New York Statewide Center for Independent Living 2021

New York Statewide Center for Independent Living 2021 Consumer Satisfaction Survey

Instructions (Methodology) – Where to Begin The Statewide Consumer Satisfaction Survey process is conducted the first year of every state plan. Start with a master list of all consumers your center served (from October 2019 September 2020) Go to the Consumer Satisfaction tab of the NYSILC website http: //nysilc. org/index. php/consumer-satisfaction. If you scroll down, you will see all the links and documents you need.

Ways to Conduct the Survey Online: E-mail the survey with a link to the survey on Survey Monkey, and consumers will take the survey there or fill it out online and email it back to your center The Consumer Satisfaction survey is here: https: //www. surveymonkey. com/r/css. NYSILC Direct Mail: Mail the survey and collect responses sent back to your center

Email! Surveying Consumers ONLINE Create • Open an email to send to those you want to survey using this method. • Go to the NYSILC website’s Consumer Satisfaction tab and click on 1 st Email to Consumers. • Put the text of the letter in the body of the email. The text includes a link that takes consumers directly to the survey on Survey Monkey. Send Enter the consumer email addresses into the Blind Carbon Copy line (BCC). Make sure to attach the Accessible Survey Instrument version of the survey to the e-mail, so consumers who prefer to do so can take the survey online and email it back. Do as an accommodation, centers will enter surveys received this way into the Survey Monkey link. Follow Up • Two weeks after the first email is sent, send out the 2 nd Email to Consumers, following the instructions above. • Keep and record the email addresses of those returned as undeliverable Telephone surveying is discouraged because it is the least anonymous method.

Surveying Consumers by Direct Mail 1. Gather Supplies You will need: • Labels (to the consumers) • Return Address Labels (to your center) • Envelopes • Postage 2. Stuff the envelopes and mail In each envelope, insert: 3. Monitor Mail Delivery Watch incoming mail for: Direct Mail Letter to Consumers Consumer Satisfaction Survey A Self-Addressed Stamped Envelope • Completed surveys being returned • Undeliverable pieces It is necessary Centers enter surveys mailed back into the Survey Monkey link

Follow Up Procedures Transfer the final total numbers used for each method to the Survey Tracking Form. There are instructions on the form to help you. Total number of CSRs identified (based on early identification) Total number of each sample size Total number of undeliverables Total number of completed surveys For the total of consumers who completed the survey online, email Amy at awink@nysilc. org.

Reporting Survey Data to NYSILC (by the End of May 2021) Once you have transferred your final total numbers into your Survey Tracking Form, notify NYSILC by emailing Amy at awink@nysilc. org. NYSILC will send a notice to centers to acknowledge that survey obligations have been met. NYSILC will develop and send out a statewide report, based on the final collective findings, around September 2021.

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