2016 Client SatisfactionSurvey Results A Report By:

Emmanuel Lemire, Jordyn Hanne,

Joshika Kumari, & Stacy Huynh

Advised ByAnoshua Chaudhuri, Ph.D

Source: 2016 Hospitality House

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IntroductionThe purpose of this project was to analyze the responses from a

survey which Hospitality House distributed among their clients.

As part of the survey clients answered questions about their satisfaction with programs and staff, relayed information about their identities, and reported positive outcomes which they achieved as a result of participation.

Survey responses were categorized using Qualtrics software and then analyzed using Stata statistical software.

This project was done as a Community Service Learning project on behalf of San Francisco State University’s Health Economics class. 2

Presentation Content

Survey Distribution (4-5) Client Demographics (6-7)Response Rates (8-9)Average Satisfaction Ratings (10)Satisfaction Ratings By Program (12-17)Positive Outcomes (18-19)Conclusion (20)

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January 2016 Annual Participation Satisfaction Survey (Front)

Note: The image represents a blank refused surveySource: Hospitality House Client Satisfaction Survey 2016

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January 2016 Annual Participation Satisfaction Survey (Back)

Note: The image represents a blank refused surveySource: Hospitality House Client Satisfaction Survey 2016

5Note: The image represents a blank refused surveySource: Hospitality House Client Satisfaction Survey 2016

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Hospitality House Programs1. Sixth Street Self-Help

Center

2. Tenderloin Self Help Center

3. Shelter Program

4. Employment Resource Center

5. Community Arts Center

6. Community Building Program

Source: 2016 Hospitality House

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Figure 1: Share of Surveys Administered Within Each Program

Survey Methodology● In total 519 Surveys were

administered by the HH Staff

● Surveys were administered1.25.16 through 1.29.16 for all of the programs including SSHC, TSHC, SP, ERC, and CBP

● Surveys were administered 2.29.16 through 3.4.16 for the CA program

● The surveys were administered within regular working hours, community meetings & support groups

Client Demographics• Most respondents were male (53%) and identified as Black (34%).• About half of all clients were between the ages of 50 and 59.• Most surveys were written in English (71%), but about a quarter of

responses were written in Cantonese and the rest in Spanish (6%).• About a third of clients said they had stable housing, and the rest

either said they did not or did not respond.• Only a small minority of clients reported veteran status (6%). • More than a third of clients have been in their respective programs for

five years or less (42%).

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Figure 2: Respondents Identification to a Specific Ethnic Category

Core Demographics Continued

Response Rates• In total 519 surveys were distributed and 479 were completed and

returned.• Of all the clients who were present at the time in which the surveys

were distributed more than half completed a survey (58%). • About half of all survey respondents chose not to mark their ages

(51%).• About a third of respondents also chose not to answer whether they

had stable housing or not (32%). • About a quarter of all clients did not report a positive outcome (24%).

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Figure 3: Rate of Response to Positive Outcome Achievement Survey Questions

Response Rates Continued

Average Satisfaction Rates• Clients are very satisfied with the staff (93%) and the physical

program space (83%).• Most clients say they feel safe at Hospitality House (88%) and believe

that their input is valued (84%).• As a result of participating at HH clients agree that they are now more

able to meet their daily needs (85%) and that they plan to continue their involvement (90%).

• Most clients say that HH has had a positive impact on their lives (88%) and that they now feel more a part of their community (84%).

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Satisfaction Ratings By Program

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Figure 4: Sixth Street Self Help Center Client Satisfaction Ratings

N = 66Note: Clients in the Sixth Street program were most satisfied with the staff (94%) and their future involvement with HH. The lowest satisfaction was ‘I like the physical space’ at 70%.Source: Hospitality House Client Satisfaction Survey 2016

N = 284 Note: Clients were asked to rank their satisfaction with the TSHC; for every question there was above 80% satisfaction, with staff satisfaction being the highest area of satisfaction at 92%.Source: Hospitality House Client Satisfaction Survey 2016 14

Figure 5: Tenderloin Self Help Center Client Satisfaction Ratings

Satisfaction Ratings By Program

N = 24Note: Among the clients surveyed in the SP 100% of respondents were satisfied with the staff, the positive impacts HH had on their lives, and with their confined involvement with HH. The physical space had lowest satisfaction.Source: Hospitality House Client Satisfaction Survey 2016 15

Figure 6: Shelter Program Client Satisfaction Ratings

Satisfaction Ratings By Program

N = 29Note: Clients in the ERC had the highest satisfaction ratings of all programs .Among all programs, ERC clients had the highest percentage of clients who felt safe in their program. Source: Hospitality House Client Satisfaction Survey 2016

Figure 7: Employment Resource Center Client Satisfaction Ratings

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Satisfaction Ratings By Program

N = 50Note: 96% of Clients in the Community Arts Program agreed that HH had a positive impact on their life and that they would continue to use the programs services. Almost all participants agreed to feeling safe at the CAP studio and that people from all walks of life were welcomed and respected there.Source: Hospitality House Client Satisfaction Survey 2016 17

Figure 8: Community Arts Center Client Satisfaction Ratings

Satisfaction Ratings By Program

N = 34Note: 91% of CBP clients were satisfied with the staff, their safety in the program, HH efforts to welcome and treat all individuals with respect, and with the impact HH services had on their lives. 97% of those surveyed plan to continue their involvement with HH.Source: Hospitality House Client Satisfaction Survey 2016 18

Figure 9: Community Building Program Client Satisfaction Ratings

Satisfaction Ratings By Program

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Positive Outcomes• More than half of all clients (65%) achieved at least one positive

outcome. • Many clients achieved a positive outcome with respect to housing

(16%) and/or substance abuse/mental health (11%).• Benefits (SSI or Food Stamps) was another popular positive outcome

(11%).• Almost all of the clients within the Community Building program

reported achieving a positive outcome (97%) but only half of those who participated in the Tenderloin center did so too (53%).

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Positive Outcomes By Program

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Note: Clients were asked whether they had received a positive outcome in housing, employment/income, substance use/ mental health/ medical care, artwork sales, volunteer experience, benefits obtained, or new skills obtained during the previous year. Source: Hospitality House Client Satisfaction Survey 2016

Figure 10: Positive Outcome Achievement By Program

Conclusion• HH clients are mostly male, Black, and between the ages of 50-59.• The Self-Help Centers (Tenderloin & Sixth Street) are the most utilized

programs provided by HH.• Regardless of program most clients are satisfied with the services and

facilities that HH offers.• Many clients have achieved a positive outcome with respect to

housing, substance abuse, and mental health.• The low-cost amenities which HH provides are very important in

helping the homeless/needy maintain their health and well being.

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Thank you!

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