Each year, we ask Aruma Participants and families to tell us how we’re doing in a voluntary, confidential survey. In August 2025, we had a total of 764 responses from 429 participants and 335 family members.
Aruma’s Net Promoter Score (NPS)* remains stable at +44, one point up from the last survey, which is a great result amid industry and organisational changes.
Our focus on our safety and quality framework is shining through with participants and families scoring Aruma 88% or higher on all Quality Goals: Your Way, The Safe Way, The Right Way, Together.
We’re also proud to say that 97% of participants ‘feel safe’. A fundamental human right, individual safety is a minimum and Aruma remains committed to a safe environment for participants and your families.
The results have also shown us some areas to focus on. We need to continue to action Aruma’s Supported Decision Making Framework to ensure we listen more and deliver customised support, while being more proactive in finding the community-based activities our participants want. Our regional teams are now working on plans to turn this feedback into action.
We want to thank our Participants and families who took the time to provide important feedback on Aruma’s services. This feedback helps to shape our programs and focus areas to ensure we’re continuing to deliver an exceptional service for you.
The next survey will take place in August 2026 however participants and families are welcome to provide feedback at any time through your support team, by calling 1300 725 748 or emailing feedback@aruma.com.au.
*What’s a Net Promoter Score (NPS)? It is a number that tells us how likely people are to recommend Aruma. Someone is a promoter when they give us a high score like 9/10 or 10/10.
