Service Satisfaction Studies

Helping Ohio county boards of MRDD identify areas of possible improvement

MRDD service satisfaction

In addition to working with ODMRDD on the National Core Indicators Study, CMOR has worked with county boards of MRDD as well as OACBMRDD to assess and analyze service satisfaction of both parents and guardians of individuals receiving services as well as persons served. These studies include:

  • OACBMRDD SSA Service Satisfaction Study
  • Union County Board of DD Community Perception Study
  • Collaborative Polls - Summit MRDD, Stark MRDD, Medina MRDD
  • NCI Core Indicators for ODMRDD

“Ms. Henry and Ms. Barna are masterful at extracting statistical evidence of public opinion and interpreting data in a manner that applies to our agency’s needs. Our MRDD board has used their research to build public opinion ratings and adjust our position in the market.”

Kevin McGee, Director of Public Relations, County of Summit Board of MRDD

MRDD service satisfaction
  • Our Approach
  • Sample
  • Response
  • Parents/Guardians
  • Persons Served
  • Survey
  • Deliverables
CMOR recommends an approach that examines satisfaction levels of two key groups of constituents served by the agency: (1) Persons served and (2) the families, guardians & advocates of those served. Since each group has unique characteristics, opinions and most importantly perspectives, CMOR recommends collecting information that will be much more salient to measuring service satisfaction by looking at each group independently as well as comparatively.  Both groups can be surveyed in the same year or in consecutive years in order to meet the needs of the organization.
In order to collect high quality data that is statistically valid, the sample that is selected should have minimal sampling bias. One of the main causes of sampling bias is failure to adhere to random sampling procedures. In order to ensure a minimal sample bias, CMOR recommends that it select the random sample. For the Family/Guardian population, multiple contacts, as may be found within agencies providing guardianship, are minimized to one contact per guardian within an agency, selected randomly. This ensures that there is equal weight among respondents as well as minimize the burden of a case worker who may be called multiple times in reference to different persons served. For the persons served population, CMOR works closely with each Board and service provider, as applicable, to evaluate the abilities of potential respondents and to identify best opportunities to complete the interview.
Strict attention is given to response rates, targeting a set number of completions among each population surveyed in order to achieve a statistically valid sample. Respondent characteristics will be monitored in both groups to ensure a representative sample of each population.
For the Family/Guardian data collection, CMOR recommends a telephone survey that yields a 5% margin of error within a 95% confidence. CMOR monitors demographics to ensure a representative sample. Sampling bias is further reduced by making multiple attempts to reach respondents that do not complete the survey on the first attempt. A letter is mailed prior to the beginning of data collection to inform the potential respondents of the study. This will facilitate a higher cooperation rate and lower the overall costs as respondents will be prepared for the call.
The Persons Served Survey:
For the persons served population, CMOR recommends in-person interviews that yield a 7% margin of error within a 95% confidence level. These interviews are conducted by interviewers specially trained to work with the MRDD population. These interviews can be conducted at work centers as well as over the phone to ensure a sample that represents the population served by the agency accurately.
The family/guardian questionnaire is approximately 10-15 minutes on average and is designed, in consultation with the Board, to measure satisfaction rates as well as perceptions and opinions of the agency and its services. The interview guide developed to be conducted with persons served is designed, in consultation with the Board, to include questions of comparisons to previous satisfaction studies as well as other internal research pieces that may be available. The interview is structured to meet the abilities of the persons served.
Once Data Collection is complete, the professional staff at CMOR prepares the survey data for analysis and provides a comprehensive report outlining the outcomes of each population as well as a section that compares the responses between populations. An executive summary will be included that will give a concise set of key findings and common themes. In addition, the report will include detailed narratives including cross tabs and significant findings as well as graphs and charts to visually represent the data. Comparisons of data to previous studies and research pieces are included as appropriate. A section on the survey methodology and protocols employed is also included.