City of Austin

Neighborhood Housing and Community Development

Home Repair/Renovation Customer Satisfaction Survey

June 29, 2018

In the spring of 2018, the City of Austin’s Department of Neighborhood Housing and Community
Development undertook a satisfaction survey of its clients in the home repair and architectural barrier
removal programs. The purpose was to assess the clients’ experience, review the level of communication
with the city and the contractor, and measure their satisfaction with the work that was performed.

Surveys were emailed to clients through the Survey Monkey online platform, with responses returned
through June 26 2018. 122 surveys were distributed (with staff making phone calls to clients without
internet access) resulting in 54 responses (37%).

The survey results show a high rate of satisfaction in the process of getting the repairs/improvements. A
slightly less level of satisfaction—though still within the high 80 percent range—was noted for timeliness
and of the project completion. Results of the survey, along with suggestions of clients, will be incorporated
into future improvements to the program and its oversight.

Questions involving the Application Process

Total
STATEMENT Agree Neutral Disagree
Responses
The application process was clear and easy to
86% (44) 8% (4) 6% (3)
understand. 51

The staff was polite, knowledgeable, and helpful. 90% (46) 4% (2) 6% (3)
51

The application process was completed in a timely

88% (45) 6% (3) 6% (3)
manner. 51

Questions involving the Construction/Contractor Process

Total
STATEMENT Agree Neutral Disagree
Responses
The Construction process was clear and easy to
92% (46) 2% (1) 6% (3)
understand. 50

The Contractor was polite, knowledgeable, and

91% (47) 5% (3) 4% (2)
helpful. 52

The home repairs were completed in a timely

86% (44) 8% (4) 6% (3)
manner. 51
Questions involving the Overall Process/Experience

Total
STATEMENT Agree Neutral Disagree
Responses

The time it took to apply for the program and

83% (42) 6% (3) 11% (6) 51
receive repairs.

The quality of the home repairs that I receive. 88% (46) 6% (3) 6% (3)
52

The quality and level of customer service I received

89% (46) 6% (3) 5% (2) 52
from staff