2024-2025 Stakeholder Satisfaction Survey Results

The Stakeholder Satisfaction Survey is administered annually to families, guardians, and other key stakeholders of the organization to assess perceptions of service quality and organizational performance. In 2025, a total of 205 survey responses were received. This represents an increase of 104 responses compared to 2024, reflecting nearly a 50% growth in participation from the previous year.

Despite this improvement in the number of responses, the overall return rate for 2025 was 6%, which remains notably low. To address this concern, it is recommended that the Quality Assurance (QA) Department collaborate with Program staff in 2026 to implement targeted strategies aimed at increasing survey participation, with a minimum return-rate goal of at least 12%.

Overall, survey results indicate strong stakeholder support for the organization and its services. Most notably, 82% of respondents reported overall satisfaction with the support and services provided, suggesting a generally positive experience among participants.

Outlined below are the highest-rated areas of satisfaction, along with the corresponding levels of dissatisfaction associated with each survey item.

Top Satisfaction responses

How satisfied are you with the goals/choices identified during the planning process for the individual served? 

90% reported satisfaction. 

5% dissatisfaction.

How likely are you to recommend us to a friend or colleague?

Ranking of 8.8 average rating out of a score of 1 – 10.

How satisfied are you and/or the individual served with the overall support and services provided to your child/family member/individual served.

82% reported satisfaction. 

7% dissatisfaction.

How would you rate the organization’s responsiveness to your inquiries and concerns?

Ranking of 8.2 average rating out of a score of 1 – 10.

How satisfied are you with the progress made toward achieving your child’s/family/individual goals? 

76% reported satisfaction.  

4% reported dissatisfaction.

Lowest Satisfaction areas

Areas where the satisfaction scores were the lowest are listed below.  Our lowest score was a result of assistance when navigating insurance and billing related matters. 

Did you and/or the individual served receive appropriate guidance and support navigating insurance and billing related matters?

63% indicated no.

10% indicated yes.

How would you rate the overall accessibility of the care provider’s facilities for individuals with I/DD and behavioral health needs?

59% rated excellent or very good.

5% rated poor.

Did you or the individual served experience any difficulties in accessing the necessary information or documents for the appointment or service?

10% indicated no issues.

63% indicated they experienced difficulties.

How satisfied were you and/or the individual served with the convenience of the location and availability of parking or public transportation options?

66% reported satisfaction.

5% reported dissatisfaction.

Did you and/or the individual served feel well-informed about the available resources and services available?

67% responded yes.

17% responded no.

Qualitative Feedback and Areas for Improvement

Overall, survey feedback was predominantly positive, with many respondents’ expressing appreciation for Boundless services and the meaningful benefits provided to their family members. Numerous respondents specifically identified individual staff members as valuable assets to the organization, reflecting strong personal relationships, and a demonstrated commitment to high-quality service delivery.

In addition to positive feedback, respondents consistently identified several areas for improvement. A recurring theme across responses was responsiveness to concerns and overall communication. While satisfaction with responsiveness was rated at 80%, and communication between Boundless and other service providers received a 71% satisfaction rating, many comments emphasized the need for clearer, more consistent, and more proactive communication.

Staff turnover emerged as a significant concern among stakeholders. Respondents noted that frequent changes in staff and leadership negatively impact continuity of care, communication, and service delivery. Several stakeholders reported uncertainty regarding appropriate points of contact following staffing changes, contributing to confusion and frustration.

The timeliness of service delivery was also cited as an area needing improvement. Specifically, respondents reported extended wait times between requesting services and receiving them. Counseling and dental services were most frequently identified as having longer wait periods than desired.

Additionally, awareness of available services was identified as an area of concern. The survey question addressing stakeholders’ knowledge of all services available through Boundless received a satisfaction rating of 67%. Many respondents expressed a desire for clearer and more comprehensive information regarding the full range of services offered by Boundless, as well as those provided through external agencies that may support their family members.

Summary

In summary, while survey results reflect a generally positive stakeholder experience, they also highlight clear opportunities for continued improvement. Enhancing communication practices and addressing staff turnover were identified as the highest priorities among stakeholders and will serve as key focus areas for organizational improvement efforts moving forward.