Aruma’s participant survey results

In August, we asked Aruma participants and families to tell us what they think of Aruma through a survey.  

We do this survey twice a year for people who use Aruma’s Home & Living and Community Services. 

The results are great. We had more people complete the survey this time. 

We had a total of 820 responses. This came from 477 participants and 343 family members.  

Our family feedback response rate has gone from 34% to 42%. 

Aruma’s Net Promoter Score (NPS) has gotten better.   

What’s a Net Promoter Score (NPS)? It is a number that explains how likely people are to recommend Aruma.  

Someone is a promoter when they give us a high score like 9/10 or 10/10. 

This year our NPS is +44. In the last survey it was +35. This result shows our score is improving. 

Some other great findings: 

• 59% of promoters like our staff, calling them helpful.  

• Aruma scored 88% or higher on all Quality Goals: Your Way, The Safe Way, The Right Way, Together. 

• 95% of participants feel safe and respected. 

This survey also tells us how we can improve. 

Areas of improvement: 

• We respond to complaints better. 

• We communicate better. 

• We listen to what you tell us. 

• We support you in a way that suits you. 

• We support you to find more activities in the community that you want to be involved in. 

• We have enough staff to support you. 

• Make billing easier. 

We want to hear from you. You can give us feedback any time.  

• Speak to a staff member or manager  

• Call Aruma on 1300 725 748 

• Email us at feedback@aruma.com.au  

Or you can tell us in the next survey. The survey will happen again in March.