Consumer Satisfaction Survey

All consumers served by the centers for independent living in West Virginia are sent a written survey or participate in a phone survey. Survey results are used in the development of the State Plan for Independent Living and are used by the centers for independent living to improve their programs and services.



SILC Survey 2015 - 2016 CONSUMER SATISFACTION SURVEY (2015 - 2016) The WV Statewide Independent Living Council conducted a survey of consumer satisfaction with Independent Living services in West Virginia. The survey was developed several years ago, as a tool for collecting information on consumer satisfaction. It was revised in 2016 to more accurately reflect the information needs of the Council and to reduce the response burden for consumers who complete the survey. Consumers are asked to rate their level of agreement with statements about the independent living services they received. Consumers are also asked about specific services and the impact of those services.

The surveys were distributed to consumers who were served during the October 2015 to September 2016 time-period. The Council staff received contact information for each closed case and a sample of open cases from each CIL. These lists were randomly sampled with replacements until a total of 50 telephone surveys were completed. All others on the lists received mail surveys in the Fall of 2016.

There were 128 completed mail surveys in addition to the 50 telephone surveys. All surveys were conducted using the same instrument. A total of 831 surveys were distributed by mail and 50 were administered over the phone. A total of 178 surveys were completed. Thus, the response rate was 20% (179/ (831+50)). This report summarizes the responses of those 178 surveys and details the findings for the 2015-2016 program year.



SILC Survey 2014 CONSUMER SATISFACTION SURVEY (2013 - 2014) The WV Statewide Independent Living Council conducted a survey of consumer satisfaction with Independent Living services in West Virginia. The Council revised the instrument they developed several years ago to better reflect their information needs. In the survey, consumers were asked to rate their level of agreement with statements about the independent living services they received. Consumers were also asked about specific services and their rights as a consumer. A final section included open-ended items designed to determine the consumers' opinion about program changes or improvements that could be made.

The surveys were distributed to consumers who were served during the October 2013 to September 2014 time period. The Council staff received contact information for each closed case and a sample of open cases from each CIL. These lists were randomly sampled with replacements until a total of 50 telephone surveys were completed. All others on the lists received mail surveys in the fall of 2014.

There were 50 completed mail surveys in addition to the 50 telephone surveys. All surveys were conducted using the same instrument. A total of 204 surveys were distributed by mail and 50 were administered over the phone. Six mailed surveys were returned as undeliverable. A total of 100 surveys were completed. Thus, the response rate was 40% (100/248). This report summarizes the responses of those 100 surveys and details the findings for the 2013-2014 program year.



SILC Survey 2013 CONSUMER SATISFACTION SURVEY (2012 - 2013) The WV Statewide Independent Living Council conducted a survey of consumer satisfaction with Independent Living services in West Virginia. The Council continued to use the instrument they developed several years ago. In the survey, consumers were asked to rate their level of agreement with statements about the independent living services they received. Consumers were also asked about specific services and their rights as a consumer. A final section included open-ended items designed to determine the consumers' opinion about program changes or improvements that could be made.

The surveys were distributed periodically to consumers during the October 2012 to September 2013 time period. The Council staff received contact information for each closed case and a sample of open cases from each CIL. These lists were randomly sampled with replacements until a total of 50 telephone surveys were completed. All others on the lists received mail surveys.

There were 78 completed mail surveys in addition to the 50 telephone surveys. All surveys were conducted using the same instrument. A total of 337 surveys were distributed by mail and 50 were administered over the phone. A total of 128 surveys were completed. Thus, the response rate was 38%. This report summarizes the responses of those 128 surveys and details the findings for the 2012-2013 program year.