Survey of customer satisfaction in mobile support services

Die Projektgruppe hat im Zuge des Praxissemesters einen Fragebogen zur Erhebung der Kund:innenzufriedenheit in der mobilen Begleitung ausgearbeitet.

THE CHALLENGE
The "Integrierte Wohnen Tirol" accompanies people with support needs from the age of 16. Now IWO would like to conduct a customer satisfaction survey to ensure service quality. However, the survey is usually not possible with standardized questionnaires due to different diagnoses.

OUTCOMES
Our project team created a questionnaire for “Integriertes Wohnen Tirol” to survey customer satisfaction. For this purpose, interviews with employees and a document analysis were conducted. The results of the interviews showed, among other things, that it is considered useful if the questionnaire is completed with the help of third parties. In addition, education, good preparation and flexibility are important prerequisites for conducting the survey. The document analysis revealed that there are hardly any questionnaires in “easy language” and that mainly ordinal scales with text descriptions are used.