Customer Satisfaction Survey for Austrian Red Cross' Health & Social Services
The Austrian Red Cross operates mobile care and support services throughout most of Austria. In spring 2020, a customer satisfaction survey will be conducted for the sixth time for these services. The NPO Competence Center will again be commissioned with the preparation and the evaluation of the survey.
During the survey phase, customers in the field of mobile care and support will be asked about their satisfaction by means of a written questionnaire. For this purpose, a full survey will be carried out in the provinces of Burgenland, Carinthia, Lower Austria and Salzburg and a sample survey in Upper Austria, Styria and Vienna.
This will be followed by a uni- and bivariate as well as a multivariate evaluation. In the uni- and bivariate evaluation, in addition to frequency evaluations and logical groupings, tests for significant differences between the federal provinces and some districts (provided the districts have enough data sets) and a ranking of the districts are carried out. In addition, an evaluation by services is carried out in Vienna.
In the multivariate evaluation, a factor analysis for the dimensional reduction of the items and a multiple regression of the found factor values to the "central" question "overall satisfaction" is calculated. In this way a statement can be made about which dimensions or questions have the strongest effect on the overall satisfaction.
The results of the 2020 survey are compared with those of the five previous surveys of the years 2004, 2007, 2010, 2013 and 2016, each of which was conducted with a questionnaire that only varied slightly. For all questions a graphical comparison of frequency is made and for those questions with conspicuous differences a test for significant differences between the years is carried out.
The procedure as well as the results of the entire analysis are clearly presented in the final study report.
The study is expected to be completed in June 2020.