Satisfaction surveys

2024 client satisfaction survey

From 6 June to 30 June 2024, PublicVoice contacted clients by telephone to ask for their feedback on a variety of topics.

531 random clients were contacted. The final sample size was 400 participants.

The survey measures our performance and veterans’ satisfaction. This information helps us to report on whether we are meeting our target of 90 percent satisfaction with case management and Veterans' Independence Programme services. It also measures veterans’ awareness and knowledge of the Code of Veterans’ and Other Claimants’ Rights and their general satisfaction with Veterans’ Affairs.

Results of the survey

Overall, the results are positive:

97% of veterans were satisfied with the service they received from Veterans’ Affairs (up 2% from the previous period).
95% were satisfied with their case managers' ability to listen to and address their concerns (up 2% from the previous period).
90% were satisfied with the ease of being able to contact their case manager (up 4% from the previous period).

The survey shows some areas that we still need to work on:

69% were satisfied with the application processing time.
82% were satisfied with how they were kept up to date with the status of their application and the time it took to process the application (up 15% from the previous period).

Read the Client Satisfaction Survey 2024 [PDF, 1 MB]

How would you rate your overall satisfaction with the service from VA:

A graph showing satisfaction over the years. 97% in 2018, 95% in 2019, 95% in 2020, 97% in 2021, 93% in 2022, 95% in 2023, 97% in 2024.

2024 Rehabilitation Programme Survey

Our rehabilitation programme is designed to give practical support and assistance to men and women who need it so they can be healthy and independent and achieve the best they can for themselves, their families and their communities.

The rehabilitation survey was designed to measure veterans’ experience with the programme from their first engagement with it, and to identify possible areas for improvement. The last time that rehabilitation was surveyed was in 2020.

Read the Rehabilitation Programme Survey 2024 [PDF, 5.8 MB]

Respondents

A total of 84 veterans were selected from those who have had contact with rehabilitation advisers over the past 12 months. Of these, 71 chose to complete the telephone interviews (a response rate of 85%).

Key insights

Percentage	Statement	Change
75%	felt like an equal partner during the rehabilitation process	up 4% from 2020
74%	felt they could rely on the rehabilitation programme as a support network	down 4% from 2020
79%	felt Veterans’ Affairs provided comprehensive support for physical, spiritual, cultural and mental health	up 28% from 2020
50%	of those with specific cultural needs felt these were addressed	not previously surveyed
83%	felt the programme had helped them gain more independence	up 18% from 2020
61%	thought the programme was simple to access and navigate	down 10% from 2020
91%	trusted their service providers	up 8% from 20220
86%	felt well supported by case managers and rehabilitation advisers	up 7% from 2020
65%	of those receiving weekly compensation felt well-informed about the process and expectations	not previously surveyed

General comments

Veterans on this programme are generally appreciative of the support and assistance they have received, acknowledging its importance and the difference it has made in their lives. They generally felt well-supported by both case managers and rehabilitation advisers, citing good communication, responsiveness and advocacy.
Veterans identified opportunities for enhancement, particularly in communication, accessibility and transparency. Some concerns were raised, including lengthy and complex processes in obtaining treatment and services. There were calls for more face-to-face interaction and local representatives, as well as better promotion and awareness of available services and entitlements.
Those who receive Weekly Compensation are veterans who are unable to work and who have some of the most complex issues to manage. Their feedback was helpful in identifying how they view the programme and what it offers. Overall, they saw it as generous and helpful, but it was noted that uncertainty and limited information can make it difficult for them to plan ahead. The feedback highlights the importance of the financial support provided, but emphasises the need for improved communication and clarity about the programme’s details and the future prospects for those completing it.

The feedback from this survey will be incorporated in an updated Veterans’ Affairs rehabilitation work programme.

Quotes from veterans who were surveyed have been removed from this report to protect their privacy.

Previous surveys

Expand all

We have conducted two surveys to better understand our clients and learn what we can do to improve:

Annual client satisfaction survey

The results of our annual client satisfaction survey show that clients are in the main very positive about their services from Veterans’ Affairs. Over 90% of respondents said that they were happy with their case manager’s ability to listen and address their concerns, their interactions with their case manager, and the ease of being able to contact their case managers.

“They have been very helpful and always called me back to confirm any queries that I require.”

Over 85% of veterans were satisfied with VA’s ability to resolve their queries and rated highly the services that they receive from the Veterans’ Independence Programme. Overall, 95% of our clients are satisfied with the service that they receive from us. “First Class service, good communication with case manager when required.”

What we need to work on

The survey shows that only 35% of respondents were aware of the Code of Veterans’ and Other Claimants’ Rights. The Code explains people’s right to complain about treatment or services that they have received from Veterans’ Affairs. Our aim over the next year is to make sure clients are aware of their rights under the Code, and how to let us know if they feel these have been breached.

Read the Annual client satisfaction survey [PDF, 792 KB]

Rehabilitation programme survey

The Veterans’ Affairs rehabilitation strategy was launched in 2018 and focuses on rehabilitation that is designed to give practical support and assistance to veterans. The strategy has three guiding principles:

The needs and views of veterans matter, and they need to be at the heart of what we do.
The health and well-being of a veteran’s family, or wider whanau, matter.
The full range of a veteran’s needs – physical, psychological, spiritual and cultural – should be recognised.

The rehabilitation programme survey shows that most clients overall are happy with the support that they receive. Over 70% of respondents reported feeling like an equal partner during the rehabilitation process, felt they could rely on the rehabilitation programme as a support network, thought the programme was simple to access and navigate, and trusted their service providers.

“My case manager understands what I am going through. They are not forcing me straight back to into work, but rather helping me get to a place where I am able to go back to work.”

65% of respondents felt more independent because of the programme and 79% of respondents reported feelings well supported by their case managers and rehabilitation advisors.

“I can tell them anything, whatever’s happening, they help me straight away or they point me in the right direction.”

What we need to work on

Just over 51% of respondents described feeling comprehensively supported by the rehabilitation programme. Our goal over the next year is to make sure that more of our programme clients feel this way.

Read the Rehabilitation programme survey [PDF, 986 KB]

Satisfaction surveys