The Agency for Co-operative Housing 015 Client Satisfaction Survey Prepared by TNS Canada December 1, 015
Contents 1 Background and Objectives 0 Methodology 0 Detailed Results 06 Agency Client Profile 1
Background and Objectives The Agency for Co-operative Housing wants to survey its 57 housing co-operative clients to assess client satisfaction, review timeliness for a number of Agency services and obtain other information in support of an evaluation of Agency performance against its Client Service Standards. Similar surveys were conducted in 008 and 011. A baseline survey (when CMHC provided the services to co-ops) was conducted in 005. Specifically, the objectives of the research are to help the Agency understand overall client satisfaction levels in key areas of its service delivery; evaluate satisfaction and efficacy of new tools introduced by the Agency.
Methodology The 015 Client Satisfaction questionnaire was designed as an update the 011 survey, with input and approval from the Agency. The survey was conducted on line among housing co-operative clients from September 15 to October 16, 015. All respondents were given the opportunity to complete the survey in English or French. Several reminders were sent from TNS, as well as one reminder from the Agency, to boost participation. Respondents were recruited using a sample list of 57 co-ops provided by the Agency. In total, 85 surveys were completed for a response rate of 5%.
Detailed Results
Perception of Agency Services and Communications
Strong overall perception of services received from Agency Overall, Agency clients have very positive perceptions of the services they received in the past 1 to 18 months. In particular, clients strongly agree they were served in the official language they prefer (79%), that Agency staff were courteous (71%), and they were able to get through to the right Agency staff easily (65%). We were served in the official language we prefer 79 10 5 Agency staff were courteous 71 17 5 We were able to get through to the right Agency staff person without difficulty 65 0 7 My co-op was treated fairly 59 0 9 7 Agency staff were knowledgeable and competent 57 9 The Agency provided information and advice that helped us manage our co-op 55 5 10 We were told everything we needed to do to deal with the situation 50 1 5 7 Agency staff went the extra mile to make sure we got what we needed 9 15 5 7 5 - Strongly agree 1 - Strongly disagree N/A Q. Think about the services your co-op has received from the Agency in the past 1 to 18 months. Please rate your level of agreement with each of the following statements? Base: Total Respondents (N=85) 7
Level of satisfaction with Agency communications is high The majority of clients are satisfied with most Agency communications. In particular, clients are very satisfied with e-mail and telephone communications, as well as with their access to the Agency as administrator of their co-op s CMHC program (all rate 60% higher top box). The Agency s communication with your co-op by email 6 7 7 1 Access to the Agency as administrator of your co-op's CMHC program The Agency s communication with your co-op by telephone 60 60 7 10 1 1 The Agency s communication with your co-op by fax 57 1 Timeliness of the Agency s service 56 8 1 1 The Agency s handling of your concerns and complaints 5 8 11 The overall quality of the Agency s service 5 9 1 1 The Agency s secure client website 50 11 The Agency s public website 6 17 The Agency s E-bulletin 6 15 5 - Very satisfied 1 - Very dissatisfied Q5. Please rate your level of satisfaction with the following. Base: Total Respondents (N=85) Note: Between % and 60% of respondents answered Not applicable to various criteria. The proportions shown above have removed N/A from the calculation. 8
The Agency continues to exceed all satisfaction standards, with results stable since 011. % Satisfied (rating or higher out of 5) 70 Staff Courtesy 80 90 100 Agency staff were courteous 95 (96) Received service in the official language of choice We were served in the official language we prefer 96 (98) Timeliness Timeliness of the Agency s service Staff Knowledge and competence Agency staff were knowledgeable and competent Fair Treatment My co-op was treated fairly 96 (97) 9 (96) 9 (95) Outcome The Agency provided information and advice that helped us manage our co-op The overall quality of the Agency s service 9 (96) 95 (95) Agency Standard Base: Total Respondents (N=85) Note: Results are out of those who rated satisfaction. Those who responded Not applicable are not included in the calculation. Numbers in paranthesis are results from 011 survey. 9
Agency s Websites, E-bulletin and HomeRun
Half of the Agency s clients use the secure website, fewer use the public website, E-bulletin and HomeRun site. % Used in past 1-18 months The Agency s secure client website (CHAIS) 9 The Agency s public website 9 The Agency s E-bulletin The Agency s HomeRun website 18 No services used in past 1-18 months 8 Q6. Which of the following have you looked at or used in the past 1 to 18 months? Base: Total Respondents (N=85) 11
Agency s client and public websites are generally considered useful, easily navigated, and visually appealing Secure Client Website Public Website Useful 7 1 6 Useful 5 7 Easy to navigate 5 1 Easy to navigate 1 7 8 Visually appealing 9 9 5 Visually appealing 9 1 7 1 5 - Excellent Very Good Good Fair 1 - Poor 5 - Excellent Very Good Good Fair 1 - Poor Q7. Please rate the Agency s secure client website. Base: Respondents who have used Agency s secure client website in past 1-18 months (N=10) Q8. Please rate the Agency s public website. Base: Respondents who have used Agency s public website in past 1-18 months (N=111) 1
Agency s E-bulletin and HomeRun website also rate highly, nearly all co-ops rate them good or higher Agency s E-bulletin HomeRun Website Easy to read 6 7 Easy to navigate 1 7 Informative 7 5 Informative 5 1 Visually appealing 1 Visually appealing 5 9 7 5 - Excellent Very Good Good Fair 1 - Poor 5 - Excellent Very Good Good Fair 1 - Poor Q9. Please rate the Agency s e-bulletin. Base: Respondents who have used Agency s E-bulletin in past 1-18 months (N=95) Q10. Please rate the Agency s HomeRun website. Base: Respondents who have used Agency s HomeRun website in past 1-18 months (N=51) 1
Agency Reports
Familiarity with Agency reports is high. Risk Assessment Report 60 11 Co-op Data Report 56 1 1 6 Compliance Review Report 5 6 11 8 Plain Language Financials 9 7 1 7 5 - Very Familiar 1 - Not at all Familiar Q11. How familiar are you with each of the following Agency reports? Base: Total Respondents (N=85) 15
Agency Reports are generally considered easy to understand and arrive quickly, though somewhat less useful Ease of Understanding Usefulness Satisfaction with Speed of Arrival Co-op Data Report 56 17 9 0 51 15 Plain Language Financials 55 9 15 1 8 1 5 7 18 Compliance Review Report 55 7 15 6 7 0 51 1 15 Risk Assessment Report 5 7 15 1 6 8 18 9 1 16 5 - Very easy to understand 5 - Very useful 5 - Very satisfied 1 - Not easy to understand at all 1 - Not at all useful 1 - Very dissatisfied Q1. How easy to understand are the following Agency reports? / Q1. How useful are the following Agency reports? / Q1. How satisfied are you with how quickly each of the following Agency reports arrives? Base: Respondents who are familiar with each report (N= varies between 56 and 7) 16
Agency Services Used
Most clients have made an inquiry to the Agency in the past 1-18 months. % Done in past 1-18 months Asked the Agency for information 80 Asked for approval to spend from your Replacement Reserve Submitted an Annual Operating Budget for approval 8 7 Asked for approval of your Capital Replacement Reserve Plan 8 Had an Agency inspection of your buildings Discussed your Risk Assessment Report with the Agency 7 Filed a monthly or quarterly Monitoring Report 1 Asked for approval to refinance your property or take out a second mortgage 16 None of the above 6 Q15. In the past 1 to 18 months, has your co-op done any of the following Base: Total Respondents (N=85) 18
Very low use is made of Agency external services % Used in past 1-18 months Agency-Commissioned Building Condition Assessment 1 Other Agency-Commissioned Technical Report 8 Request for Proposals Service 1 None of the above 76 Q18. In the past 1 to 18 months, has your co-op Base: Total Respondents (N=85) 19
However, their usefulness and timeliness rate highly among users. Usefulness Timeliness Request for Proposals Service 56 9 7 5 61 7 5 5 Agency-Commissioned Building Condition Assessment 8 6 6 1 6 Other Agency-Commissioned Technical Report 8 8 8 5 5 - Very useful 1 - Not at all useful 5 - Very satisfied 1 - Very dissatisfied Q19. How useful did your co-op find the following Agency services? / Q0. How satisfied were you with the timeliness of the following services? Base: Respondents who have used each service in past 1 to 18 months (N= varies between and 1) 0
Client Profile
Agency Client Profile Last Contact with Agency Position Main Contact Within the last six months 91 Staff person or contract property manager 71 Yes, 89 Between six months and one year ago 7 Member of Board of Directors More than one year ago Other 7 No / Don't know, 10 Q1. Are you the co-op's main contact for Agency? Q. What is your position in the co-op? Q. When was your co-op last in touch with the Agency? Base: Total Respondents (N=85)
Profile of Agency Clients Province 015 Survey 011 Survey (N=85) (N=91) Actual distribution in Agency portfolio (N=57) Ontario 5% 6% 50% British Columbia % 9% 9% Alberta 11% 9% 9% Prince Edward Island % <1% % Housing units in co-op Average 6 units 67 units 61 units Median 56 units 60 units 5 units Maximum 5 units 80 units 60 units Minimum 6 units 1 unit 6 units Risk rating of co-op Low 18% N/A 15% Moderate 5% N/A 5% Above average % N/A 6% High 1% N/A 1%