.
The overall scores were encouraging. No surveys scored in the lowest (0-24) bracket, with the lowest total being 49. On the higher end, nine of the responses landed in the 75-100 range and many of those were near the top of that bracket.
Section 1: “Outstanding” and “Good” Lead the Way
The most frequent rating by far was “Outstanding”, making up 55% of all responses that’s 220 out of a possible 400. This rating dominated most sections of the survey, especially the third section, which saw the highest concentration of top marks. In particular, Question 3 of Section 3 stood out with an impressive average score of 3.68, thanks to 11 of the 16 responses being “Outstanding” and the rest marked “Good”.
Speaking of “Good”, it accounted for 21.75% of all answers. While fairly steady across the board, it dipped a bit in Section 2, where it represented only 16.25% of the responses. The strongest showing for “Good” was on Question 2, where it made up half the responses (8 out of 16), resulting in a solid average of 3.37.
Section 2: A Closer Look at “Requires Improvement” and “Inadequate”
Though fewer in number, it’s important to address the responses that flagged potential areas for growth. “Requires Improvement” and “Inadequate” together made up 8.5% of all responses 20 and 14 selections, respectively.
“Requires Improvement” responses were fairly evenly spread across the five survey sections, with Section 2 accounting for nearly half of them across three separate surveys.
“Inadequate” was less common but still noteworthy. These responses appeared in four of the five sections (excluding Section 2). Section 5 stood out with the highest concentration, including nine “Inadequate” ratings spread across just three surveys. Notably, Question 4 of that section received three of those ratings.
Section 3: Understanding “Not Applicable”
Some questions just don?t apply to everyone and that’s perfectly okay. Across all sections, respondents selected “Not Applicable” 56 times. This answer was more frequent in Sections 1 and 5, with 14 and 17 selections respectively. Typically, these were tied to questions that addressed specific services or situations that not all of our customers may experience.
Section 4: Trends and Takeaways
After charting the responses, a few key trends stood out:
- Gradual Rating Decline Within Sections: We noticed a steady drop-off in higher-rated responses from the first to last question in most sections. The exception? Section 5, where “Inadequate” was selected more than “Requires Improvement”.
- First vs. Last Question Gaps: A consistent pattern emerged the first question in each section often scored higher than the last. Section 5 had the most pronounced difference, with a 1.875-point gap between its highest and lowest average scores.
- “Not Applicable” Clusters: When one “Not Applicable” was selected in a survey, there were usually a few more. Only one survey broke this pattern, suggesting that some sections may be less relevant for certain participants.
- Fifth Questions Struggled: In most sections, the fifth question had a lower median score compared to the first. The outlier here was Section 3, where every question maintained a median score of “Outstanding”. This would follow suite with the average answers where the last questions average per section would always be lower than the first questions.
Final Thoughts
Overall, the January 2025 survey paints a very positive picture. High ratings in “Outstanding” and “Good” clearly show that our customers are satisfied with the care and service they’re receiving. While a few areas may need a closer look?particularly in Section 5 the overall results are reassuring and encouraging.