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.
