Measuring Client Satisfaction
All across the country, we hear SNAP administrators advancing the notion of treating SNAP applicants like clients. Operationalizing a social services version of a Net Promoter Score, an industry standard in the delivery of consumer services is one way we are partnering with governments to implement client-centered delivery.
At mRelief, one of the things that we are proud of is that we have operationalized the way we measure client satisfaction. After a client gets through our end-to-end process, whether they are approved for SNAP or not, we text the following:
For the month of August, our average score across all users is a 9.4. What leads to this score? Our clients often include more information when they send their score. One client noted the accessibility of our services and the way that we assist people with disabilities.
See more about our entire end-to-end process here.
