2017 customer survey results

VCAT conducted a customer satisfaction survey during September 2017 and will use the results to improve our services.

The inaugural survey took place from 7-9 September 2016. We published the results and proposed actions and communicated these directly to key stakeholders.

The second survey was conducted from 6-9 June 2017.

VCAT achieved an overall customer satisfaction rate of 85 per cent.

The satisfaction rates for the 16 key survey questions are as follows:

  • Website was easy to understand – 78 per cent
  • Website was easy to use – 80 per cent
  • Clarity of forms – 76 per cent
  • Clarity of correspondence – 82 per cent
  • Ease of finding VCAT and the hearing Definition The time and place at which VCAT hears the parties argue their case and makes a decision. room or office – 93 per cent
  • Felt safe at VCAT – 90 per cent
  • Ability to physically access the services – 94 per cent
  • Language needs addressed – 80 per cent
  • Knowledge and helpfulness of staff – 93 per cent
  • Courtesy and respect of staff and members – 94 per cent
  • Timeliness to complete VCAT business – 72 per cent
  • Convenience of operating hours – 84 per cent
  • Fairness of way in which case was handled – 82 per cent
  • Members listened to parties before making a decision – 87 per cent
  • Equal treatment in hearings – 87 per cent
  • Knowledge of next steps – 81 per cent.

In response to our customer feedback, we intend to focus our service improvements in four key areas:

  • Accessibility of information
  • Efficiency of VCAT processes
  • Improving language support
  • Working closely with external service providers on their information provision about VCAT

The survey is conducted annually and the results are reported in our annual report.