BCSAP Client Satisfaction Surveys

The B.C. Settlement and Adaptation Program (BCSAP) Outcomes and Client Satisfaction Survey was developed to monitor client achievement for immediate and intermediate outcomes, as well as client satisfaction with the BCSAP program. This survey supports the ministry in developing accountability measures for reporting to the public on overall performance.

Stream 1 – Information & Support Services (PDF - 495KB)
Stream 2 – Community Bridging Services (PDF - 632KB)
Stream 3 – English Language Services for Adults (PDF - 629KB)
Stream 1/3 – Information, Support, & English Language Services for Adults (PDF - 418KB)

The survey was piloted for the first time in 2004 and administered for the second time in 2005. Year-to-year results proved to be consistent and revealed the reliability of the survey as a measure of program evaluation. The survey was conducted for a third time at the end of 2007 and results continue to be consistent with the two previous surveys. This demonstrates clients are achieving the intended immediate and intermediate outcomes of the program, and also indicates a high level of satisfaction with the services received.

These surveys convey critical information about the achievement of outcomes and clients’ satisfaction with BCSAP, ensuring that the program meets client needs. In addition to informing program design, survey results provide BCSAP service providers with constructive feedback to improve services and service quality.

Participation

Approximately 3600 of the BCSAP clients who received settlement services under one of the four streams participated in this study.

Design

Survey design, methodology, and questions were developed by a professional research company, Synovate. Except for minor wording changes to the Stream 1 questionnaire, all survey instruments remained the same in 2007 as in 2005.

Administration

Self-completed surveys were administered to Stream 1 clients, while for the other three streams, telephone surveys (and questionnaires in the case of Stream 2 youth clients) were conducted by Synovate. Surveys were administered from November to December 2007 in English, Arabic, Chinese (Cantonese and Mandarin), Farsi, French, Korean, Punjabi, Spanish, and Vietnamese.

Findings on client satisfaction

Results indicate a high level of client satisfaction across services. The majority of clients stated that their agency was very helpful and that they felt positive about the English language training and settlement services they received from the program and their service providers.

Findings on program outcomes

Results indicate that clients are meeting most of the immediate and intermediate outcomes identified for each service. Outcomes were also analyzed in relation to client characteristics and agency service delivery indicators. Only those with statistically significant results are included in the reports. (It should be noted that the relatively lower achievement rates for Stream 1 clients is related to the breadth of the service. Since the majority of Stream 1 clients would not have requested the entire range of services offered, it is not expected that they would demonstrate successful achievement of all outcomes.)

Future directives

Surveys are part of an on-going performance measurement process that provides valuable information supporting continuous improvements to programs and services. The province is committed to measuring the impact on clients of BCSAP services on a regular basis.