Consumer satisfaction with the services of the Alzheimer's Association

Abstract

This paper reports findings from a consumer satisfaction survey completed by the St. Louis Chapter of the Alzheimer's Association. Thefindings revealed that consumers were very satisfied with the services they received The percent in the “very satisfied” and “satisfied” category was 97 percent. The highest level of consumer satisfaction was with the family care planning program (91 percent very satisfied, 9 percent somewhat satisfied), and the lowest level of consumer satisfaction was with the support groups (64 percent very satisfied, 29 percent somewhat satisfied). Eighty-one percent of consumers reported that their initial needs were met on the first call to the chapter Fifty percent stated that they could have used the services of the chapter more than they did. Suggested improvements from consumers were captured. As a result of the study, three key target improvement areas have been identifiedfor the chapter:

• Strengthening volunteer management;

• Enhancing support to adult children; and

• Clarifying consumer expectations about the Association's services.